Customer Service Advisor (Housing Repairs)

Vox Network Consultants; Greater London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A public service consulting firm is seeking a Customer Service representative in West London. The role involves providing timely responses to housing service inquiries and requires housing repairs experience. Applicants should have substantial experience in customer service within a high-pressure environment. The contract is ongoing, with an hourly rate of £23.

Qualifications

• Experience in a customer service centre environment or similar.
• Essential experience in housing association or council.
• Ability to work in a fast-paced, high-pressure environment.

Responsibilities

• Act as the first point of contact for housing services and repairs.
• Provide advice and information via telephone, email, and social media.
• Capture detailed information for resolution tracking.

Skills

Customer service experience

Housing repairs experience

Ability to handle challenging customers

Job description

Role - Customer Service (Housing Repairs) | Mon - Fri Office based | West London | £23 per hour via Umbrella | 3 to 6 months ongoing contract

Role Purpose

To provide a single point of contact for those contacting the council about housing services and repairs. To ensures that customers receive a timely and positive response to their contact with the council, achieving performance targets and high rates of satisfaction.

Responsibilities

• To act as the first point of contact, providing initial advice and information and resolving directly the most frequent service requests by telephone, email, web, and other social media channels


• Where appropriate to direct and/or connect telephone callers and enquiries via other channels to other individuals/departments where more complex and specific advice is required


• To capture accurate and detailed information to pass to relevant specialist teams where the Customer Service Centre cannot fully resolve a query


• To access and record actions on the council's central housing database and other systems to provide residents with relevant information and services, for example, to issue a rent statement, take a rent payment, order a repair and to make a surveyor appointment.


• To develop knowledge of key policies and procedures and to use quiet time to keep this knowledge fresh to deal most effectively with the most frequent service requests.


• To carry out telephone surveys on a range of issues and record the outcomes


• To capture and update relevant customer information


• To work in a performance management driven culture with SMART objectives linked to the overall Customer Service Centre key performance indicators, customer satisfaction and first contact resolution targets

Requirements

• Experience of working in a customer service centre environment or similar customer service focussed organisation, interacting with customers to deliver high quality services


• HOUSING REPAIRS EXPERIENCE


• Experience working in a housing association or council is ESSENTIAL


• Experience of working in a fast paced and high-pressure environment


• Experience of dealing with challenging customers

If you are interested in this position AND meet the requirements, APPLY NOW