Warning This job advert has expired and applications have closed.

Contact Centre Admin Advisor for Complaints Triage

Posting date:	01 February 2025
Salary:	£13.99 to £13.99 per hour
Additional salary information:	per hour PAYE
Hours:	Full time
Closing date:	02 March 2025
Location:	PITSEA, SS13 3DU
Company:	Triumph Consultants Ltd
Job type:	Temporary
Job reference:	PHA 0009 AEA4 / 1

Summary

What's involved with this role:

Ref number: PHA 0009 AEA4 / 1

Hybrid

Please do not apply for this role unless your CV meets the following general requirements, listed below:

You must be UK based and have the right to work in the UK.
For office based and hybrid roles, your commute to the place of work must be less than 1 hour.
This is a temporary role. Please do not apply if you are seeking a permanent position.



Skills & Experience:

Relevant level 3 qualification e.g. NVQ level 3, BTEC, relevant A levels etc. and/or able to demonstrate equivalent knowledge and understanding through experience.
Customer service experience (doesn’t have to be contact centre only).
Experience of working in an environment where you use different methods of communication and are expected to provide a high standard of performance.
Experience of a commitment to high standards of resident care and service delivery in an environment where residents may display aggressive behaviour.
Good telephony skills
Strong IT skills including Microsoft packages or equivalent (e.g. G Suite).
Able to deal calmly and effectively with distressed or aggrieved telephone callers and bringing the matter to a satisfactory conclusion.
Able to take proactive action to prevent complaints from escalating.
Able to refuse a request in a manner that is acceptable to the resident and reflects high standards of resident care.



What's involved with this role: As a Contact Centre Advisor, you’ll be the primary point of contact for residents regarding repairs and property maintenance, providing advice and information through various channels to ensure first-time resolution.



Key responsibilities:

Meet agreed individual performance targets and contribute positively to the achievement of team targets and the success of the Contact Centre and the service generally, providing cover and support for other team members as necessary or directed.
Deal with routine enquiries from leaseholders regarding maintenance.
Support the Neighbourhood Management team in providing an excellent housing and estate management service across a range of digital channels, ensuring that all Residents – leaseholders, tenants, freeholders – receive an effective, professional and value for money service and ensure issues/problems are addressed and delivers appropriate services in a timely and cost effective manner.
Always strives for 1st contact resolution by being proactive and thoroughly investigating the Residents reason for contacting and completing their request in full.
Ensure Residents have access to the right services, there is correct service outcome and that Resident queries/complaints are resolved regardless of where service failure lies within the organisation.


Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.


Qualification details and any other experience/skills relevant to the role to help support your application should be clearly shown in your CV.

Due to the number of CVs being sent to us unfortunately we cannot respond to all applications. If you have not heard from us within 3 working days please assume that you have not been shortlisted on this occasion.

"XI

ALD
1

Job Ref: PHA 0009 AEA4 / 1


Anticipated Length of Assignment: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.

Please do try to resist contacting us with requests for progress updates.

We really do read every CV sent to us. All applications will be acknowledged by a human, not a robot, provided the job remains live and provided your CV meets the “Essential Requirements” listed.

Please note that we do our level best to take down ads as soon as roles have been filled. We are not in the business of harvesting CVs.

Important: We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary.