Customer Service Advisor

Location: Sydenham

MMP Consultancy is currently recruiting an enthusiastic Customer Service Advisor to join a Housing Association based in South East London.

Salary: £31,000 to £34,000 - Depending on Experience

As a Customer Service Advisor, you will play a vital role in ensuring residents receive exceptional service and support. Your strong communication will be crucial in delivering a positive customer experience and maintaining high levels of resident satisfaction.

Responsibilities:

Offer a courteous and polite service to residents and other internal and external customers in line with the Customer Service Standards.
Handle all calls from residents in the first instance, deal with initial enquiries and pass to Neighbourhood Officers or other staff as appropriate, including by email.
Promptly and efficiently resolve queries from customers on a wide range of issues, including, but not limited to Repairs, and planned works including defects and chasing contractor Arrears (up to court stage), Rent queries, Transfers, nominations, mutual exchanges and attempted direct applicants;
Advice on Nuisance & Harassment; and Home ownership queries including Right to Buy, Right to Acquire, Shared Ownership, etc.
Provide fair and accurate advice, and send out appropriate information in line with Policies and Procedures
Provide switchboard and Reception services for the client.
To provide Reception services for the Association
Liaise with Area Surveyors to be responsible for identifying, prioritising and raising customer repairs, and allocating work to external contractors.
To check outstanding repair orders, following up queries with contractors and to ensure timely completion of works.
Liaise with repairs contractor with regards to complaints where necessary, identify the problem, trace history and provide information, referring as necessary to other parties.
Requirements:

Experience of working in a customer service or contact centre environment.
Proven background of working in a fast-paced contact centre or directly with members of the public both face to face and over the phone

Experience of logging repairs/raising job orders for external contractors

Experience of working with outsourced contractors
Ability to show initiative and creative thinking in problem solving
Computer literate, with knowledge & experience of MS Office/CRM systems/large databases
Good numeracy skills including the ability to produce simple statistical reports
Good verbal and written communication skills and an ability to effectively represent the Association externally
An excellent telephone manner and verbal communication skills, including ability to sometimes deal with difficult or challenging customers'
Excellent attention to detail