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, achieving performance targets and high rates of satisfaction.To respond to customer enquiries at the first point of contact from 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 via telephone, email, web, and other social media channels.
- Where appropriate, direct or connect telephone callers and other channel enquiries 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, e.g., issue a rent statement, take a rent payment, order a repair, and make a surveyor appointment.
- Develop knowledge of key policies and procedures and keep this knowledge fresh to deal most effectively with 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 overall Customer Service Center KPIs, 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, conveying the LBHF standards and values at all times.
- Quickly understand customer requirements and resolve these efficiently to deliver an excellent customer experience.
- Work flexibly and cover shifts when required to ensure service is consistently delivered for all hours of operation (8am – 6pm Monday to Friday).
Equal Opportunity Statement
Morgan Hunt is an equal opportunities employer. Job suitability is assessed on merit in accordance with the individual’s skills, qualifications and abilities to perform the relevant duties required in a particular role.
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