MMP Consultancy are working with a wonderful organisation who are seeking Customer Service Advisors to join them on a temporary contract.
These roles would suit individuals who thrive in challenging atmospheres and can remain calm under pressure. You will be responsible for providing an exceptional service to the organisations current clientele and potential customers, ensuring all queries are dealt with in a time effective manner with excellent results, this could include liaising with internal and external stakeholders.
Act as first point of contact for all customers contacting the business on all aspects of the provision of services for all business streams, providing appropriate advice and information (either by telephone; email; web chat or in writing)
Dealing with the enquiries to maximise Right First-Time resolution. Where the enquiry cannot be dealt with completely by the Customer Hub, to arrange appointments or pass work on to fieldworkers and other members of staff
Deliver a consistent level of customer service for customers and deliver increased levels of customer satisfaction
Tenancy management enquires, such as reporting of ASB and Domestic Abuse and triaging the cases. Take calls in relation to successions, mutual exchange, subletting reports and notification of death
Deal with estate service issues such as fly-tipping, abandoned vehicles, issues with cleaning and gardening contractors reporting all problems to the Neighbourhood Managers
Follow the complaints procedure and log all complaints appropriately
Deal with rent balance enquiries and take payments, set up and amend direct debits and take payments over the phone
Answer varied enquires from Leaseholders
Answer enquiries relating to Service Charges using the appropriate in-house IT systems to provide answers where possible.
MUST BE AVAILABLE FOR IMMEDIATE START
Experience of working in a Social Housing/Repairs environment (Essential)
Previous experience of using CRM
Exceptional customer service skills
Ability to remain calm under pressure and challenging atmosphere
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