Customer Service Adviser

3 days ago

Victoria, United Kingdom Notting Hill Genesis Full time

Job Introduction
Are you passionate about customer service? Do you want to work somewhere you can make a real difference?

Our Customer Service Centre continues to grow As part of Notting Hill Genesis' success and expansion plans, we are looking to further increase our Customer Service Centre team in Chelmsford. We want to continue to improve our customer service offering, investing in our staff to deliver great services and a quality customer experience.

Role Responsibilities
- Respond to all telephone calls and other contacts within the corporate response standard, remaining courteous and positive throughout the contact, adhering to Local from Afar principles
- Raise repairs related queries appropriately and ensure that inspections and orders are issued, progressed and monitored on the system, with relevant quality control checks, and making sure that residents are kept informed of progress.
- For non repairs related contacts, utilise the CRM system to source relevant information and escalate in accordance with business rules defined within the system, and monitor their successful throughput.
- Take telephone payments, if required
- Handle contacts resulting from campaigns or mailings (e.g. rent/service charge statements).
- Assess and record the nature of each contact as required and resolve at the first point of contact wherever possible.
- Experience of delivering a customer focused service and dealing with customer queries by telephone, achieving satisfactory outcomes
- Knowledge and experience of operating office equipment
- Experience of word processing and data processing IT skills, with speed and accuracy
- Understanding of Social Housing Environment desirable
- Good interpersonal skills and ability to deal effectively with angry or aggressive people and customers whose first language may not be English
- Able to manage own time effectively and prioritise competing demands

About The Company
Notting Hill Genesis is one of the UK’s leading housing providers. Care & Support is a huge part of what we do, with services across London and the South East. We believe in providing the support networks our customers need and aim to make a positive impact in their lives.

We’re hugely diverse, providing support to customers with a wide range of support needs. We don’t just accept difference, we celebrate and support it. Like the communities we serve, we thrive on it.

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