Contact Centre Agent

Contact Centre Advisor - Pitsea, Essex

• Hybrid working - 6 months contract
• £13.90 (PAYE) OR £17.50 (Umbrella)

We are looking for someone to join a large Housing Association team based within Essex.

As a Contact Centre Advisor, you’ll be the primary point of contact for residents regarding repairs and property maintenance, providing advice and information through various channels to ensure first-time resolution. Key responsibilities include meeting individual and team performance targets, handling maintenance inquiries from leaseholders, and supporting the Neighbourhood Management team in delivering excellent housing and estate management services. You’ll strive for first contact resolution by proactively investigating and addressing residents’ concerns, ensuring they have access to the right services and that their queries or complaints are resolved efficiently. 

Day to Day of the role:

• Serve as the primary point of contact for residents, handling maintenance inquiries and providing support.
• Deliver advice and information via telephone, email, web chat, or in writing, focusing on household-related enquiries to maximise right first-time resolution.
• Meet individual performance targets and contribute to team targets, providing cover and support for other team members as necessary.
• Deal with routine enquiries from leaseholders regarding maintenance.
• Support the delivery of excellent housing and estate management services across a range of digital channels.
• Strive for first contact resolution by proactively investigating and addressing residents’ concerns, ensuring they have access to the right services and that their queries or complaints are resolved efficiently.

Required Skills & Qualifications:

• Strong background within call centre customer service-based roles 
• Background within social housing is desirable but not essential 
• Confident with being on the phone and able to deal with a high volume of calls 
• Strong problem-solving skills and a proactive approach to customer service
• Happy to work between Monday to Friday, 08:00 to 18:00

Benefits:

• £13.90 per hour (PAYE) OR £17.50 per hour (Umbrella)
• Hybrid working - allowing for a balance between office and home working // 3 days from office 2 days from home (after 3 week training period) 
• Comprehensive training programme with full support from the Contact Centre Training Team.

To apply for the Contact Centre Advisor position, please submit your updated CV ASAP - we are look for someone who is able to start ASAP // within a weeks' notice