If you’re looking for an opportunity where you can get your foot in the door and deliver exceptional customer service we want to hear from you!
To support the continued success and growth of our Customer Contact Centres, we are looking for compassionate and friendly Contact Centre Advisors to join our teams in West Malling - THIS ROLE WILL BE WORKING FROM HOME INITIALLY
About the role
These roles will help handle incoming calls from customers for housing related matters including income collection, housing and tenancy management, repairs and complaints.
Some of the key duties include:
• Provide a high quality inbound and outbound service through our traditional telephony, postal and email as well as our emerging multi-channel platforms (Web, and other self-service portals)
• Take ownership and effectively and proactively resolve customer enquiries with a ‘Right First Time’ aim and approach for all Housing, Income, Repairs and tenancy related enquiries
• Manage and conclude service failure, customer dissatisfaction and complaint enquiries effectively and sensitively at the point of contact where possible
• Carry out a range of administrative tasks arising from customer contacts, liaising where required with colleagues from other parts of the organisation and external agencies to provide positive customer outcomes within a timely manner (agreed SLA and KPI targets)
You will have proven experience working within a contact centre or a telephone-focused customer service environment and excellent communication skills. You will be a fast learner and confident using computer systems.
If you feel you have the right skills and experience to succeed in the role we would love to hear from you.