Senior Customer Service Advisor 5276754

Triumph Consultants Ltd; Cambridge; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A client company in housing management is seeking a Senior Customer Service Advisor in Cambridge. This role requires expertise in housing management, specifically knowledge of Council Tax and Housing Benefit, and involves providing high-quality customer service by handling queries over the phone and by email. Candidates should have strong communication skills and the ability to mentor others. The position offers a pay rate of £18.26 per hour, with flexible hybrid working arrangements.

Qualifications

• Knowledge and experience in housing management.
• Experience with Council Tax and Housing Benefit.
• Ability to resolve in-depth or specialist enquiries.

Responsibilities

• Participate in a rota to cover general reception and service desks.
• Gather customer satisfaction information as required.
• Assist in training/mentoring of new staff.

Skills

Housing management knowledge

Excellent communication skills

Experience in high-volume customer facing role

Knowledge of Council Tax and Housing Benefit

Coaching and mentoring skills

Education

GCSE English at grade A-C or equivalent

Willingness to work towards NVQ 2 in relevant field

Tools

MRI Orchard system

Job description

Overview

Job Title: Senior Customer Service Advisor

Ref: Cambridge 5276754

Pay rate: £18.26 per hour PAYE

Role length: Anticipated 1 - 2 months

Working arrangements: Ideally hybrid, will consider remote. All training will be on site.

DBS requirement: Basic DBS is required for this role

The role: We are looking for a Senior Customer Service Advisor to provide a high-quality advice, information and transactional service to customers by telephone and email to give advice and guidance on housing management queries. You will triage housing advice queries and complete duty referrals, assist the team leader in guiding, coaching, mentoring and training team members and handle more specialist enquiries. In order to carry out this role, you will need knowledge and experience in housing management including council housing queries as well as experience of using the MRI Orchard system.

Key responsibilities

• Participate in a rota to cover the general reception desk, front service desks and telephone workstations, providing cover across the service centre as daily demand requires
• To have expert knowledge of and experience with Council Tax, Housing Benefit and the Council Tax Reduction scheme
• Record accurate and timely statistical information
• To ensure that as many enquiries as possible are resolved appropriately and satisfactorily at the first point of contact in line with Customer Service Standards
• Receive and assist visitors telephoning and visiting the Council to ensure customers receive a comprehensive and accurate service
• Use IT and telephony systems to manage and record enquiries and retrieve information to resolve customer enquiries
• Access administrative systems in Council Departments to answer questions and to limit repeat contacts from the customer by proactively checking for outstanding outbound communications from City Council departments
• Proactively stay abreast of technical, professional, product and service developments
• Gather customer satisfaction information as required and identify process improvements to ensure customer satisfaction
• Assist in training/mentoring of new staff giving advice and guidance as required
• In addition to answering general enquiries and complaints, assist customers/clients to resolve more in-depth, or specialist enquiries

What the client is looking for

• Good general education with GCSE English at grade A-C or equivalent
• Willing to work towards NVQ 2 in Contact Centre, Call Handling or Customer Care or equivalent
• Knowledge and experience in housing management
• Knowledge of Council Tax, Housing Benefit and Council Tax Reduction
• Experience of using the MRI Orchard system.
• Housing advice triage knowledge is desirable
• Experience in a high-volume customer facing role and excellent communication skills
• Ability to use a wide range of customer service techniques
• Ability to resolve in-depth or specialist enquiries
• Computer literate and keeps accurate up-to-date information and records
• Data input skills and excellent keyboard skills
• Coaching and mentoring skills

How to Apply

• Quote the Job Title and Reference Number in your application.
• Submit your CV in Word format.
• Applications are reviewed on a rolling basis—early submission is recommended.

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If you do not hear from us within three working days, unfortunately your application has not been shortlisted on this occasion. Thank you for your interest in working with us.