Full job descriptionContact Centre Advisor Based in the Housing Contact Centre in the Care and Support Team. Report into the Contact Centre Team Manager
Responsibilities will include:
•Contact Centre Advisor 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 Service level agreement
Experience in making outbound calls to customers maintaining the highest standard of customer care.
Contact Centre AdvisorResponsible for managing correspondence via CRM and various databases ensuring they are administered correctly providing accurate statistical returns.
Monitoring consistency and accuracy across the team and ensure 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 Knowledge, skills, and experience
Ability to prioritise own workload with 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.
Hosing experience (desirable) Questions Do you have housing or contact centre experience ?