Customer Service Advisor

Build Recruitment; Eastleigh; On-site; GBP 40,000 - 60,000; Part time

Job summary

A leading recruitment agency is seeking multiple Customer Contact Advisors based in Eastleigh to provide excellent customer service and handle various enquiries. The role involves diagnosing maintenance requests, advising residents on tenancy issues, and ensuring a consistent service delivery. Previous call centre experience and strong customer service skills are essential. This temporary position offers 37 hours per week at a PAYE rate of £14.70 per hour.

Qualifications

• Previous call centre experience or similar front line service experience.
• Proven evidence of meeting contact handling targets.
• Ability to handle resident’s tenancy issues and enquiries.
• Capacity to provide customer service to both residents and staff.

Responsibilities

• Provide excellent customer service handling all methods of contact.
• Diagnose and raise reports for maintenance or repairs.
• Process resident enquiries regarding rent and tenancy issues.
• Follow up on complex customer enquiries to ensure resolution.

Skills

Customer service soft skills

Empathy

Ability to adhere to scheduled timescales

Adaptable communication style

Calmness in challenging situations

Job description

Customer Contact Advisor

Location : Eastleigh

Contract : 12 weeks temp

Rate : £14.70ph PAYE rate

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.