Job Description

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

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 Center 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 Center 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!

Customer Service Advisor (Housing Repairs)

Job Description