A fantastic opportunity has emerged for a Customer Service Advisor to join the housing department at one of Adecco's leading public sector clients, in a temporary assignment for their Contact Centre team.
The role is full time Monday-Friday 9am-5:00pm (35 hours each week), and the successful candidate will be expected to work from our client's Finsbury Park office in North London five days each week.
The nature of the role means you will be expected to handle incoming calls to our client's contact centre, providing comprehensive housing advice and responding to email enquiries. It is an exceptionally busy team, where you will be the first point of contact for residents, contractors and other stakeholders ensuring an excellent customer service is provided at all times. A public sector housing background or knowledge regarding income recovery would be ideal, but is not essential.
This is an exceptionally busy team and quick moving, meaning that any candidates will have to be able to adapt quickly to the situation and be resilient. It would be great if potential candidates have a background in housing already, have worked in a busy frontline housing service and call centre environment.
Potential candidates should be:
- Excellent communicators who will give clear and concise advice to customers
- Good listeners who will be empathetic when helping residents/customers facing challenging personal circumstances
- People with good attitude and are willing to learn
- Quick learners who will be motivated and think innovatively to find solutions for their customers' housing problems
- Able to work effectively in a team and independently
- Good IT skills
- Flexible and able to adapt quickly to the changing needs of our service
- Ability to operate effectively in a changing environment, to develop and acquire new skills and knowledge
- The ability to apply learning in the workplace to support continuous improvement of business systems for the benefit of customers
- Excellent oral and written communication skills and the ability to assist residents with arrears enquiries and determine the correct course of action, by analysing their account history.
- Handle calls from residents regarding anti social behaviour, other casework and complaints, ensuring all details are correctly recorded and the resident is advised to follow the correct procedure
- Produce various standard letters, documentation and emails to action as required
- Escalate to line manager, and/or the correct staff member/department to deal with if unable to resolve the issue.
- Ability to accurately record all customer contacts, and actions on the customer service management system (Kypera), including the logging of: repairs, transactions, compliments, complaints and correspondence.
- Take ownership of all queries, personally resolving routine, non-complex issues and passing more complex issues on in line with team service level agreements, chasing for progress reports intermittently and reporting back to the customer.
Only applicants who feel they meet the above criteria, are comfortable working from our client's North London Finsbury Park office five days a week and can start on short notice (1-2 weeks' notice maximum) need apply.