HOUSING CUSTOMER SERVICE ADVISOR

£16.00-£17.00PHR LTD UMBRELLA

6 MONTHS TEMP TO PERM CONTRACT

OFFICE BASED IN WEST LONDON

Role purpose:

• Provide a responsive, customer-focused service to all contacts made by telephone, by the portal and by other systems.
• To contribute to a high level of customer satisfaction, as part of our customer service strategy.

Key Responsibilities and Accountabilities:

• Deal with all calls as first point of contact for customers, liaising with housing management and repairs staff as necessary. Customer issues and contact will include reporting of repairs, payment of rent, complaints, reporting ASB and general enquiries around rehousing and repairs.

• Ensure excellent quality customer experience for our customers is achieved by being responsive to their needs and delivering solutions where possible or signposting as necessary.

• Communicate effectively with customers, providing clear accurate information and advice in a professional manner on the telephone and in writing.

• Enhance the quality of the service and enable accurate records and availability of performance information by recording relevant details to enable accurate diagnosis of issues and the provision of appropriate solutions

• Demonstrate at all times a good understanding of the customer profile and signpost as necessary while contributing to the customer service ethos of the organisation and representing us in a positive light at all times.

• Work as part of a team to deliver exceptional levels of customer service ensuring that you communicate positively with other team members and the customers

• Continually deliver strong, positive and demonstrable customer service remaining calm, non judgemental and professional whilst working in a pressured environment.

• Participate in training and coaching opportunities to ensure ability to deal with a wide range of enquiries.