Job Summary:
As a Customer Services Advisor, you will be part of a high-performing team dedicated to providing outstanding service for our customers across all channels, dealing with a range of inquiries at first point contact. You will provide efficient and effective customer service, handling various housing and responsive repair service requests.
The following list outlines typical duties expected of the post holder. It is not exhaustive, and other duties of a similar nature and level may be assigned from time to time. The post holder will be responsible for achieving objectives and annual KPIs based on organisational needs.
KEY RESPONSIBILITIES (Functional):
1. Provide efficient customer service, handling service requests promptly within response times, offering appropriate answers or transferring to relevant colleagues or teams.
2. Provide accurate information and advice on services such as rent accounts, repair statuses, housing benefits, and contact details.
3. Develop a thorough understanding of the organisation's operations and team responsibilities to support customers effectively and enable specialist teams to focus on complex issues.
4. Offer guidance related to housing management and responsive repairs.
5. Collaborate across teams to secure updates and outcomes for customers regarding repairs and inquiries.
6. Deliver quality customer service, providing clear solutions, and handling queries and complaints professionally and courteously.
7. Ensure call handling meets set targets for response time and customer satisfaction.
8. Understand and address customer needs, supporting colleagues in service delivery and development.
9. Complete transactions, including payments, following protocols.
10. Update key customer information accurately in housing management and contact systems after each interaction.
11. Log and escalate formal complaints appropriately for investigation and response.
12. Follow training, scripts, and information provided during call handling.
13. Uphold policies and procedures, including health and safety, and promote service quality improvements.
14. Utilise available technology to enhance customer interactions and support.
15. Proactively develop and maintain strong networks with colleagues and external agencies to ensure service excellence.
KEY RESPONSIBILITIES (Organisational):
1. Contribute to operational planning.
2. Maintain professional knowledge, support colleagues, and promote collaborative working.
3. Provide data, information, and testimonials for reports.
4. Promote effective communication, customer service excellence, and continuous improvement.
5. Develop and sustain relationships with colleagues and external agencies for service delivery.
Health and Safety Responsibilities
1. Conduct activities safely, following the organisation's health and safety policies.
2. Ensure risk assessments are in place and colleagues are aware of safety instructions and PPE requirements.
3. Make team members aware of role-specific risks, ensuring adherence to safety instructions and PPE use.
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