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Key Responsibilities:
- Receive inbound calls from social housing clients seeking to book appointments for various housing-related services.
- Provide professional and empathetic customer service while actively listening to client inquiries and concerns.
- Use a computerised system to accurately record and update client information, appointment details, and relevant notes.
- Assess client needs and determine the appropriate appointment type and availability.
- Provide accurate information to clients regarding appointment dates, times, locations, and any required documentation or preparation.
- Assist clients in rescheduling or cancelling appointments as necessary.
- Collaborate with internal departments and external stakeholders to facilitate the smooth coordination and execution of appointments.
- Follow-up with clients to confirm appointments
- 1 year customer service experience
- Call Centre experience would be a bonus
- Strong communication skills, both verbal and written
- Active listening skills to understand client needs and provide appropriate solutions.
- Excellent organisational skills and attention to detail
- Empathy and patience to address client concerns and provide support in a compassionate manner.
- Problem-solving skills to handle challenging situations and find appropriate resolutions.
- Due to location you must be able to drive
