Service Care Solutions Ltd
This job has been posted for more than 30 working days and has expired.

Customer Service Advisor

Customer Service Advisor
Job Description


As a Customer Service Advisor, you will be responsible for providing a first-class professional customer service to residents and customers as a first point of contact.

You will resolve complex technical enquiries from visitors in relation to a wide range of housing management and leasehold enquiries including repair notifications, rent and general housing management enquiries.

You will possess extensive technical knowledge of a wide range of functions, policies and procedures in order to resolve resident concerns and provide a one-stop-shop service.


Responsibilities

  • Act as the first point of contact for customers and colleagues, successfully handling a wide range of queries (including accurately diagnosing, scheduling and logging repairs) right first time only escalating to specialist teams and contractors when required.

  • Offer a speedy, consistent and professional customer experience across a range of channels.

  • Quickly and accurately record and update all customer contacts and requests for services, repairs, bookings and appointments using all relevant in-house systems.

  • Contribute to achieving contact centre targets for grade of service, abandoned calls, right first time, customer portal/app sign-ups and overall customer satisfaction, following agreed policies and procedures.


Person Specification

  • Strong contact centre experience in high volume inbound role.

  • Experience working in the social housing and/or repairs sectors is desirable.

  • Strong IT and Administration skills.


Requirements

  • Ability to handle a high volume of inbound calls to the repairs line while accurately diagnosing, raising and scheduling a wide range of repairs for residents and communicating regularly with all stakeholders (residents, colleagues and contractors).

  • Confident using own initiative and have the ability to update systems and follow processes.

  • Excellent communication and interpersonal skills.

  • Ability to work under pressure and manage multiple priorities.


Qualifications

  • At least grade C - GCSE in English and Maths, or equivalent by experience.

  • Customer care qualifications or other certifications to further career.


How to Apply


If you are interested in this position and meet the above criteria, please send your CV now for consideration.

If you require any additional information regarding the position, please call Lewis at Service Care Solutions on 01772 208 966 or send an E-Mail to Lewis.Hodson@servicecare.org.uk.