Customer Service Advisor (Housing Repairs)

Role - Customer Service (Housing Repairs) Mon - Fri Office based  West London £23 per hour via Umbrella  3 to 6 months ongoing contract  Role Purpose  To provide a single point of contact for those contacting the council about housing services and repairs. To ensures that customers receive a timely and positive response to their contact with the council, achieving performance targets and high rates of satisfaction. Responsibilities  To act as the first point of contact, providing initial advice and information and resolving directly the most frequent service requests by; telephone, email, web, and other social media channels Where appropriate to direct and/or connect telephone callers and enquiries via other channels to other individuals/departments where more complex and specific advice is required To capture accurate and detailed information to pass to relevant specialist teams where the Customer Service Centre cannot fully resolve a query To access and record actions on the council’s central housing database and other systems to provide residents with relevant information and services, for example, to issue a rent statement, take a rent payment, order a repair and to make a surveyor appointment. To develop knowledge of key policies and procedures and to use quiet time to keep this knowledge fresh to deal most effectively with the most frequent service requests. To carry out telephone surveys on a range of issues and record the outcomes To capture and update relevant customer information To work in a performance management driven culture with SMART objectives linked to the overall Customer Service Centre key performance indicators, customer satisfaction and first contact resolution targetsRequirements Experience of working in a customer service centre environment or similar customer service focussed organisation, interacting with customers to deliver high quality services HOUSING REPAIRS EXPERIENCE Experience working in a housing association or council is ESSENTIAL Experience of working in a fast paced and high-pressure environment Experience of dealing with challenging customers If you are interested in this position AND meet the requirements, APPLY NOW