Customer Service Officer - 14 Month FTC

Chime Housing; Watford; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Pension up to 11%

Job summary

Chime Housing in Watford is seeking a Customer Service Officer on a 14-month fixed term contract. This office-based role requires 37 hours per week with potential for home-working after probation.

You will be the voice and face of the organisation, delivering high-quality customer service and managing enquiries across multiple channels. As part of the Customer Service Team, you’ll handle repairs, signpost queries, and strive for first-time resolution while meeting KPIs.

Qualifications

• At least 2 years' experience in Customer Service / Reception.
• Qualifications in Customer Service / Customer Care.
• Satisfactory basic DBS check.
• Knowledge of the housing sector.
• Ability to engage with diverse audiences using various communication tools.

Responsibilities

• Be the first point of contact for customers and liaise with staff as required.
• Assess and resolve enquiries, requests and complaints by phone, email, online or face to face.
• Administer the repairs process: call handling, emails, diagnosing faults, raising and tracking jobs.
• Aim for first-time resolution and take ownership to resolve queries.
• Provide accurate repairs advice and manage customer expectations.
• Demonstrate empathy and professionalism while balancing customer and internal needs.
• Signpost customer queries appropriately and ensure courteous service.
• Provide information on services, policies and procedures to inform or resolve needs.
• Log, process and progress chase enquiries or repairs within established procedures.

Skills

Customer Service

Reception experience

Communication skills

Education

Qualifications in Customer Service / Customer Care

Job description

Location: On site / Watford, UK
job type: Fixed term / Full-time
Sector and subsector: Housing | Housing Association
AnnualFixed salary:£ 30386.00

Customer Service Officer - 14-Month Fixed Term Contract

Chime Housing

Salary: £30,386 - 37 hours per week

The Vacancy

37 hours per week - this will be an office-based role, with a review of working from home once probation has been passed

Introduction to the role

We work with our customers and communities to change lives, and we are looking for a highly motivated Customer Service Officer to join our Customer Service Team and help us deliver an exceptional experience to our customers.

As a Customer Services Officer, you will act as the "voice and face" of Chime Housing and be instrumental in enhancing the customer experience by exceeding customer needs whilst supporting the team to achieve Key Performance Indicators (KPIs) within a call centre.

We put the customer at the heart of everything that we do and take a proactive approach for each customer contact through multi-channel communication. As part of our Customer Service team, you will use your communication skills to help us deliver high-quality customer services.

The right candidate will be highly customer-focused and committed to delivering quality services to our residents, and work effectively and proactively with colleagues to give our customers an exceptional customer experience.

What's the role?

Key Accountabilities:

• Be the first point of contact for the organisation's customers, assisting with a range of enquiries and liaising with other staff members as required.
• Assess and resolve enquiries, requests and complaints by telephone, email, online or face to face as reasonably possible.
• Effective administration of the repairs process to include call handling, email responses, diagnosing faults, raising jobs, allocating and issuing jobs, managing work in progress, updating, and completing works on the system in a timely and effective manner.
• Focus on creating a first-time resolution for the customer ensuring queries are dealt with where possible at first point of contact, taking ownership to resolve queries effectively.
• Apply sound judgement to resolve customer queries in relation to repairs and maintenance. Doing so in a timely manner as well as managing such queries sensitively and effectively through to satisfactory resolution.
• Provide accurate repairs advice to customers.
• Demonstrating empathy, professionalism and the ability to manage conflict, achieving a balance between requirements of customers and internal stakeholders.
• Acting as a key point of contact for customer enquiries and signposting customer queries appropriately.
• Ensuring that all customer enquiries and requests are dealt with in a prompt, courteous manner that demonstrates excellent customer service in all communications with customers.
• Provide a comprehensive information service to all customers, advising on services, policies, procedures of the organisation to either inform or resolve the needs of the customer.
• To use sound judgement and take decisions within the established procedures/policies for each service request including logging, processing and progress chasing enquiries or repairs requests whilst adhering to the procedures, policies, service standards and key performance targets to maximise customer satisfaction.

What are we looking for?

• At least 2 years' experience in Customer Service / Reception
• Qualifications in Customer Service / Customer Care
• You will need to maintain a satisfactory basic level DBS check
• Knowledge of the housing sector
• Be able to engage effectively with a diverse audience using a varied range of communication tools
• Department: Customer Service Team

What can we offer you?

• 28 days' annual leave (pro rata)
• Employer pension contribution of up to 11%

How we work

We embrace agile working - blending time in our communities, shared spaces, and remote working. With digital technology at the heart of our approach, we empower teams and individuals to work flexibly.