Office Support

Customer Service Advisor

South East England

£15.00 LTD  

Per hour

Contract

 
Your Contact

Brooke Stebbings-Kirby

Consultant | Office Support

 
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Specialising in Home Repairs

I am currently working with a Local Authority based in East Sussex.


They are looking for a Customer Service Advisor to support them within their busy Repairs Team.

This role will be full time 37 hours per week, 5 days in office and will last initially until the end of January.


Key Tasks

  • Interacting with customers across multiple channels: phone, letter, email, via customer portal and self-service channels and a range of social media channels. Introduce themselves, polite, patient, speaks clearly, with good people skills. Has empathy and understanding.
  • Act on contact and take personal ownership repairs requests and raise orders on Homes First repairs database.
  • Understand customer phone and online property repairs to ensure that the works request is allocated the correct priority for the type and urgency of work, as set out under the service level agreements with contractors, and service level agreements with customers.
  • Develop good use of repair ordering system to be able to interrogate system repair records history, and tenant data, to identify tenant or property specific details that need special consideration. Being able to give caller details of order raised, action to be taken.
  • Develop a good use of other property systems to check property data such as planned major works where this could affect response repair works required,
  • Diagnose customer repair request to fully understand the work required to raise orders with correct schedule of works. To ensure allocation to correct contractor to support Homes First targets for achieving “right first-time fix” and to seek the most cost-effective solution to each repairs request.
  • Proactively managing and resolving issues where possible or referring them to the relevant team or contractor using scripts and processes when required.
  • Carrying out a range of other related duties (e.g. making service bookings, taking and processing payments, capturing statistical data or sending correspondence) as required for customer services team or where support and cover required for repairs officer team.

Consultant | Office Support

Brooke Stebbings-Kirby

Brooke tackles every task with gusto, she’s not afraid to get on the phone to source the very best talent she can, and the very best talent is more than happy to work with her because they know she is trustworthy, kind, and committed.
Your ambition is our ambition.
Your ambition is our ambition.
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