Role: Customer Service Advisor
Open positions: 3
Location; Yeovil
Contract Type: Ongoing temp
Salary: £13.00ph-£18.93ph (umbrella)

Purpose of Role

To provide an excellent and suitable customer service to our customers, handling all methods of contact and ensuring a prompt and effective response to all enquiries. To resolve 80% of enquiries from our customers and to promote our services along with a professional image of the company.

To ensure the appropriate service is provided to all customers, to identify any needs such as vulnerability and diversity and ensure that equality of service is offered.

Responsibilities:

Provide a front-line service for any enquiries from customers, handling all types of contact including telephone, face to face and digital, and taking responsibility for resolving the enquiry by understanding the customers concerns and offering all suitable options to resolve the enquiry.
Answer enquiries on any enquiry, log all details and ensure 80% resolution on issues including but not exclusively:-Accurately diagnose residents reports of maintenance, defect or planned repairs, raise the orders or inspections, making an appointment for all responsive repair enquiries. Liaise directly with all contractors including defect contractors and ensure the most effective repair is carried out.
Accurately diagnose residents reports of maintenance, defect or planned repairs, raise the orders or inspections, making an appointment for all responsive repair enquiries. Liaise directly with all contractors including defect contractors and ensure the most effective repair is carried out.
Discuss residents’ concerns regarding anti-social behaviour, give advice, log all information on our management systems and confirm in writing to the resident.
Action resident’s requests regarding any tenancy issues/enquiries.
Discuss resident’s enquiries regarding their rent, confirm their balance and any arrears. Ensure they have an arrangement to pay off any arrears.
Book appointments for surveyors, housing/income officers and contractors etc as required.
Follow up complex customer enquiries to ensure they are resolved to our high standards.
Adhere to the rota issued, ensure you are available to handle inbound contact when you are scheduled to be so, to keep to scheduled timescales for lunch and any breaks, and keep your additional wrap and other states within target time.
Carry out administration tasks required that relate to resolving customer contact.
Provide the same service to staff when their request is related to customer service.
Keep up to date with policies and procedures to ensure a consistent service is provided to customers. Use time when there is availability and at quiet times to use available information to keep knowledge fresh.
Review your own Personal Development Plan and Quality Monitoring action plans to work on improvements where identified.
Use all available information when responding to customer enquiries such as previous contact logs, key information regarding vulnerabilities etc.
Capture and update relevant customer information on systems as required.
Offer suggestions of service improvements that you identify during your dealings with customers.
Carry out any tasks commensurate with this post as directed by any member of the Customer Service Management team.

Experience

Previous call centre experience or similar front line service experience.
Proven evidence of meeting contact handling targets.
Evidence of customer service soft skills including empathy, taking ownership
Ability to adhere to scheduled timescales / rota.
Ability to remain calm in challenging situations, adapting communication style to suits the needs of the customer.

Please apply or call Leah Seber at Buid reruitment for more information.

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.