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Contact Centre Advisor

  • Job reference: RLC298
  • Location: Christchurch, Dorset
  • Job type: Temporary
  • Area of Expertise: Housing Customer Service Officer
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Job description: Job Title: Contact Centre Advisor x 4
Location: Christchurch, BH23

Pay Rate: £9.47/hour
Contract Type: 12 Weeks Temporary to Permanent
Weekly Hours: 37.5 Hours
Working Hours & Breaks: Between 08:00am - 06:00pm. Shifts include i.e. 08:00am - 04:30pm, 08:30am - 05:00pm, 09:00am - 06:00pm. Please be aware the candidates' get 1 hour lunch and 2 x 15 minutes breaks are pre-scheduled

Interview Date: W/C 5th and 12th November
Start Date: Monday 19th November - Candidates must be able to start on this date

What are the duties in this role?
*Managing high volume of calls (40 - 60 calls per day) regarding all aspects of housing, e.g. repairs, payments, diagnostics and maintenance queries.
*Allocating jobs for Trade Operatives.

Essential criteria:
*Customer service experience
*Good communication skills
*Accuracy and attention to details
*Practical knowledge MS Office packages, mainly Outlook
*Ability to learn new software quickly
*Previous housing experience would be ideal

ROLE (OVERVIEW)
To provide a first point of contact for residents and a range of external and internal customers. To handle a very wide variety of calls; as such the calls are not scripted - they rely on their service delivery skills and knowledge of the Group to provide an excellent customer journey.
We provide first class training and support to our staff; empowering them to become confident decision makers with the aim of resolving a high percentage of queries on the first call. Provision of a high quality service is our aim, so the few targets we have are aligned with this and include: Efficient call handling, quality of the customer journey, and 'first call resolve'.
In return we offer free parking, a great team environment and a competitive benefits package. Our Christchurch head office is accessible from a wide range of locations including Bournemouth, Southampton (west), New Milton and the New Forest.

RESPONSIBILITIES / KEY DUTIES
*Handling inbound calls from customers and housing sector partners
*Providing an efficient, responsive, one-stop service
*Dealing with problem resolution, providing information and advice
*Household repairs diagnosis and fault finding

SKILLS / EXPERIENCE:
*Applicants should ideally have 2 years experience of working within a contact centre or call centre environment. Preferably taking inbound calls and problem solving - not simply making scripted sales calls.
*You will be able to demonstrate strong literacy and numeracy with the ability to communicate effectively with a wide range of people.
*Proficiency in IT systems including Word, Excel and Outlook is expected.
*Previous experience within the housing sector or repairs & maintenance would be advantageous, however all call centre backgrounds (Financial, banking, insurance etc) will be considered.

If you are interested in this position and meet the above criteria, please send you CV now for consideration.
If you require any additional information regarding the position, please call Ryan at Service Care Solutions on 01772 208 966 or send an E-Mail to ryan.curwen@servicecare.org.uk