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Job Description
MMP Consultancy are working with a wonderful organisation who are seeking Customer Service Advisor to join them on a temporary contract.
To provide a single point of contact for those contacting the Council about housing services and repairs.
Key Responsibilities:
* Act as the first point of contact, providing initial advice and information and resolving directly the most frequent service requests by; telephone, email, web, and other social media channels
* Where appropriate to direct and/or connect telephone callers and enquiries via other channels 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, for example, to issue a rent statement, take a rent payment, order a repair and to make a surveyor appointment.
* Develop knowledge of key policies and procedures and to use quiet time to keep this knowledge fresh to deal most effectively with the most 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 the overall Customer Service Center key performance indicators, 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 positive role model for other staff members, and convey the LBHF standards and values at all times
* Quickly understand customer requirements and resolve these in an efficient manner and deliver an excellent customer experience
Skills Required:
* Demonstrate an understanding of and commitment to Council policies in relation to Equal Opportunity, Customer Care and service delivery, and the ability to implement these policies in the workplace
* Experience of working in a customer service centre environment or similar customer service focussed organisation, interacting with customers to deliver high quality services
* Experience of working in a fast paced and high-pressure environment
* Experience of dealing with challenging customers
* Experience of working in a customer service centre environment or similar customer service focussed organisation, interacting with customers to deliver high quality services
* Experience of working in a fast paced and high-pressure environment
* Experience of dealing with challenging customers
SIMILAR JOBS
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Customer Service Advisor
Customer Service Advisor - Housing & Repairs Experience Essential
Location: London
Salary: £22.92 per hour (Umbrella)
Working Arrangement: Hybrid - 3 days in the office per week
Contract Type: Temporary, multiple positions available
About the Role:
We are looking for experienced Customer Service Advisors with a background in housing and/or repairs to join our client, a local authority in London, on a temporary basis. In this role, you will be the first point of contact for residents, handling enquiries related to housing services and repairs.
Key Responsibilities:
- Provide front-line support for residents, resolving housing and repairs enquiries via phone, email, web, social media, and post.
- Offer timely and effective advice, ensuring customers receive accurate information at the first point of contact.
- Escalate more complex queries to the appropriate departments, ensuring a seamless customer experience.
- Manage a variety of tasks including issuing rent statements, taking payments, scheduling repairs, and assisting with appointment bookings.
- Work closely with the housing and repairs teams, ensuring accurate information is captured and passed on to relevant teams.
- Ensure high levels of customer satisfaction by working towards key performance targets.
What You'll Need:
- Essential: Proven experience in customer service, specifically within housing services and/or repairs.
- Strong communication and interpersonal skills, with the ability to handle challenging situations calmly and effectively.
- Good working knowledge of customer management systems and the ability to maintain accurate records.
- Experience working in a fast-paced, target-driven environment.
- Proficiency in Microsoft Office and other software tools.
- Strong organisational skills and attention to detail.
Why Apply?
- Competitive hourly rate of £22.92 (Umbrella).
- Hybrid working with three days in the office, offering flexibility.
- An opportunity to use your housing and repairs expertise in a vital customer-facing role.
- Multiple temporary contracts available.
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Administrator
Dear <<Candidate_Forenames>>
An exciting opportunity has arisen for an Administrator to join a fantastic Contractor in East London.
Duties:
* Liaise with customers, arrange appointments, maintain relevant up to date progress on work being undertaken and dispatch information on completion of work.
* Liaise with the client to ensure that data is maintained, and to assist with queries.
* Schedule and allocate work to operational staff to ensure operational efficiency and effectiveness.
* Maintain all records in accordance with business requirements and management instructions for the purpose of invoicing and KPI reporting.
* Procurement of materials and services to maintain operational efficiency and effectiveness and provide up to date and accurate information on all work completed for the purpose of invoicing including clear reasons for all charges, charging rates and quantities of work completed by which operatives.
Experience Required:
* Previous experience of working with a Housing Association / Local Authority or Maintenance Contractor in either an Administrator, Scheduler, Planner or Customer Service Advisor position
* Excellent communicator, with strong organisational skills
* Proficient IT skills including use of Microsoft Excel and Word Proven background in a customer service focused environment.
* Experience of using database systems (Connect / Northgate / DRS)
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Income Officer
MMP Consultancy are looking to recruit an Income Recovery Officer to join a housing provider on a Temporary contract, based in Kent.
Responsibilities:
* Maximise income with prompt recovery of rent arrears and other debts across all tenancy types, including leaseholders, shared owners, general needs and supported tenants.
* Manage rent account effectively and provide excellent tailored services according to need to sustain tenancies and signpost for appropriate support, including foodbank and utility cost referrals.
* Promptly and accurately follow the arrears process dealing with all aspects of income recovery from first stage letters, phone calls, emails, text messaging, through to court action and eviction stages.
* Phoning customers and sending letters, carry out home visits and unannounced visits across a patch of properties and negotiate the best possible payment agreements to clear arrears as soon as reasonably possible.
* Represent the organisation and present a professional image at Court, including organising our claims with a high level of accuracy.
* Demonstrate a track record of delivering service excellence to a customer base. A record of achievement in making a difference whilst meeting challenging targets.
* Provide comprehensive legal service by representing the client through all legal processes including enforcing court judgements.
Skills & Abilities:
* Must hold a full driving licence and have access to a vehicle daily.
* Good standard of numeracy and literacy- minimum of grade c or equivalent.
* Good understanding and able to use IT packages
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