Recruiting for a Customer Contact Centre Officer to join our Customer Directorate in Westminster!

GBP £24,855.00 per annum, working 35 hours per week, plus 25 days Annual Leave, Pension schemes, Staff discounts, healthcare and more.

Working Patterns are Monday- Friday 9am to 5pm

Job Overview:

To provide a Customer Call Centre as the "first point of contact" within Look Ahead for customers, staff, contractors and external agencies for rent, housing benefit, service charge, repairs, complaints and customer support queries.

Main duties include:

• As a member of the Customer Call Centre be the first point of contact for customers and staff throughout the organisation on all enquiries

• Deal with enquiries on Housing Management, Maintenance and Customer Support

• Receive and action maintenance requests for owned, managed or leased properties

• Receive, log and transfer complaints received in accordance with Look Ahead's policy and procedure

• Data entry into IT systems and databases for reporting and performance indicators

• Support of administration functions within the team

Key Responsibilities:

• To receive enquiries in all formats and be the first point of contact to resolve or action/escalate accordingly

• To resolve and provide information on initial rent, housing benefit and service charge enquiries

• To provide details on Look Ahead's Support function for customers or external agencies to include Support Worker or scheme contact details and referral process

• To log and transfer complaints in accordance with Look Ahead's procedure and policy

• Receive and action maintenance requests for owned, managed or leased properties to include responsive repairs, void/empty property repairs, insurance, rechargeable, planned, cyclical and servicing works. Monitoring the progress of works orders to including updating, varying, and completing work orders

• Data entry into IT systems and databases for reporting and performance indicators

• Provide support in the duties of the other administration roles within the team (including occasional reception cover)

• To ensure that all duties are carried out in accordance with policy and procedures

• To maintain files either in paper and electronic format to include all correspondence, certificates and documentation

• To produce correspondence or documentation to be sent internally or externally

• Attend internal and external meetings or forums to promote Property Services and Look Ahead

• Any other duties relevant within the team as and when required

This is not an exhaustive list of all the duties and responsibilities that may be required from time to time and is subject to change in accordance with the needs of Look Ahead

Person Specification:

• Approachable and open behaviour. Works as part of a group or team

• A strong approach and commitment to providing an excellent customer service

• Is fundamentally calm and resilient, does not let emotion adversely affect them or obscure their judgement

• Demonstrates significant confidence and high levels of self-esteem

• Is respectful, articulate, and sensitive in style of communication

• Is motivated towards excellence and improvement of personal performance with a can doattitude

Skills, Knowledge and Experience:

Essential:

• Educated as a minimum to GCSE English and Maths or equivalent

• IT literate and can use Microsoft software packages and housing management systems

• Customer service skills especially verbal

• At least two years experience in working in a call centre, property and/or customer services environment

If your application for this role is unsuccessful, but we feel that you would be suitable for another role, we may contact you to discuss alternative opportunities. If this occurs you would not need to submit another application for the alternative role.

We reserve the right to close this advert early if we are able to appoint to the vacancy before the advertised closed date.

We are committed to diversity and inclusion at work and are accredited with Silver in the Inclusive Employers Standard 2021. We welcome applications from people of all backgrounds.