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Customer Service Officer

Location: WEST LONDON, LONDON Salary: 11.00 - 12.50 GBP Per Hour
Sector: Business Support Job Type: Temporary
Shift Type: FULL TIME Applications: 4
Posted: 12 months ago Reference: 3101019

We are looking for dedicated customer service professionals to join one of the leading housing associations in the heart of West London on a contract basis.

As a customer Service Officer you will be working with a team of dedicated advisors in a busy office manging incoming calls from local residents and tenants.

You will be dealing with all types of housing enquiries including property management, housing repairs, managing complaints and all general neighbourhood enquiries.

Duties and Accountabilities

• Receive repair calls from residents and other client groups and issue repair orders
• Liaise with residents, contractors, Building Surveyors, Neighbourhood Officers and Supported Housing Officers as required, to ensure that repairs are completed within target times and that difficulties with access to properties are resolved.
• Monitor the progress of outstanding housing issues/ repairs and expedite outstanding works.
• Ensure appointments booked with residents for surveyors and for repairs to be carried out and ensure targets are met for repairs visits
• Liaise with out of hours service to ensure it is working effectively.
• Check gas defect reports.
• Carry out resident satisfaction surveys.
• Book annual gas inspection for tenants and agencies.
• Input, file and sort batched invoices at least weekly.
• File any relevant correspondence in correct property files.
• To take ownership of all queries, personally resolving routine, non- complex issues and passing more complex issues on, chasing for progress reports intermittently and reporting back to the customer.
• To assist the CS Team in meeting its team objectives and performance by handling calls and customer enquiries as and when required to do so
• Highlight any process issues or opportunities for improvement
Support team members ensuring all enquiries and service requests are receiving timely responses.
• On a rota basis work at the Reception servicing customer’s requests and queries.

Required Skills and experience

• Minimum 1 years’ experience of call centre operations
• Excellent customer service skills
• Excellent communication skills
• Problem-solving skills
• Ability to use standard office software
• Excellent telephone manner

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