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A fantastic opportunity has emerged for a Customer Service Advisor to join the housing department at one of Adecco's leading public sector clients, in a temporary assignment for their Contact Centre team. If successful, this role will lead to a permanent contract paying 29,332 per annum.
The role is full time Monday- Friday 9am-5:00pm (35 hours each week), and the successful candidate will be expected to work from our client's Finsbury Park office in North London five days each week. You will work in our client's home ownership team, reporting directly into the Home Ownership Manager.
The nature of the role means you will be expected to handle incoming calls to our client's contact centre, providing comprehensive housing advice and responding to email enquiries. It is a busy team, where you will be the first point of contact for leaseholders and shared owners, ensuring an excellent customer service is provided at all times. A public sector housing background or knowledge regarding leasehold/home ownership services would be ideal, but is not essential as full training will be provided on homeownership/leasehold matters.
Potential candidates should be/possess:
- Excellent communicators who will give clear and concise advice to customers
- Good listeners who will be empathetic when helping residents/customers facing challenging personal circumstances
- People with good attitude and are willing to learn
- Quick learners who will be motivated and think innovatively to find solutions for their customers' housing problems
- Able to work effectively in a team and independently
- Good IT skills
- Flexible and able to adapt quickly to the changing needs of our service
- Ability to operate effectively in a changing environment, to develop and acquire new skills and knowledge
- The ability to deal with enquiries from customers around lease extensions, staircasing, renewal applications and all leasehold and estate management issues that may arise.
- Excellent oral and written communication skills and the ability to assist residents with arrears enquiries and determine the correct course of action, by analysing their account history.
- Able to provide a customer-focused service to manage homeowner queries
- Produce various standard letters, documentation and emails to action as required
- Escalate to line manager, and/or the correct staff member/department to deal with if unable to resolve the issue.
- Deal with queries around s20 consultation letters
- Manage and resolve basic leasehold enquiries to include assignments, permissions, sub-letting and any other enquiries that may be raised
- Ability to accurately record all customer contacts, and actions on the customer service management system (Kypera), including the logging of: homeownership queries, transactions, compliments, complaints and correspondence.
- Welcoming new residents to the service, ensuring any issues are resolved and providing a high-quality customer experience
Only applicants who feel they meet the above criteria, are comfortable working from our client's North London Finsbury Park office five days a week and can start (in April 2025) on short notice (1-2 weeks' notice maximum) need apply.
