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Job Description
MMP Consultancy are looking to recruit a Customer Services Advisor - Repairs on a temporary basis working for a Local Authority based in Hammersmith.
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 within the council, achieving performance targets and high rates of satisfaction
This will be a temporary position paying £22.92 Umbrella
Responsibilities:
* 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
* Capture accurate and detailed information to pass to relevant specialist teams where the Customer Service Center cannot fully resolve a query
* 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 to make a surveyor appointment.
* Develop knowledge of key policies and procedures and to use quiet time to keep this knowledge fresh to deal most effectively with the most frequent service requests.
* Carry out telephone surveys on a range of issues and record the outcomes
* Capture and update relevant customer information
* Work in a performance management driven culture with SMART objectives linked to the overall Customer Service Center key performance indicators, customer satisfaction and first contact resolution targets
* Act as an ambassador for excellent customer service standards taking ownership for resolving each customer enquiry
* Act as positive role model for other staff members, and convey the standards and values at all times
* Quickly understand customer requirements and resolve these in an efficient manner and deliver an excellent customer experience
* Work flexibly and cover shifts when required to ensure service is consistently delivered for all the hours of operation (8am - 6pm Monday to Friday).
Skills & Abilities:
* Demonstrate an understanding of and commitment to Council policies in relation to Equal Opportunity, Customer Care and service delivery, and the ability to implement these policies in the workplace.
* Experience of working in a customer service centre environment or similar customer service focussed organisation, interacting with customers to deliver high quality services
* Experience of working in a fast paced and high-pressure environment
* Experience of dealing with challenging customers
Title: Customer Service Advisor
Location: Hammersmith
Salary: £22.92 Umbrella
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