Are you passionate about delivering top-notch customer service professional?
Do you thrive in fast-paced environments where your communication skills can truly shine?
If so, we have an exciting opportunity for you to join a dynamic team at a London local authority!
We are seeking someone to help establish a central point of contact for all housing services and repairs enquiries. Your role will be to provide prompt and positive responses to customer queries, ensuring high levels of satisfaction while meeting performance targets. You'll engage with customers across various platforms – phone, email, web, social media, and post – delivering a consistent, customer-focused service that offers value for money and sets the bar for staff excellence.
Start: ASAP
Duration: Initially 12 weeks
Working pattern: Monday to Friday 36 hours per week (8-hour shifts between 8am and 7pm)
Hourly Rate: £18.52 PAYE or £22.92 Umbrella PAYE
This is an entirely office-based role
Demonstrable experience within customer service support (telephone, webchat, email and face to face) essential.
Job Purpose:
- First Point of Contact: Act as the first responder for residents, providing prompt and supportive assistance via phone, email, web, and social media.
- Effective Communication: Direct more complex queries to the relevant departments, ensuring smooth transitions and excellent customer service.
- Accurate Data Management: Collect detailed information to assist specialist teams in resolving issues beyond the scope of the Customer Service Centre.
- Database Management: Use council systems to provide key information and services, including rent statements, payments, repairs, and appointments.
- Continuous Learning: Stay informed on policies and procedures to address common service requests effectively, improving customer satisfaction.
- Survey Administration: Conduct telephone surveys, recording responses for further analysis.
- Customer Data Updates: Keep customer data up to date to enhance service delivery.
- Performance Excellence: Operate in a performance-driven environment, hitting SMART targets and achieving high levels of customer satisfaction.
- Customer Service Ambassador: Embody our commitment to excellence by taking ownership of customer enquiries and ensuring they are fully resolved.
Experience working in – local authority, housing, housing repairs an advantage.
If you're ready to apply your customer service skills in a rewarding role, apply today,
Interviews to take place as soon as possible.