PURPOSE OF JOB:
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 Contact Centre which handles calls for Tenancy and Leasehold Services or the Repairs Contact Centre.
KEY ACCOUNTABILITIES:
1. Answer telephone enquiries from customers in a professional manner that effectively addresses the concern raised
2. Research required information using accessible resource.
3. Meet with corporate targets for first call resolution and other key metrics
4. To provide a high quality response to enquiries in accordance with internal quality thresholds as laid out in the balanced scorecard.
5. Provide customers with relevant information to resolve their enquiry.
6. Taking credit/debit payments from customers
7. Process forms, raise orders and applications by customers
8. Route inbound calls to appropriate sections.
9. Complete call logs and other ICT systems as directed.
10. Make recommendations in relation to appropriate courses of action to prevent a repeat occurrence of particular types of enquiry.
11. Utilise relevant persuasive and reflective listening techniques to guide the customer to an appropriate outcome
12. Educate and signpost customers about other services and initiatives that might be available
13. Utilise multiple customer service systems and databases to interrogate information.
14. Negotiate financial agreements with customers in order to meet organisational objectives eg repayment arrangement for rechargeable repairs or rent arrears.
Qualifications and Knowledge Requirements:
· Experience of dealing with customer enquiries.
· Experience of working in a customer service environment
· Experience of team work within a busy office environment.
· Knowledge of principles behind delivering an excellent customer service
Skills and Abilities:
· Strong customer service skills
· Excellent interpersonal skills
· Strong verbal and written communication skills
· IT skills (word and excel)
· Ability to plan and organise own workload
· Ability to work flexibly and under pressure when dealing with difficult customers
Job Types: Full-time, Temp to perm
Contract length: 9 months
Salary: From £15.64 per hour
Benefits:
- Company events
- Company pension
- Gym membership
- Wellness programme
Schedule:
- Monday to Friday
- No weekends
Experience:
- Customer service: 5 years (required)
- call centre: 5 years (required)
- housing: 2 years (preferred)
- public sector: 3 years (preferred)
Work Location: In person
Reference ID: RQ901754
