Warning
This job advert has expired and applications have closed.
Repairs Customer Services Advisor
| Posting date: | 23 December 2024 |
|---|---|
| Salary: | £29,210.00 per year |
| Hours: | Full time |
| Closing date: | 06 January 2025 |
| Location: | Teddington, South West London |
| Remote working: | On-site only |
| Company: | Richmond Housing Partnership (RHP) |
| Job type: | Permanent |
| Job reference: |
Summary
Connect with what you’ll do
In the role you’ll:
- Resolve customer queries effectively, owning queries from start to finish across all channels: phone, email, webform, face to face and social media within service level agreements
- Support customers to access our services online
- Triage all jobs raised in line with contractual scope to define and allocate the correct service level agreements
- Ensure that booked appointments are met by monitoring daily work volumes and ensuring efficient use of resources, recording competed tasks appropriately within service level agreements
- Ensure operatives have the ability to perform jobs to an optimum level with the correct timings and trades being applied
- Ensure that all tasks for operatives and subcontractors (emergency and routine) are allocated with an agreed appointment
- Ensure that the volume of complaints is reduced by resolving issues first time
- Manage all activities on CRM, ensuring all information is up to date
- Support other teams with writing of block letters and other administration
- Work collaboratively with other teams to address and resolve job related issues such as missed appointments, escalating to an appropriate supervisor where appropriate
- Demonstrate a good understanding of GDPR and data requests.
Connect with how you’ll do it
We’re looking for someone with experience of:
- Delivering first-class customer service, preferably in repairs.
- Investigating, evaluating and responding to situations quickly
- Confident use of IT systems including Word, Excel, Powerpoint, databases and email
The key behaviours we expect in the role include:
- Role modelling our values: we know our stuff / we make it happen / we care.
- Demonstrating inclusive behaviours, respecting and embracing difference and listening to other people’s unique perspective.
- Communicating passionately and authentically across different channels, adapting your style and methods to meet the needs of a diverse range of customers and colleagues.
- Being digitally savvy, learning our systems quickly and using them to deliver an amazing customer experience.
- Communicating clearly, concisely and thoughtfully both verbally and in writing.
- Working in an organised, methodical way with excellent accuracy and attention to detail.
- Making wise decisions and solving problems without overcomplicating things, understanding the needs of customers and the different tenures.
- Championing collaborative working across the organisation.
- Building trust by doing what you say you will.
- Holding your hands up if you make a mistake and quickly re-focus to put things right.
- Seizing opportunities by being brave and stepping outside of your comfort zone.
- Demonstrating a good understanding of GDPR and data requests
In the role you’ll:
- Resolve customer queries effectively, owning queries from start to finish across all channels: phone, email, webform, face to face and social media within service level agreements
- Support customers to access our services online
- Triage all jobs raised in line with contractual scope to define and allocate the correct service level agreements
- Ensure that booked appointments are met by monitoring daily work volumes and ensuring efficient use of resources, recording competed tasks appropriately within service level agreements
- Ensure operatives have the ability to perform jobs to an optimum level with the correct timings and trades being applied
- Ensure that all tasks for operatives and subcontractors (emergency and routine) are allocated with an agreed appointment
- Ensure that the volume of complaints is reduced by resolving issues first time
- Manage all activities on CRM, ensuring all information is up to date
- Support other teams with writing of block letters and other administration
- Work collaboratively with other teams to address and resolve job related issues such as missed appointments, escalating to an appropriate supervisor where appropriate
- Demonstrate a good understanding of GDPR and data requests.
Connect with how you’ll do it
We’re looking for someone with experience of:
- Delivering first-class customer service, preferably in repairs.
- Investigating, evaluating and responding to situations quickly
- Confident use of IT systems including Word, Excel, Powerpoint, databases and email
The key behaviours we expect in the role include:
- Role modelling our values: we know our stuff / we make it happen / we care.
- Demonstrating inclusive behaviours, respecting and embracing difference and listening to other people’s unique perspective.
- Communicating passionately and authentically across different channels, adapting your style and methods to meet the needs of a diverse range of customers and colleagues.
- Being digitally savvy, learning our systems quickly and using them to deliver an amazing customer experience.
- Communicating clearly, concisely and thoughtfully both verbally and in writing.
- Working in an organised, methodical way with excellent accuracy and attention to detail.
- Making wise decisions and solving problems without overcomplicating things, understanding the needs of customers and the different tenures.
- Championing collaborative working across the organisation.
- Building trust by doing what you say you will.
- Holding your hands up if you make a mistake and quickly re-focus to put things right.
- Seizing opportunities by being brave and stepping outside of your comfort zone.
- Demonstrating a good understanding of GDPR and data requests