Customer Service Advisor - Housing Repairs

JOB PURPOSE

We are looking for a Customer Service Advisor to join our team and be the first point of contact for housing services and repairs. Your mission will be to ensure that our customers receive timely and positive responses, achieving performance targets and high levels of satisfaction. You'll interact with customers through various channels, including telephone, email, web, social media, and post, delivering a consistent, customer-focused service that demonstrates value for money and responsiveness.


JOB DESCRIPTION

To provide a single point of contact regarding housing services and repairs.

To ensure that customers receive a timely and positive response, achieving performance targets and high rates of satisfaction.

To respond to customer enquiries at the first point of contact from a variety of customer access channels, including telephone, email, web, social media, and post.

To deliver a consistent, reliable, customer-focused service, ensuring value for money and responsive services and to act as a positive role model for all staff.


DESCRIPTION OF DUTIES:

Act as the first point of contact, providing initial advice and information and resolving directly the most frequent service requests by telephone, email, web, and other social media channels.

Where appropriate, direct and/or connect telephone callers and enquiries via other channels to other individuals/departments where more complex and specific advice is required.

Capture accurate and detailed information to pass to relevant specialist teams where the Customer Service Center cannot fully resolve a query.

Access and record actions on the council’s central housing database and other systems to provide residents with relevant information and services, for example, to issue a rent statement, take a rent payment, order a repair, and to make a surveyor appointment.

Develop knowledge of key policies and procedures and use quiet time to keep this knowledge fresh to deal most effectively with the most frequent service requests.

Carry out telephone surveys on a range of issues and record the outcomes.

Capture and update relevant customer information.

Work in a performance management-driven culture with SMART objectives linked to the overall Customer Service Center key performance indicators, customer satisfaction, and first contact resolution targets.

Act as an ambassador for excellent customer service standards, taking ownership for resolving each customer enquiry.

Act as a positive role model for other staff members and convey the councils standards and values at all times.

Quickly understand customer requirements and resolve these in an efficient manner to deliver an excellent customer experience.

Work flexibly and cover shifts when required to ensure service is consistently delivered.


ABOUT YOU

Requirements:

Exceptional customer service skills and a genuine passion for helping people

Excellent communication skills, both written and verbal

Ability to adapt to changing situations and handle a variety of customer inquiries

Strong attention to detail and accuracy in data capture

Previous experience in a customer service role is preferred but not required

Willingness to work flexible hours to meet the needs of our customers

A positive attitude and a commitment to upholding our organization's values

Familiarity with housing services and repairs is preferrable


If you are passionate about delivering exceptional customer service and making a positive impact within the community, then we want to hear from you. Apply now to join our dedicated team and help shape the future of housing services and repairs in our borough.

Apply now to be a part of our customer-focused team!