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Customer Service Advisor (Call Centre/Social Housing)
June 4, 2019 | Comments Off on Customer Service Advisor (Call Centre/Social Housing)
Position: Customer Service Advisor (Call Centre)
Sector: Social Housing/Facilities & Maintenance
Location: Croydon, Surrey
Package: £20,000 + Perks
Reporting to: Customer Service Manager
Purpose
The day to day responsive and resolving of customer queries
To raise jobs and book appointments regarding repairs
Offer support to the department by collectively answering between 350 - 500 calls per day
Responsibilities
Provide excellent customer service with sound resolution to queries
Identifying problems and allocating jobs to relevant department(s)
Adhering to company's customer service handling procedures
Appointment scheduling and existing works update
Taking inbound calls from residents and social housing providers in relation to repair works
Investigating complaints/delays and other defects
Diary management/re-arranging appointments
Adhering to Call Handling Procedures, policies and operational processes in order to ensure a "First Class" Service is delivered at all times.
Contribute to team effort by accomplishing related results as needed
Updating reports and spreadsheets using Microsoft Office
Key Deliverables
To represent the company in a professional manner while carrying out your duties
To operate well as part of team, willing to speak up and take lead when required
To be proactive and have a determined approach to business
To always act in the best interests of the company
Develop a good understanding of internal systems and how they interlink
To be prepared to challenge and be challenged
Demonstrate the highest levels of customer care
Assist in ensuring compliance with all relevant legislation, good practice and policy
Demonstrate a commitment to effective team working
Experience/knowledge required
Proven experience working in a call centre within the construction/social housing/maintenance.
Experience of dealing with high volume calls/complaints
Technical knowledge of repairs within the maintenance or building industry
Good communication and time management skills
Behaviours and attitudes to deliver "Right First Time" service and identify customer needs
Excellent IT skills including the use of internal cost systems and particularly advanced in Excel.
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Disclaimer: This vacancy is based in the United Kingdom. Barker Ross Recruitment only operates in the UK and can only process applications from candidates who are currently a resident and eligible to work in the UK.
Whilst we endeavour to contact you following your response due to the high volume of applications this cannot always be possible. If you have not had notification within 7 days unfortunately your application has not been successful.
This vacancy is being advertised on behalf of Barker Ross Group who is acting as a recruitment agency.
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