Job Description
A little bit about what we are looking for...
As a Customer Services Coordinator, you will be the key point of contact for residents taking ownership and providing specialist advice, support and resolution and responding to enquiries across a range of business services in line with service standards and to agreed timescales. Assisting our residents via any channel (phone, email, website, social media and webchat) and to ensure a high level of service is provided. Aiming to try and resolve resident queries where possible as a first line resolution and ensure that any customer issues raised are directed to the correct team. Identify continuous improvement where possible to move the service forward.
We are happy to offer hybrid working with this role, however, whilst you are in your probation period which is 6 months, you will be required to be in the office every day whilst you learn the role and complete training, once you have passed, you will then be required to be in the office for around 2/3 days per week with the rest being from home.
It's important to us that you feel fully ready and confident in the role before working from home. Of course if you'd prefer to be in the office more, then that is completely fine with us too!
Your responsibilities...
- Handle customer contacts to agreed performance standards including providing accurate information within a quality framework
- Answer calls/emails and contact via any other channel for a range of business services including Repairs, Housing queries and specialist housing and landlord services, and all other areas of the business
- Make outbound contact with customers and a range of stakeholders as required to provide a proactive customer centric service
- Liaise with customers, colleagues, contractors, external agencies and internal partners to resolve queries at first point of contact wherever possible, taking ownership for coordinating a first line resolution for the customer
- Raise works to and liaise with Managing Agents in relation to New Build Properties including dealing with customer queries in relation to defects
- Identify vulnerability or other extenuating circumstances and customers’ needs, ensuring relevant systems are updated and circulate to appropriate areas
- Provide accurate information to customers and where needed clarify information, research every issue using Knowledge Articles and provide consistent solutions in line with process and policy
- Identify continuous improvement opportunities and ensure that these are recorded accurately and passed to the Customer Improvements team
- Ensure that any issues are directed to the correct back-office team with detailed information from the customer to enable expedient resolution by colleagues
- Maintain and improve quality results by adhering to standards and guidelines, recommending improved procedures
- Build sustainable relationships and engage customers by going the extra mile
- Record each contact with a customer as a Case on CRM, using the correct outcome to define what type of request they have assisted with
We recommend you read the full job description to get a really good understanding of what the role entails, you can find this as a downloadable attachment at the bottom of the advert.
Our ideal candidate...
- Experience of accurate record keeping and data input
- Experience in a customer facing role
- Knowledge of Northgate or similar Housing Management Systems
- Knowledge of a customer driven environment
- Strong IT skills including Microsoft Office
AGENCIES: We know where you are if we need your support so please do not contact us.
To apply for this role please click on the apply button or for any enquiries please email recruitment@pahousing.co.uk