Customer Service Advisor

MMP Consultancy; Sydenham; On-site; GBP 31,000 - 34,000; Full time

Job summary

A recruitment agency is seeking a Customer Service Advisor to provide exceptional support to residents of a Housing Association in South East London. In this role, you will manage calls, resolve queries related to repairs and services, and liaise with contractors. Candidates should have experience in customer service environments, strong communication skills, and be adept at problem-solving. This position offers a salary between £31,000 and £34,000 depending on experience.

Qualifications

• Experience in a customer service or contact centre environment.
• Proven background in fast-paced contact centres or direct public interaction.
• Ability to manage repairs and job orders for external contractors.

Responsibilities

• Provide courteous and polite service to residents and customers.
• Handle calls and initial enquiries from residents.
• Resolve customer queries on repairs and related issues promptly.

Skills

Customer service experience

Problem-solving

Communication skills

Attention to detail

Numeracy skills

Tools

MS Office

CRM systems

Job description

MMP Consultancy is currently recruiting an enthusiastic Customer Service Advisor to join a Housing Association based in South East London.

Salary : £31,000 to £34,000 - Depending on Experience

As a Customer Service Advisor, you will play a vital role in ensuring residents receive exceptional service and support. Your strong communication will be crucial in delivering a positive customer experience and maintaining high levels of resident satisfaction.

Responsibilities

• Offer a courteous and polite service to residents and other internal and external customers in line with the Customer Service Standards.
• Handle all calls from residents in the first instance, deal with initial enquiries and pass to Neighbourhood Officers or other staff as appropriate, including by email.
• Promptly and efficiently resolve queries from customers on a wide range of issues, including repairs, planned works, defects and chasing contractor arrears (up to court stage), rent queries, transfers, nominations, mutual exchanges and attempted direct applicants; advice on nuisance & harassment; and home ownership queries including right to buy, right to acquire, shared ownership, etc.
• Provide fair and accurate advice, and send out appropriate information in line with policies and procedures.
• Provide switchboard and reception services for the client.
• To provide reception services for the association.
• Liaise with area surveyors to identify, prioritise and raise customer repairs, and allocate work to external contractors.
• Check outstanding repair orders, follow up queries with contractors and ensure timely completion of works.
• Liaise with repair contractors with regards to complaints where necessary, identify the problem, trace history and provide information, referring as necessary to other parties.

Requirements

• Experience of working in a customer service or contact centre environment.
• Proven background of working in a fast‑paced contact centre or directly with members of the public both face‑to‑face and over the phone.
• Experience of logging repairs / raising job orders for external contractors.
• Experience of working with outsourced contractors.
• Ability to show initiative and creative thinking in problem solving.
• Computer literate, with knowledge & experience of MS Office / CRM systems / large databases.
• Good numeracy skills including the ability to produce simple statistical reports.
• Good verbal and written communication skills and an ability to effectively represent the Association externally.
• An excellent telephone manner and verbal communication skills, including ability to sometimes deal with difficult or challenging customers.
• Excellent attention to detail.