Role: Customer Service Advisor
Location: West London
Duration: 3 months (in the first instance)
Rate: £16 per hour PAYE
Shifts: (between 8 am – 8 pm Monday to Friday - 36 hour week)
This role will be based in the office 2 days a week and Remote 3 days
We are looking for individuals who are available to start immediately
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 3 months (initially potential for extension)
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.
You will be the first point of contact, providing initial advice and information and resolving requests by; telephone, email, web, and other social media channels
When necessary to direct and/or connect telephone callers and enquiries via other channels to other individuals/departments when more complex advice and assistance is required
You will access and record actions on the council’s central housing database and other systems to provide residents with relevant information and services
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
To act as an ambassador for excellent customer service standards taking ownership of resolving each customer enquiry
You will need to have:-
Excellent professional telephone manner coupled with strong active listening skill and a sunny disposition
Good written skills
Meticulous attention to detail
Be a problem-solver and solution provider
Good IT skills (MS Office) and CRM 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.