Customer Contact Advisor

Build Recruitment Limited; Eastleigh; On-site; GBP 28,000 - 31,000; Full time

Job summary

Build Recruitment Limited in Eastleigh is seeking an experienced Customer Contact Advisor on a 12-week temporary contract. The role pays £14.70 per hour and runs 37 hours per week from Monday to Friday, with duties focused on delivering prompt and professional customer service across all contact channels.

You will diagnose maintenance issues, assist residents with tenancy and rent inquiries, book repairs and appointments, and follow company policies to ensure consistent service delivery.

Qualifications

• Previous call centre experience or similar front line service experience.
• Proven evidence of meeting contact handling targets.
• Evidence of customer service soft skills including empathy, taking ownership
• Ability to adhere to scheduled timescales / rota.
• Ability to remain calm in challenging situations, adapting communication style to suits the needs of the customer.
• Demonstrates our Values and Behaviours.

Responsibilities

• Diagnose residents reports of maintenance, raise orders or inspections, and book repairs, liaise with contractors to ensure the most effective repair.
• Discuss residents’ concerns regarding anti-social behaviour, log information and respond in writing to the resident.
• Handle resident tenancy issues/enquiries and related admin.
• Discuss rent inquiries, confirm balances and arrears, and arrange payment plans.
• Book appointments for surveyors, housing/income officers and contractors as required.
• Follow up complex customer enquiries to ensure resolution to high standards.
• Adhere to rota and scheduled timescales for breaks and wrap.
• Carry out admin tasks related to resolving customer contact.
• Provide the same service to staff when their requests relate to customer service.
• Keep policies and procedures up to date to ensure consistent service.

Skills

Call center experience

Customer service mindset

Empathy

Ownership

Rota adherence

Calm under pressure

Communication skills

Job description

Customer Contact Advisor

Location: Eastleigh
Contract: 12 weeks temp
Rate: £14.70ph
Hours: 37 hours per week, Mon-Fri

We are looking for x8 Customer Contact Advisors. The purpose of the role is to provide an excellent and suitable customer service to our customers, handling all methods of contact and ensuring a prompt and effective response to all enquiries. To resolve 80% of enquiries from our customers and to promote our services along with a professional image of the company.

Key Responsibilities

• Accurately diagnose residents reports of maintenance, defect or planned repairs, raise the orders or inspections, making an appointment for all responsive repair enquiries. Liaise directly with all contractors including defect contractors and ensure the most effective repair is carried out.
• Discuss residents’ concerns regarding anti-social behaviour, give advice, log all information on our management systems and confirm in writing to the resident.
• Action resident’s requests regarding any tenancy issues/enquiries.
• Discuss resident’s enquiries regarding their rent, confirm their balance and any arrears. Ensure they have an arrangement to pay off any arrears.
• Book appointments for surveyors, housing/income officers and contractors etc as required.
• Follow up complex customer enquiries to ensure they are resolved to our high standards.
• Adhere to the rota issued, ensure you are available to handle inbound contact when you are scheduled to be so, to keep to scheduled timescales for lunch and any breaks, and keep your additional wrap and other states within target time.
• Carry out administration tasks required that relate to resolving customer contact.
• Provide the same service to staff when their request is related to customer service.
• Keep up to date with policies and procedures to ensure a consistent service is provided to customers. Use time when there is availability and at quiet times to use available information to keep knowledge fresh.
• Review your own Personal Development Plan and Quality Monitoring action plans to work on improvements where identified.
• Use all available information when responding to customer enquiries such as previous contact logs, key information regarding vulnerabilities etc.
• Capture and update relevant customer information on systems as required.
• Offer suggestions of service improvements that you identify during your dealings with customers.
• Carry out any tasks commensurate with this post as directed by any member of the Customer Service Management team.

Required experience

• Previous call centre experience or similar front line service experience.
• Proven evidence of meeting contact handling targets.
• Evidence of customer service soft skills including empathy, taking ownership
• Ability to adhere to scheduled timescales / rota.
• Ability to remain calm in challenging situations, adapting communication style to suits the needs of the customer.
• Demonstrates our Values and Behaviours.