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Job description

To provide a first class professional customer service to residents and customers as a first point of contact through effectively interacting with customers and delivering information in answer to customer enquiries.

You will be allocated to either the Neighbourhood Contact Centre which handles calls for Tenancy and Leasehold Services or the Repairs Contact Centre.

KEY ACCOUNTABILITIES:

• 1. Answer telephone enquiries from customers in a professional manner that effectively addresses the concern raised
• 2. Research required information using accessible resource.
• 3. Meet with corporate targets for first call resolution and other key metrics
• 4. To provide a high quality response to enquiries in accordance with internal quality thresholds as laid out in the balanced scorecard.
• 5. Provide customers with relevant information to resolve their enquiry.
• 6. Taking credit/debit payments from customers
• 7. Process forms, raise orders and applications by customers
• 8. Route inbound calls to appropriate sections.
• 9. Complete call logs and other ICT systems as directed.
• 10. Make recommendations in relation to appropriate courses of action to prevent a repeat occurrence of particular types of enquiry.
• 11. Utilise relevant persuasive and reflective listening techniques to guide the customer to an appropriate outcome
• 12. Educate and signpost customers about other services and initiatives that might be available
• 13. Utilise multiple customer service systems and databases to interrogate information.
• 14. Negotiate financial agreements with customers in order to meet organisational objectives eg repayment arrangement for rechargeable repairs or rent arrears.
• 15. Promote and market organisational campaigns eg channel shift to alternative channels such as on line
• 16. Provide effective customer service troubleshooting.
• 17. Undertake customer verifications

Rate: £15.64 Umbrella

Job Types: Full-time, Temporary contract
Contract length: 3 months

Salary: £15.64 per hour

Schedule:

• Monday to Friday

Experience:

• Administrative: 1 year (preferred)
• local authority: 1 year (preferred)

Work Location: One location