customer relations Pontypridd, Wales
Job description
About the Role
We are looking to recruit an experienced customer focus Contact Centre advisor with exceptional customer service to provide exceptional customer service where you go above and beyond what the customer expects, to demonstrate empathy and take that extra step to make them feel that you understand what they are going through and you want to deliver the best experience they have ever had.
What You’ll Do
- Record details of anti-social behaviour calls effectively, demonstrating attention to detail when extracting the facts of the situation.
- Effective complaint handling through the recording of accurate detail and allocation for resolution to appropriate team.
- Meet key targets, standards, and performance expectations for all areas of customer services including call answering rates, quality of advice, follow-up work.
- Maintains and improves quality results by adhering to standards and quality documents.
- Assist with administration and monitoring of email, social media accounts and Web enquiries.
- Diagnose initial repair reports through effective questioning and process works orders categorising priority in line with Trivallis guidelines and targets, providing customers with a convenient appointment time.
- Recording using business internal systems to accurately record customer contact relating to all enquiries and transactions.
- Support reception, dealing with customer enquiries and providing advice and assistance.
- Performing ensuring availability targets are met and staff rotas are followed in order to maximise productivity.
- Compliance with Performance Standards, Service delivery plans, Contact Centre service standard operating procedures and Trivallis’ policies and procedures.
About you
The successful candidate will have:
- Experience as an advisor in a contact centre or more complex customer services role ideally within a housing environment.
- Experience in meeting key performance indicators and SMART objectives.
- A good standard of verbal and written communication, which is clear, concise, and easily understandable.
- Ability to problem solve, use own initiative, and ability to make decisions.
- Attention to detail and good quality record keeping and administration.
- Ability to work under pressure, demonstrate resilience and able to deal with conflict and challenging situations in a calm, empathetic and professional manner.
- A positive commitment to teamwork and collaborative working, engaging in open and honest communication.
- Good knowledge and experience of Microsoft 365 & Dynamics.
- Willing to undertake any further training and development that updates job knowledge including systems, processes, and procedures.
- An understanding of the importance of complaints.
- Welsh language is desirable.
This role will
- A generous 30-day annual leave entitlement.
- Local Government Defined Pension scheme.
- Health shield cash back plan for you and your family.
- Hybrid Working
- Learning and development programme where we invest in your personal development.
- Opportunity to be involved in facilitating the diversity and inclusivity across Trivallis.
How to Apply
If you’re interested in applying for this role, then check out the Role Profile and see if you’ve got the skills, experience, and knowledge we’re looking for.
Applications close on Friday 28th July at midnight and if you’d like an informal chat about the role before applying, contact Karen Boyland via email
