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We are seeking a highly motivated and customer-focused individual to serve as the first point of contact for customers. This role involves providing a professional and empathetic response to inquiries, directing calls appropriately, and delivering an exceptional reception experience. Your dedication to improving customer satisfaction and effectively resolving queries will contribute significantly to our high-quality service delivery.
Job Title: Customer Support & Reception Coordinator
Location: Evesham
Salary/Pay Rate: £16.50 P/H (Paid Weekly VIA Umbrella)
Contract: Until March 2025 (potential for extension)
Key Responsibilities:
- Answer incoming calls promptly, identify the nature of inquiries, provide solutions when possible, and transfer calls to the appropriate teams if required.
- Log customer inquiries in the housing management system (HMS) as appropriate.
- Provide a welcoming and efficient reception service, offering accurate information about services, managing site visitors, and handling deliveries.
- Ensure the reception area remains tidy and up-to-date with relevant information to reflect the organization’s standards of service.
- Deliver accurate advice to customers regarding rent accounts, repairs, housing benefits, and other related services.
- Utilize comprehensive knowledge of organizational operations to assist customers directly, enabling specialist teams to focus on more complex cases.
- Log formal complaints and direct them to the appropriate team or colleague for resolution.
- Monitor and address negative customer feedback expressed via social media, de-escalating dissatisfaction where possible and documenting these instances.
- Collaborate with the wider housing team as needed, including coordinating information for specific services such as food parcel referrals.
Skills and Qualifications:
- Exceptional communication skills with a strong focus on active listening and empathy.
- Ability to remain professional and courteous in high-pressure situations.
- Competency in using housing management systems or similar databases (training provided if necessary).
- Excellent organizational skills to manage multiple tasks efficiently.
- A proactive attitude toward improving customer experiences.
Why Join Them?
Be part of an organization that values customer care and community impact. they offer a supportive working environment and opportunities to grow your skills in a rewarding and purpose-driven role.
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