Job Title: Housing Customer Service Officer

Location: Pitsea, Essex SS13

Contract Type: Permanent

Weekly Hours: Full Time and Part time shifts available 9am-1pm or 3:30pm-7:30pm (Mon-Sat, 5 day shift pattern)

Start Date: ASAP

Salary: £22,688 rising to £23,856 after probation (pro rata'd for part time)

Our client is looking for an experienced Customer Service Officer to provide an excellent and suitable customer service to our customers, handling all methods of contact and ensuring a prompt and effective response to all enquiries.

Key Responsibilities:

• To be the first point of contact for all customers contacting the Customer Hub regarding repairs and property maintenance, providing appropriate advice and information (either by telephone; email; web chat or in writing) and dealing with the enquiries to maximise Right First Time resolution. Use questioning skills to establish priorities and raise jobs on the system.
• Answering Enquiries -To be the first point of contact for all customers with enquiries concerning repairs and maintenance services
• Repairs - Answer contacts from customers reporting repairs/breakdowns within their home, use questioning skills to establish priorities and raise jobs on the in house system.
• Complaints - Ensure all complaints about repairs and maintenance services are recorded on in house systems and assigned to the appropriate department.

Skills/Experience required:

• Experience of working in a housing management environment
• Experience of working in an environment where you use different methods of communication and are expected to provide a high standard of performance.
• Experience of using IT systems as a source of information and to record information about, and transactions with customers to ensure an up to date and efficient service.
• Experience of a commitment to high standards of customer care and service delivery in an environment where customers may be challenging.
• Willing and able to provide a positive and friendly first response to residents and other callers.
• Able to deal calmly and effectively with distressed or aggrieved telephone callers and bringing the matter to a satisfactory conclusion.
• Able to take proactive action to prevent complaints from escalating.
• Able to refuse a request in a manner that is acceptable to the customer and reflects high standards of customer care.
• Able to take proactive action to prevent complaints from escalating.
• Able to refuse a request in a manner that is acceptable to the customer and reflects high standards of customer care.

If you are interested in this position and meet the above criteria, please send your CV now for consideration.

If you require any additional information regarding the position, please call Lewis at Service Care Solutions on 01772 208 966 or send an E-Mail to Lewis.Hodson@servicecare.org.uk