LB Hammersmith and Fulham – Repairs Customer Service Advisor
Are you a Repairs Customer Service Advisor looking for your next role? The LB of Hammersmith and Fulham are looking for a Repairs Customer Service Advisor to join their team on a contract basis.
Job Purpose
To provide a single point of contact for those contacting LBHF about housing services and repairs.
To ensure that customers receive a timely and positive response to their contact with LBHF, achieving performance targets and high rates of satisfaction.
To respond to customer enquiries at the first point of contact from a variety of customer access channels, including telephone, email, web, social media, and post.
To deliver a consistent, reliable, customer focused service, ensuring value for money and responsive services to anyone contacting LBHF and to act as a positive role model for all staff.
Description of Duties
- Act as the first point of contact, providing initial advice and information and resolving directly the most frequent service requests by telephone, email, web, and other social media channels.
- Where appropriate, direct and/or connect telephone callers and enquiries via other channels to other individuals/departments where more complex and specific advice is required.
- Capture accurate and detailed information to pass to relevant specialist teams where the Customer Service Center cannot fully resolve a query.
- Access and record actions on the council’s central housing database and other systems to provide residents with relevant information and services, for example, to issue a rent statement, take a rent payment, order a repair and to make a surveyor appointment.
- Develop knowledge of key policies and procedures and keep this knowledge fresh to deal most effectively with the most frequent service requests.
- Carry out telephone surveys on a range of issues and record the outcomes.
- Capture and update relevant customer information.
- Work in a performance management driven culture with SMART objectives linked to the overall Customer Service Center key performance indicators, customer satisfaction and first contact resolution targets.
- Act as an ambassador for excellent customer service standards taking ownership for resolving each customer enquiry.
- Act as a positive role model for other staff members, and convey the LBHF standards and values at all times.
- Quickly understand customer requirements and resolve these in an efficient manner and deliver an excellent customer experience.
- Work flexibly and cover shifts when required to ensure service is consistently delivered for all the hours of operation (8am – 6pm Monday to Friday).
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