Customer Service Officer FTC 12 months

Watford Community Housing; Watford; On-site; GBP 25,000 - 30,000; Full time

Job summary

A housing association in Watford is seeking a Customer Service Officer to enhance the customer experience and manage high volumes of calls. You will utilize strong communication skills to exceed customer needs and maintain accurate records in the CRM system. The ideal candidate has over 2 years of customer service experience and relevant qualifications. This position requires a proactive approach and a commitment to high standards of service.

Qualifications

• At least 2 years' experience in customer service / reception.
• Maintain a satisfactory basic level DBS check.

Responsibilities

• Handle inbound calls and provide appropriate solutions.
• Maintain accurate customer records in the CRM system.
• Manage high volumes of calls while providing quality service.

Skills

Customer service experience

Verbal communication skills

Active listening

Problem-solving

Education

Qualifications in Customer Service / Customer Care

Job description

Overview

As a Customer Service Officer, you will act as the "voice and face" of Watford Community 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. Ensure a high standard of service, showing passion and enthusiasm for helping customers. Utilize exceptional verbal and face-to-face communication skills, along with active listening. Answer inbound calls, evaluate problems and complaints, and provide appropriate solutions. Respond efficiently and professionally to customer queries and complaints. Adhere to company policies and procedures during customer interactions. Record keeping: Maintain accurate customer records in the CRM system, including call logs and reports. High volume calls: Manage high volumes of calls while providing first-class service consistently. The right candidate will be highly customer-focused and committed to delivering quality services to our residents. You'll work effectively and proactively with colleagues to give our customers an exceptional customer experience.

Responsibilities

Note: The original text above outlines day-to-day duties such as handling inbound calls, problem solving, maintaining records, and delivering high-quality customer service.

Requirements

• Essential
  • 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
• Desirable
  • Knowledge of the housing sector
  • Engaging effectively with a diverse audience using a diverse range of communication tools