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This job advert has expired and applications have closed.
Repairs Customer Services Advisor
| Posting date: | 23 January 2025 |
|---|---|
| Salary: | £29,210 per year |
| Hours: | Full time |
| Closing date: | 06 February 2025 |
| Location: | Teddington, South West London |
| Remote working: | Hybrid - work remotely up to 1 day per week |
| 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