A renowned Housing Association is currently looking for a temporary Customer Service Adviser to work on an ongoing temporary basis.
Key responsibilities are as follows
Provide an excellent personal service to customers by giving accurate advice and effectively matching customers’ needs to our products, ensuring the maximum take up of sales products across private sales, shared ownership and resales.
Deliver high quality responses to a high volume of phone calls and emails in a clear and concise manner, taking responsibility to meet all telephone call and email response targets
Be responsible for pre-qualifying customers and assessing their home ownership needs, matching them accurately to available sales products. Provide advice to customers on the relevant eligibility and affordability criteria for different schemes, and the overall sales process ensuring to cross sell where applicable
Allocate sales viewing slots at all our homes in an efficient manner to maximise use of our resources so that our sales viewings targets are achieved. Also advise customers of important details relating to viewings, such as Health & Safety requirements on a building site
Provide thorough advice on all sales products, and specifically take responsibility to process all product enquiries from initial contact through to completion of all necessary paperwork for sign off by the Sales Contact Centre Manager
Maintain accurate written records of all customer communication and customer information using IT systems
Support the Sales and Marketing teams by helping deliver solutions to challenging scenarios as they arise, managing customer expectations appropriately.
Coach, train and support colleagues where appropriate, e.g. new starters on systems and policies/processes
Be the 'Champion’ for your allocated schemes, attend project team meeting and visit the site and brief colleagues on the scheme so they have all relevant information
Respond to general enquires and complaints in a clear and concise manner, simplify complex matters as appropriate in order to resolve customer issues and prevent complaint escalation, provide buyers with regular updates should delays with sales occur.
Provide general administration support within the team and on additional projects. You will be required to assist with cleansing paper files in order to go paperless
Co-ordinate and help deliver special projects. Undertake project work as required - researching information and presenting findings
Experience of working in a customer service role, preferably dealing with a high volume of enquiries.
Experience of using a complex database or IT system.
Excellent written and verbal communication in order to respond to email and high volume telephone enquiries.
Excellent PC skills including Microsoft Word and Excel, email and calendar systems.
Excellent Time Management Skills