Housing Contact Centre Advisor

Description

Our local government clients in Westminster, London, are seeking a Contact Centre Advisor for the Housing Contact Centre within the Care and Support Team. Report to the Contact Centre Team Manager.

Responsibilities

Be the first point of contact for customers making requests or enquiries through a variety of channels. (phone, email, social media, f2f)

• Present an empathetic approach to supporting customers with support needs.
• Have a focus on delivering suitable outcomes for customer enquiries, focusing on swift resolutions.
• Answering inbound calls within the service level agreement
• Experience in making outbound calls to customers, maintaining the highest standard of customer care. 
• Responsible for managing correspondence via CRM and various databases, ensuring they are administered correctly, and providing accurate statistical returns.
• Monitoring consistency and accuracy across the team and ensuring acknowledgements and correspondence are dispatched within corporate timescales.
• Raising safeguarding issues for vulnerable customers.
• Admin tasks associated with the return of paper and online forms
• Cross-referencing information from the form with information currently held on CRM.
• Data entry of forms where matching has failed.
• Adding Vulnerability and Reasonable Adjustments based on what is told.
• Raising safeguarding issues to the contact centre manager
• Working through a queue of work, making referrals and closing completed tasks
• Highlighting upload issues - when data is showing incorrectly, and keeping an audit trail of this
• Contribute to achieving contact centre targets and service levels, focusing on customer wait times, call quality, customer satisfaction and first-time resolution

Qualifications – Essential

• GCSE Grade (or equivalent) in English Language and Mathematics.
• NVQ Level Customer Service qualification or equivalent level of experience
• Advanced Microsoft Office, Word, Excel, Outlook, Social Media and CRM.

Criteria for Shortlisting - About You - What We're Looking for in the Ideal Candidate:

• Ability to prioritise own workload with a high standard of organisational skills.
• Able to collect and present data clearly.
• Empathetic approach to the needs of the customer, ensuring they receive a high standard of customer care.
• Ability to use CRM, and strong knowledge of IT software packages, including Excel
• Quick and accurate data entry
• Contact centre experience.
• Housing experience (desirable)

Compliance Requirements

• 3 Years References
• Willing to engage in the Pre-Engagement Questionnaire and mandatory pre-screening application process.

Diamond Blaque Group, a leading public-sector provider, is acting as the employment Business for this vacancy. We are dedicated to fostering an inclusive environment that values diversity and equal opportunity in the workplace.