Business Support / Administration Officer

Contact Centre Advisor Westminster Contract £17.73 per hour Our client is looking for an experienced Contact Centre Advisor Days- Monday- Friday Hours- 8:48 -17:00 Based in the Housing Contact Centre in the Care and Support Team. Report into the Contact Centre Team Manager We have a number of opportunities we are recruiting for visit our website for more details colbernlimited co uk Responsibilities will include: Be the first point of contact for customers making requests or enquiries through a variety of channels. (phone, email ,social media, f2f ) Present an empathetic approach to supporting customers with support needs. Have a focus on delivering suitable outcomes for customer enquiries focusing on swift resolutions. Answering inbound calls within Service level agreement Experience in making outbound calls to customers maintaining the highest standard of customer care. Responsible for managing correspondence via CRM and various databases ensuring they are administered correctly providing accurate statistical returns. Monitoring consistency and accuracy across the team and ensure acknowledgements and correspondence are dispatched within corporate timescales. Raising safeguarding issues for vulnerable customers. Admin tasks associated with the return of paper and online forms Cross referencing information from the form with information currently held on CRM. Data entry of forms where matching has failed. Adding Vulnerability and Reasonable Adjustments based on what is told. Raising safeguarding issues to the contact centre manager Working through a queue of work, making referrals and closing completed tasks Highlighting upload issues - when data is showing incorrectly and keeping an audit trail of this Contribute to achieving contact centre targets and service levels, focusing on customer wait times, call quality, customer satisfaction and first-time resolution Knowledge, skills, and experience Ability to prioritise own workload with high standard of organisational skills. Able to collect and present data clearly. Empathetic approach to the needs of the customer ensuring they receive a high standard of customer care. Ability to use CRM, and strong knowledge of IT software packages including Excel Quick and accurate data entry Contact centre experience. Housing experience (desirable) PLEASE VISIT OUR WEBSITE FOR MORE OPPORTUNITIES colbernlimited co uk The first part of our recruitment process is to send your CV. Should you be short listed Colbern Limited will contact you within 5 days or we may contact you about other job opportunities. Colbern Limited along with our clients are an equal opportunities employer