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Housing Customer Service Administrator

  • Job reference: RLC533
  • Location: West Wickham, Kent
  • Job type: Temporary
  • Area of Expertise: Repairs and Maintenance
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Job description: Job Title: Housing Customer Service Administrator
Location of the job: West Wickham, BR4
Contract type: Temp to Perm
Weekly hours: 35 hours
Working hours: Monday-Friday 9-5
Start date: ASAP

Job Purpose
The role of the Customer Experience Advisor is Call-handling and accurately diagnosing, raising and scheduling a wide range of repairs for residents and communicating regularly with all stakeholders (residents, colleagues and contractors). You'll need to be confident using own initiative and have the ability to update systems and follow processes.
Responsibilities
*Act as the first point of contact for customers and colleagues, successfully handling a
wide range of queries (including accurately diagnosing, scheduling and logging
repairs) right first time only escalating to specialist teams and contractors when
required.
*Offer a speedy, consistent and professional customer experience across a range of
channels (voice calls, live chats, emails, customer portal, mobile app, CRM,
telephony systems, repairs systems, knowledge base, Outlook).
*Quickly and accurately record and update all customer contacts and requests for
services, repairs, bookings and appointments using all relevant in-house systems.
*Contribute in achieving contact centre targets for grade of service, abandoned calls,
right first time, customer portal/app sign ups and overall customer satisfaction,
following agreed policies and procedures.

Person Specification

*Strong Customer Service and Administration Skills
*Experience working in the social housing and/or repairs sectors is essential
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