Job Description

We are recruiting a Customer Service Advisor to join our Customer Contact Centre team in Hertford. You will provide a responsive, customer-focused service to all contacts made by telephone and electronically, and by other systems as they become available. As part of the organisation’s customer service strategy you will contribute to a high level of customer satisfaction and

• Ensure a superior quality customer experience for our customers is achieved by being part of a team that is responsive to their needs, delivering resolutions where possible.
• Communicate effectively with customers, providing clear accurate information and advice in a professional manner on the telephone and in writing. This includes undertaking outbound calls where appropriate.
• Record relevant details, enabling accurate diagnosis of issues and the provision of appropriate responses.
• Enhance the quality of the service and enable accurate records and availability of performance information by using all systems available.
• Deal with all calls as first point of contact for the Network, liaising with staff in other departments where necessary. Customer issues and contact will include reporting of repairs, payment of rent, complaints, reporting ASB and general enquiries around rehousing and corporate issues.
• Demonstrate at all times a good understanding of the customer profile and an ability to address the needs of vulnerable customers, while contribute to the customer service ethos of the organisation, representing Network in a positive light at all times.
• Adhere to policies and procedures, meeting standards and targets, both qualitative and quantitative.
• Continually deliver strong, positive and demonstrable customer service skills and experience.
• Demonstrate the ability to remain calm, non-judgemental and professional whilst working in the pressured environment of a customer contact centre.
• Participate in training and coaching opportunities to ensure ability to deal with a wide range of enquiries.
• Work as part of a team to deliver exceptional levels of customer service ensuring that your communicate positively with other team members and the customers.

We are looking for someone with:

• A good standard of education commensurate to the level of the job and the knowledge and skills required below
• General understanding of customer services within a housing association and the role of a Customer Contact Centre
• Understanding of and ability to demonstrate the importance of good timekeeping, reliability and taking responsibility for the service delivered to the customer
• Excellent verbal and written communications skills
• Excellent IT skills (MS Office, Outlook and the ability to adapt to CRM packages)
• Excellent interpersonal skills i.e. listening used every day to communicate and interact with other people, both individually and in groups
• Demonstrable 'can-do’ attitude and ability to respond in a professional manner, enhancing the customer experience through the ability to respond and resolve issues.
• Experience of working in a customer services environment, within the public or private sector
• The hours for this position are on a rota basis of 7 hours per day during opening hours from 8am to 6pm (Monday to Friday).

Required Knowledge, Skills, and Abilities