Customer Advisor
- Recruiter
- Confidential
- Location
- Gateshead
- Salary
- Competitive
- Posted
- 24 Sep 2021
- Closes
- 25 Sep 2021
- Sectors
- Engineering, Defence
- Contract Type
- Temporary
- Hours
- Full Time
We are looking for an experienced Customer Advisor to play a key role in providing support to customers throughout the process of repairs and maintenance works to their home.
As a Customer Support Officer, you will develop positive working relationships with customers whilst providing communication and support before, during and after the works.
Ensuring the highest level of customer care is provided.
The key roles of this post will include:
* To be the main point of contact for customers throughout works to their home, ensuring that they are fully aware of all works due to happen - advising them of works planned, keeping them updated throughout the process and to ensure any queries or concerns they may have are addressed swiftly.
* To liaise closely with operational delivery teams, associated agencies and other services to ensure that the needs and requirements of customers are met.
* To arrange any necessary support for vulnerable customers, ensuring work can be completed without causing them stress and inconvenience.
* To provide an excellent level of customer service to all customers in order to ensure a consistently high level of customer satisfaction.
* To identify and highlight to the operational teams any issues that may cause delays to delivery of works, e.g. dirty or cluttered properties, and work closely with other services and agencies to address concerns in a co-ordinated and timely manner.
* To maintain accurate records within required systems, including Northgate, Agresso and Advance Dynamic Resource Scheduler.
* To carry out a satisfaction survey with customers on completion of the works to their home and administer any renumeration where required.
* To investigate complaints and compliments into the service and decide upon suitable redress in line with the company's compensation policy.
* Such other responsibilities allocated that are appropriate to the grade of the post.
Knowledge & Qualifications
Essential Knowledge
* An understanding of the challenges faced by some of our customers in their day to day lives and the support available to help them
* An understanding of equality and diversity within the housing environment
* An understanding or relevant housing legislation.
* Dealing with difficult situations
* Effective partnership working
* Ability to work on your own initiative as well as part of a team
* Working in a Customer Service environment
* Resilience and strong negotiating skills
* Keen problem-solving skills
* Providing support to vulnerable customers
* Excellent communication skills, both written and verbal
* Good organisation and time management skills, with an ability to work under pressure and to meet deadlines
Qualifications
* 5 GCSEs or equivalent at Grade C or above, or relevant experience
Desirable Knowledge
* Working within housing environment, particularly in repairs and maintenance.
* Experince with Microsoft Office packages and Northgate Housing System
* Complaint handling and resolution
As a Customer Support Officer, you will develop positive working relationships with customers whilst providing communication and support before, during and after the works.
Ensuring the highest level of customer care is provided.
The key roles of this post will include:
* To be the main point of contact for customers throughout works to their home, ensuring that they are fully aware of all works due to happen - advising them of works planned, keeping them updated throughout the process and to ensure any queries or concerns they may have are addressed swiftly.
* To liaise closely with operational delivery teams, associated agencies and other services to ensure that the needs and requirements of customers are met.
* To arrange any necessary support for vulnerable customers, ensuring work can be completed without causing them stress and inconvenience.
* To provide an excellent level of customer service to all customers in order to ensure a consistently high level of customer satisfaction.
* To identify and highlight to the operational teams any issues that may cause delays to delivery of works, e.g. dirty or cluttered properties, and work closely with other services and agencies to address concerns in a co-ordinated and timely manner.
* To maintain accurate records within required systems, including Northgate, Agresso and Advance Dynamic Resource Scheduler.
* To carry out a satisfaction survey with customers on completion of the works to their home and administer any renumeration where required.
* To investigate complaints and compliments into the service and decide upon suitable redress in line with the company's compensation policy.
* Such other responsibilities allocated that are appropriate to the grade of the post.
Knowledge & Qualifications
Essential Knowledge
* An understanding of the challenges faced by some of our customers in their day to day lives and the support available to help them
* An understanding of equality and diversity within the housing environment
* An understanding or relevant housing legislation.
* Dealing with difficult situations
* Effective partnership working
* Ability to work on your own initiative as well as part of a team
* Working in a Customer Service environment
* Resilience and strong negotiating skills
* Keen problem-solving skills
* Providing support to vulnerable customers
* Excellent communication skills, both written and verbal
* Good organisation and time management skills, with an ability to work under pressure and to meet deadlines
Qualifications
* 5 GCSEs or equivalent at Grade C or above, or relevant experience
Desirable Knowledge
* Working within housing environment, particularly in repairs and maintenance.
* Experince with Microsoft Office packages and Northgate Housing System
* Complaint handling and resolution