Customer Service Advisor

Description

• Use a computerised system to accurately record and update client information, appointment details, and relevant notes.
• Stay updated on social housing policies, procedures, and relevant regulations to provide accurate information to clients.
• Receive inbound calls from social housing clients seeking to book appointments for various housing-related services.
• Collaborate with internal departments and external stakeholders to facilitate the smooth coordination and execution of appointments.
• Assist clients in rescheduling or cancelling appointments as necessary, maintaining flexibility while accommodating client preferences and availability.
• Adhere to confidentiality and data protection policies to safeguard client information.
• Schedule appointments in accordance with established protocols, ensuring optimal use of resources and minimising wait times.
• Provide professional and empathetic customer service while actively listening to client inquiries and concerns.
• Assess client needs and determine the appropriate appointment type and availability.
• Meet individual and team performance targets related to call handling metrics, such as call volume, average handling time, and customer satisfaction.
• Follow-up with clients to confirm appointments, address any additional questions or concerns, and ensure a positive customer experience.
• Provide accurate information to clients regarding appointment dates, times, locations, and any required documentation or preparation.

Requirements

• Ability to navigate computer systems and proficiency in using call centre software, databases, and standard office applications, including Microsoft Office packages
• Strong communication skills, both verbal and written, with the ability to effectively convey information to clients and colleagues.
• Ability to multitask and work in a fast-paced environment, while maintaining a high level of accuracy and professionalism.
• Problem-solving skills to handle challenging situations and find appropriate resolutions.
• Previous experience in a call centre or customer service role, particularly in handling appointments or bookings.
• Empathy and patience to address client concerns and provide support in a compassionate manner.
• Active listening skills to understand client needs and provide appropriate solutions.
• Excellent organisational skills and attention to detail to accurately record and manage client information.

Benefits

• Employee Assistance Programme (EAP)
• 23 days annual leave + bank holidays
• On-site parking
• Virtual GP appointments & Online Physiotherapy sessions
• Group Life Insurance
• Ongoing training and development opportunities
• Option to buy or sell up to 3 additional days annual leave each calendar year
• Salary Sacrifice Pension Scheme – after 3 months of employment
• On-site gym
• Free parking
• Birthday off – after 1 year of service

Training + Development

Interview process

Visa Sponsorship

Security clearance