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Housing Customer Service Advisor


Job Title: Housing Customer Service Advisor
Hours: 36.325 Hours
Type: temp for 3 months minimum
Location Leyland PR25
Closing date: Wednesday 3rd August

Our client is looking for an experienced Housing Customer Service Advisor to provide an excellent customer experience through first contact resolution, via any channel including inbound and outbound calls.


Responsibilities:



  • Provide outstanding customer service across all channels to provide first time completion of customer queries.

  • Follow workflow and ensure feedback to improve the effectiveness of all workflows to reflect the evolving requirements of the customers supporting business partners to define the workflows appropriately.

  • Reliable and accurate implementation of workflows to ensure consistency and effectiveness of customer experience in accordance to policies and processes.

  • Ensure skills proficiency to competently work across different customer channels ensuring the delivery of standards customer service.

  • Demonstrate empathy in all dealings with customers to understand intent and requirements to provide appropriate customer focused resolution coaching and advising customers appropriately.

  • Resolve customer queries at first point of contact through complete understanding of tools, systems, workflow and guidance from specialist teams to ensure first time completion of customer queries.

    For more complex cases escalate in accordance to procedures to specialist teams.

  • Coach and support colleagues in the Customer Resolution Centre relating to the effective resolution of customer queries, collaborating across the team to improve the collective knowledge base and understanding of our customers

  • Deliver outbound customer activity as defined by the Customer Service Manager to ensure effective asset administration, compliance, planned maintenance, and stock condition assessments creating an easy and integrated experience for customers across all properties managed.




Essential Criteria:



  • Previous experience within social housing sector is preferred

  • Excellent communication skills;

  • High level of computer literacy covering office systems as well as CRM databases and systems;

  • Experience of working in a customer focused organisation;

  • Experience of customer care techniques;

  • Understanding of resource and workload planning;



If you are interested in this position and meet the above criteria, please send your CV now for consideration.


If you require any additional information regarding the position, please call Ryan at Service Care Solutions on 01772 208 966 or send an E-Mail to ryan.curwen@servicecare.org.uk