Housing Contact Centre Advisor
Westminster
Job Role
Be the first point of contact for customers making requests or enquiries through a variety of channels. (phone, email ,social media, f2f )
Present an empathetic approach to supporting customers with support needs.
Have a focus on delivering suitable outcomes for customer enquiries focusing on swift resolutions.
Answering inbound calls within Service level agreement.
Experience in making outbound calls to customers maintaining the highest standard of customer care.
Responsible for managing correspondence via CRM and various databases ensuring they are administered correctly providing accurate statistical returns.
Monitoring consistency and accuracy across the team and ensure acknowledgements and correspondence are dispatched within corporate timescales.
Raising safeguarding issues for vulnerable customers.
Admin tasks associated with the return of paper and online forms.
Cross referencing information from the form with information currently held on CRM.
Adding Vulnerability and Reasonable Adjustments based on what is told.
Raising safeguarding issues to the contact centre manager.
Working through a queue of work, making referrals and closing completed tasks.