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Position: Call Handler
Sector: Housing Repairs
Location: Billericay
Salary: Up to £27k per annum
We are looking for a customer care call handler to join our team in Basildon.Your primary responsibility will be to take a large volume of inbound calls, booking appointments and assisting engineers.
Responsibilities:
- Provide fantastic customer service support to all incoming calls including residents, clients, other departments.
- Responsible for inbound calls with a helpful, with a professional approach
- Distribute incoming calls to the relevant department.
- Book appointments for works by telephone and email.
- Manage large amounts of inbound calls, emails and webchats calls in a timely manner.
- Identify customers’ needs and pass to correct department
- Build sustainable relationships with residents / clients.
- Always put the customers needs first.
- Administration duties.
- Take ownership for responding to inbound communications (calls and emails).
- Demonstrate good understanding of the different customer groups/personas, and tailor your style and response to appropriately meet the customer’s needs.
- Follow the contact centre script and/or system diagnosis tool to ensure the right information is captured and validated (e.g. contact details, preferred contact method, etc).
- Accurately diagnose the issue by utilising the system diagnosis tool, supplemented by your own knowledge and experience.
- Where possible and appropriate, help the resident to self-solve simple and low risk issues (e.g. checking the status of ther gas or electricity meter, re-setting a blown fuse, etc).
- Where an appointment is required, work to ensure that it is offered in line with contractual Service Level Agreements (SLAs), the customer’s preferences and Operational constraints.
- Ensure that the system is updated in a timely manner so that the client and the Operations team are in receipt of the most up to date information.
- Where a resident wants to re-book an appointment, it may be necessary to liaise direct the Planners and Service Controllers to communicate short-notice changes.
- Capture detailed notes on the system to support operatives in completing a first time fix on site.
Experience Required
- You will have previous administrative experience with evidence of delivering excellent customer service and maintaining high quality relationships.
- You will have excellent interpersonal skills and deliver effective interaction with all internal and external stakeholders.
- You will have the ability to develop and maintain good working relationships with key stakeholders and ensure best practice prevails throughout the contract.
- You will have excellent telephone skills and be able to obtain detailed information from telephone discussions.
- Repairs knowledge preferred
For more information please call Leah Seber at Build Recruitment, or apply with your CV today.
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.
