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Housing Customer Service Advisor

  • Location

    Lewisham

  • Sector:

    Social Housing

  • Job type:

    Contract

  • Salary:

    £22k - 24.5k per year

  • Contact:

    Holly Lewis

  • Contact email:

    holly.lewis@buildrec.com

  • Contact phone:

    020 3176 4790

  • Job ref:

    HL_116122

  • Published:

    14 days ago

  • Expiry date:

    2019-07-11

 

Housing Customer Service Advisor
Location: London Bridge
Salary: £22-24.5K
Hours: Monday – Friday, 8am – 6pm on a variable shift pattern (37.5 Hours Per Week)

I currently have an exciting opportunity for an experienced customer service advisor to join a team based in London Bridge working in a vibrant office on a fixed term contract for 12 months.

You will be the first point of contact dealing with a full range of enquires relating to tenancy management, income, repairs/maintenance and community investment ensuring that 80% of calls are successfully resolved. You will have the ability to deliver comprehensive advice and services in connection with all inbound contacts including but not limited to the following types of customer enquiry:

Repairs
Raise repair orders according to the correct priority
Accurately diagnose repairs using the in-house diagnostic tool
Check history to ensure duplicate jobs are not raised
Arrange the most appropriate appointment date in accordance with
Procedure
Select most appropriate SOR code in accordance with training and diagnostic tool

Rent Account

Support income maximisation by providing information and advice in regards to payment options

Taking payments in accordance with training to ensure PCI compliance

Agreeing payment agreements with customers

Housing Management

Tenancy Transfer Rehousing options
Anti-social behaviour
Succession
Assignment
Mutual Exchange
Community investment

Complaints

Identify failure in service delivery and take steps to put this right for customers at first point of contact

To move between different inbound channels operated in the centre according to the peaks and troughs of work flow.

To make appropriate appointments for customers with neighbourhood and income officers ensuring diaries are checked for availability

To use the most appropriate contact channel in respect of responding to customer enquiries received by email or on web chat

To use business systems in an appropriate way to record all contact with customers in accordance with established processes, procedures and policies

To promote self-service options to customers in order to reduce demand into the centre

To deliver a personalised service to all customers ensuring customer effort is minimised at all times

To adhere to departmental working practices including the use of PPE and ensuring compliance with Data Protection and PCI
To highlight to team managers any issues which prevent you delivering an excellent customer experience

To maximise your productivity by ensuring best practice is consistently used in call handling and post call administration

To meet your personal objectives while working towards team targets and KPIs

To take personal responsibility for own development and receive feedback in a positive manner


General

To positively promote the organisation’s Equal Opportunities, Diversity and Inclusion policies and Health and Safety policies and procedures, ensuring that these are always applied  to all aspects of work

To ensure that respect of the privacy of customers, employees and other parties is maintained in the handling of personal information in a sensitive and professional manner by ensuring PCI compliance and Data Protection regulations are met.

To ensure that you are Living our Values which lie at the heart of everything we do and inform how we work with each other and in achieving our end goals for our residents and communities

The ideal candidate must have experience of working in a customer services environment within the housing sector. Must be able to deal with a high volume of calls and have a proven track record achieving or working to targets.

Build Recruitment Limited acts as an Employment Business for the supply of temporary workers and an Employment Agency in relation to permanent vacancies. Build Recruitment is an equal opportunities employer.