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Role Purpose
- To operate as part of the team of Housing Resolution Officers, providing the efficient day-to-day operation of first point of contact for customers via all channels (web, telephone, face to face, correspondence, mobile, sms text messaging and email). . To take ownership and actively handle and resolve 80% of customer contacts at the first point of contact.
Requirements
- Candidates will have strong customer service skills and experience in working with Housing Repairs.
- Knowledge of Northgate Housing system is preferred but not essentia
- Experience working in a housing association or council
Responsibilities
- To deliver a high standard of customer service across all channels. Recognise when customers are vulnerable or require extra assistance and ensure their needs are met, in a professional manner, maintaining high levels of first point of contact resolution and customer satisfaction.
- To demonstrate subject specialisms in relevant areas and act as subject matter expert for the team within the contact centre, through maintaining effective links with the relevant areas. Acting as a role model to less experienced staff, displaying exemplary behaviours and commitment to the team, the service, the organisation and all external customers.
- Accurately diagnosing council housing repairs, making appointments and chasing contractors as required and following up on issues raised by the out of hours service.
- Obtain technical advice as required from Supervisors and Surveyors. Explain complex technical repairs advice clearly to customers in order to agree a resolution.
- Dealing with calls from Enfield residents relating to a wide variety of council housing issues and determining the appropriate cause of action; resolving issue in real-time and where necessary refer issues to back office teams in various sections of Council Housing. Including Leaseholder, Neighbourhood, Income recovery, Housing Advisory Service queries.
- Resolve complaints at the first point of contact. Investigate, resolve and reply to formal complaints. To identify learning from complaints and recommend areas for service improvement based on information from customers in order that we continuously improve our service
Contract
- Initial 3 to 6 month ongoing contract
- PAYE via Umbrella
- Monday to Friday 9am to 5pm
- Flexible working from home and office on a rota basis. Candidates will attend a 2 week training course both classroom and shadowing in the office and home.
If you are interested in this position AND meet the requirements, APPLY NOW!
