Customer Service Representative (Repairs)

remote
01.05.2024 Full Job DescriptionAre you passionate about providing exceptional customer service? Doyou thrive in a fast-paced environment where your communication skillsshine? If so, we have an exciting opportunity for you to join our teamat a fantastic local authority! Full Job DescriptionAre you passionate about providing exceptional customer service? Doyou thrive in a fast-paced environment where your communication skillsshine? If so, we have an exciting opportunity for you to join our teamat a fantastic local authority!The aim is to create a singlecontact point for people contacting the council about housing servicesand 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 channelslike phone, email, web, social media, and post. The focus is ondelivering a consistent, reliable, customer-focused service thatoffers value for money and acts as a positive example for allstaff.Start: ASAP Duration: 4 Months to begin withDays: Monday to FridayHourly rate: £18.52 PAYE or £22.92Umbrella PAYE3 days in the office Working hours:36 hours perweek - 8 hours shfits between 8am and 7pmExperience in dealingwith repairs is essentialJob Purpose: First Pointof Contact: Serve as the initial point of contact for residents,offering prompt assistance and resolving inquiries via telephone,email, web, and social media platforms.EffectiveCommunication: Direct callers to appropriate departments for complexqueries, ensuring seamless assistance and resolution.Accurate Data Management: Gather detailed information tosupport specialist teams in resolving queries beyond the scope of theCustomer Service Center.Database Management: Utilize councilsystems to provide residents with relevant information and services,including rent statements, payments, repairs, and appointments.Continuous Learning: Stay updated on policies and proceduresto effectively address common service requests and enhance customersatisfaction.Survey Administration: Conduct telephonesurveys on various topics, recording outcomes for further analysis.Customer Information Updates: Capture and maintain relevantcustomer data to improve service delivery.PerformanceExcellence: Work within a performance-driven environment, meetingSMART objectives aligned with key performance indicators and customersatisfaction targets.Customer Service Ambassador: Representour commitment to excellence by taking ownership of customer inquiriesand ensuring resolution. Key Questions: Have youexperience with Repairs? Have you answered customer queries via webchat before? If you're ready to embark on a rewarding careerwhere your skills and passion for customer service can shine, applynow to become a valued member of our team.
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