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Job Details

A local government council based in West London is seeking a Customer Service Advisor to work support local residents in supporting housing services and repairs throughout the borough for an initial 3 months initially. 

Role: Customer Service Advisor 
Location: West London 
Duration: 3 months initially 
Rate: £16 per hour PAYE 
Shifts: (8 am – 8 pm Monday to Friday).
This role will be based in the office 2 days a week and Remote 3 days 

We are looking for people that are available for immediate starts

Role purpose

To provide a single point of contact for those contacting the council about housing services and repairs.
To ensure that customers receive a timely and positive response to their contact with LBHF, achieving performance targets and high rates of satisfaction
To respond to customer enquiries at the first point of contact from a variety of customer access channels, including telephone, email, web, social media, and post.
To deliver a consistent, reliable, customer-focused service, ensuring value for money and responsive services to anyone contacting the council and to act as a positive role model for all staff.
 
Role duties

To act as the first point of contact, providing initial advice and information and resolving directly the most frequent service requests by; telephone, email, web, and other social media channels
Where appropriate to direct and/or connect telephone callers and enquiries via other channels to other individuals/departments where more complex and specific advice is required
To capture accurate and detailed information to pass to relevant specialist teams where the Customer Service Center cannot fully resolve a query
To access and record actions on the council’s central housing database and other systems to provide residents with relevant information and services, for example, to issue a rent statement, take a rent payment, order a repair and make a surveyor appointment.
To develop knowledge of key policies and procedures and to use the quiet time to keep this knowledge fresh to deal most effectively with the most frequent service requests.
To carry out telephone surveys on a range of issues and record the outcomes
To capture and update relevant customer information
Work in performance management has driven culture with SMART objectives linked to the overall Customer Service Center key performance indicators, customer satisfaction and first contact resolution targets
To act as an ambassador for excellent customer service standards taking ownership of resolving each customer enquiry

Person Specification: 

Excellent telephone and written manner 
Strong attention to detail
Problem-solving and solution-driven 
Efficient in MS Office and Data entry systems 
Previous experience in customer service ideally 3-5 year
 
We are looking to hold interviews early next week with a view to a start asap. Please do submit your CVs as soon as possible. The deadline for Applicants will be Thursday 21st April 2022 at 5 pm