Customer Service Representative (Repairs)

Are you passionate about providing exceptional customer service? Do you thrive in a fast-paced environment where your communication skills shine? If so, we have an exciting opportunity for you to join our team at a fantastic local authority!

The aim is to create a single contact point for people contacting the council about housing services and repairs. The goal is to provide timely and positive responses, meeting performance targets and ensuring high customer satisfaction. This involves responding to customer queries through various channels like phone, email, web, social media, and post. The focus is on delivering a consistent, reliable, customer-focused service that offers value for money and acts as a positive example for all staff.

Start: ASAP 
Duration: 4 Months to begin with 
Days: Monday to Friday
Hourly rate: £18.52 PAYE or £22.92 Umbrella PAYE
3 days in the office 
Working hours:36 hours per week - 8 hours shfits between 8am and 7pm

Experience in dealing with repairs is essential

Job Purpose:

1. First Point of Contact: Serve as the initial point of contact for residents, offering prompt assistance and resolving inquiries via telephone, email, web, and social media platforms.
2. Effective Communication: Direct callers to appropriate departments for complex queries, ensuring seamless assistance and resolution.
3. Accurate Data Management: Gather detailed information to support specialist teams in resolving queries beyond the scope of the Customer Service Center.
4. Database Management: Utilize council systems to provide residents with relevant information and services, including rent statements, payments, repairs, and appointments.
5. Continuous Learning: Stay updated on policies and procedures to effectively address common service requests and enhance customer satisfaction.
6. Survey Administration: Conduct telephone surveys on various topics, recording outcomes for further analysis.
7. Customer Information Updates: Capture and maintain relevant customer data to improve service delivery.
8. Performance Excellence: Work within a performance-driven environment, meeting SMART objectives aligned with key performance indicators and customer satisfaction targets.
9. Customer Service Ambassador: Represent our commitment to excellence by taking ownership of customer inquiries and ensuring resolution.

Key Questions: Have you experience with Repairs? Have you answered customer queries via web chat before? 

If you're ready to embark on a rewarding career where your skills and passion for customer service can shine, apply now to become a valued member of our team.