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CUSTOMER SERVICE ADVISOR

CUSTOMER SERVICE ADVISOR

Posted 17 April by REED Ended
Be the first point of customer contact. Take ownership and responsibility for
resolving Customer queries at the first point of contact. Advise on a range of housing
and property services, resolve queries at first point of contact. Using a variety of
communication methods.

• Undertake key administration services / transactional work associated with Customer
and business needs to support multiple service areas.

Respond to all Customer queries positively, liaising with stakeholders, partners and
colleagues. Use available IT systems and resources including processes and policy
documents to ensure accurate information is provided to Customers at all times.
• Identify the basis of the Customer query at the first point of contact, give advice and
take action as required. Where needed, follow-up with colleagues to ensure resolution.
• Ensure that accurate, comprehensive and concise information regarding all Customer
contact is documented on our IT system in a timely fashion.
• Respond to all customers positively and empathetically; address concerns and record
the feedback accurately.
• Identify improvements to the services we provide to Customers or the way the team
works. Make suggestions to improve efficiency to Team Leaders or via the Staff
Suggestion Scheme.
• Manage Customer expectations on behalf of the business and sign-post to other
agencies where Customers can find support where appropriate (e.g. Police, Local
Authority services, Utility Providers etc.)
• To assist in the delivery of the income management service in accordance with relevant
policy, procedures and statutory requirements, ensuring prompt and appropriate action
is taken to recover debts
• Take personal responsibility for adhering to our code of conduct, Customer Care and
key legislation such as the Data Protection Act.
• Be an advocate for and consistently demonstrate behaviours in line with our
Values.
• Consistently provide accurate information when offering advise to Customers on all
queries.
• To assist in the delivery of the income management service in accordance with relevant
policy, procedures and statutory requirements, ensuring prompt and appropriate action
is taken to recover debts
• Accurately diagnose repairs for the required trade, scheduling and planning
appointments for Customers and other service providers, debriefing jobs to ensure
system records are in line with company policy and agreed timescales.
• Ensure an understanding of policies enabling you to provide accurate advice to
Customers.
• You have authority to complete rent income payments and / or raise purchase orders
up to the value agreed in line with policy and relevant to area of business that you are
providing support.

Reed Specialist Recruitment Limited is an employment agency and employment business

Reference: 34674918

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