Customer Service Advisor - Hackney
Description✓Customer Service Advisor – Hackney
✓Salary: £ 15.64 Per Hour
✓Full Time: Monday to Friday – 09:00am to 17:00pm
✓Role Purpose:
✓To provide a first class professional customer service to residents and customers of Hackney Housing as a first point of contact through effectively interacting with customers and delivering information in answer to customer enquiries.
✓The housing service operates two contact centres
✓You will be allocated to either the Neighbourhood Contract Centre which handles calls for Tenancy and Leasehold Services or the Repairs Contact Centre.
✓Responsibilities:
✓Answer telephone enquiries from customers in a professional manner that effectively addresses the concern raised.
✓Research required information using accessible resource.
✓Meet with corporate targets for first call resolution and other key metrics
✓To provide a high quality response to enquiries in accordance with internal quality thresholds as laid out in the balanced scorecard.
✓Provide customers with relevant information to resolve their enquiry.
✓Taking credit/debit payments from customers
✓Process forms, raise orders and applications by customers
✓Route inbound calls to appropriate sections
✓Complete call logs and other ICT systems as directed
✓Make recommendations in relation to appropriate courses of action to prevent a repeat occurrence of particular types of enquiry.
✓Utilise relevant persuasive and reflective listening techniques to guide the customer to an appropriate outcome.
✓Educate and signpost customers about other services ad initiatives that might be available
✓Utilise multiple customer service systems and databases to interrogate information
✓Negotiate financial agreements with customers in order to meet organisational objectives eg
✓Repayment arrangement for rechargeable repairs or rent arrears.
✓Promote and market organisational campaigns eg
✓Channel shift to alternative channels such as on line
✓Provide effective customer service troubleshooting
✓Undertake customer verifications
✓Make recommendations and suggestions to management of service improvements that could be undertaken.
✓To actively promote customer care, value for money and performance management in own role.
✓To demonstrate a whole hearted commitment to the organisational values and culture
✓To positively promote and represent Hackney Housing
✓To promote and environment of continuous learning and improvement.
✓To consistently promote and apply equality and diversity, in line with Hackney Housing policy/ procedures and ensure that this is demonstrated and maintained throughout all areas responsibility.
✓Be aware of, and observe fully and promote, Hackney Housing policies relating to health and safety and risk management and best practice, throughout all areas responsibility.
✓The post holder will be expected to undertake such additional duties or responsibilities, consistent with the role and grade, as may be allocated.
✓We offer:
✓24 hour one on one specialist consultant based within your geographical area
✓4Recruitment Services Employee Benefits Programme
✓Our own dedicated payroll support ensuring you get the full benefits of your payment
✓Recruitment is done in line with safe recruitment practices
✓4Recruitment Services is an equal opportunities employer.
✓To discuss this vacancy or other vacancies in your area please contact Megan Eastop- Stanley on [phone number removed] or via email [url removed] Show more →
✓Salary: £ 15.64 Per Hour
✓Full Time: Monday to Friday – 09:00am to 17:00pm
✓Role Purpose:
✓To provide a first class professional customer service to residents and customers of Hackney Housing as a first point of contact through effectively interacting with customers and delivering information in answer to customer enquiries.
✓The housing service operates two contact centres
✓You will be allocated to either the Neighbourhood Contract Centre which handles calls for Tenancy and Leasehold Services or the Repairs Contact Centre.
✓Responsibilities:
✓Answer telephone enquiries from customers in a professional manner that effectively addresses the concern raised.
✓Research required information using accessible resource.
✓Meet with corporate targets for first call resolution and other key metrics
✓To provide a high quality response to enquiries in accordance with internal quality thresholds as laid out in the balanced scorecard.
✓Provide customers with relevant information to resolve their enquiry.
✓Taking credit/debit payments from customers
✓Process forms, raise orders and applications by customers
✓Route inbound calls to appropriate sections
✓Complete call logs and other ICT systems as directed
✓Make recommendations in relation to appropriate courses of action to prevent a repeat occurrence of particular types of enquiry.
✓Utilise relevant persuasive and reflective listening techniques to guide the customer to an appropriate outcome.
✓Educate and signpost customers about other services ad initiatives that might be available
✓Utilise multiple customer service systems and databases to interrogate information
✓Negotiate financial agreements with customers in order to meet organisational objectives eg
✓Repayment arrangement for rechargeable repairs or rent arrears.
✓Promote and market organisational campaigns eg
✓Channel shift to alternative channels such as on line
✓Provide effective customer service troubleshooting
✓Undertake customer verifications
✓Make recommendations and suggestions to management of service improvements that could be undertaken.
✓To actively promote customer care, value for money and performance management in own role.
✓To demonstrate a whole hearted commitment to the organisational values and culture
✓To positively promote and represent Hackney Housing
✓To promote and environment of continuous learning and improvement.
✓To consistently promote and apply equality and diversity, in line with Hackney Housing policy/ procedures and ensure that this is demonstrated and maintained throughout all areas responsibility.
✓Be aware of, and observe fully and promote, Hackney Housing policies relating to health and safety and risk management and best practice, throughout all areas responsibility.
✓The post holder will be expected to undertake such additional duties or responsibilities, consistent with the role and grade, as may be allocated.
✓We offer:
✓24 hour one on one specialist consultant based within your geographical area
✓4Recruitment Services Employee Benefits Programme
✓Our own dedicated payroll support ensuring you get the full benefits of your payment
✓Recruitment is done in line with safe recruitment practices
✓4Recruitment Services is an equal opportunities employer.
✓To discuss this vacancy or other vacancies in your area please contact Megan Eastop- Stanley on [phone number removed] or via email [url removed] Show more →