Job Details
JOB PURPOSE
We are looking for a Customer Service Advisor to join our team and be the first point of contact for housing services and repairs. Your mission will be to ensure that our customers receive timely and positive responses, achieving performance targets and high levels of satisfaction. You'll interact with customers through various channels, including telephone, email, web, social media, and post, delivering a consistent, customer-focused service that demonstrates value for money and responsiveness.
JOB DESCRIPTION
Description of Duties:
Act as the first point of contact, providing initial advice and resolving common service requests through telephone, email, web, and social media.
Direct and connect callers to other departments when more complex advice is needed.
Capture accurate and detailed information to escalate to specialist teams when necessary.
Utilize our housing database and systems to provide residents with relevant information and services, such as issuing rent statements, processing payments, ordering repairs, and scheduling surveyor appointments.
Continuously develop your knowledge of key policies and procedures to effectively handle common service requests.
Conduct telephone surveys on various issues and document the outcomes.
Update and maintain customer information as needed.
Work within a performance-driven culture with SMART objectives aligned with key performance indicators, customer satisfaction, and first contact resolution targets.
Serve as an ambassador for excellent customer service standards and take ownership of resolving each customer enquiry.
Set a positive example for other team members, embodying LBHF's standards and values at all times.
Quickly understand customer requirements, resolve issues efficiently, and deliver outstanding customer experiences.
Be flexible with your schedule to cover shifts as needed to ensure consistent service delivery during our operating hours (8am – 6pm, Monday to Friday).
ABOUT YOU
Requirements:
Exceptional customer service skills and a genuine passion for helping people
Excellent communication skills, both written and verbal
Ability to adapt to changing situations and handle a variety of customer inquiries
Strong attention to detail and accuracy in data capture
Previous experience in a customer service role is preferred but not required
Willingness to work flexible hours to meet the needs of our customers
A positive attitude and a commitment to upholding our organization's values
Familiarity with housing services and repairs is preferrable
If you are eager to make a difference in the lives of our residents and are ready to take on this exciting role, we encourage you to apply. Join us in providing outstanding housing services and making a positive impact on our community.
Apply now to be a part of our customer-focused team!
Apply Now