JOB SUMMARY:

As a Customer Services Advisor, you will be part of a high-performing team dedicated to providing outstanding service for our customers across all channels dealing with a range of enquires at first point contact. You will provide an efficient and effective customer service, handling a variety of housing and responsive repair service requests.
The following list is typical of the level of duties which the post holder is expected to perform or be responsible for. It is not necessarily exhaustive and other duties of a similar type and level may be expected from time to time. The post holder will be responsible for a combination of the objectives described below and annual KPIs dependent upon the requirements of the organisation.

• Provide efficient and effective customer service, handling a variety of service requests at first point contact within allocated response times providing the customer with the appropriate answer where possible and transfer it to the relevant colleague or team if required.
• Provide accurate information and advice to customers on the services we offer, such as customers’
• rent accounts, the status of repairs and housing benefits queries, as well as information on
• directions or company contact details.
• Develop an excellent understanding of how the organisation operates and what each team is
• responsible for to support customers directly with that knowledge, enabling the specialist teams to
• focus on complex cases, contractor liaison, on site work and detailed operational issues.
• Providing information and guidance related to housing management and responsive repairs.
• In addressing repairs and other enquires effectively work across teams to secure updates and outcomes for customers.
• Provide a quality customer service, provide clear solutions to customer queries, and handle queries and complaints in a professional, courteous and helpful manner.
• To ensure that call answering is inline within set targets for handling and customer satisfaction.
• Understand and address customer needs, supporting understanding amongst colleagues delivering and developing services.
• Complete transactions, including taking payments, following the appropriate protocols.
• Ensure that every customer contact is reflected in key customer information being updated on our housing management system and customer contact system.
• To log all formal complaints received and allocate them to the appropriate colleague or team to
• investigate and respond to the customer.
• Ensure that call handling is carried out in accordance with training, information and scripting provided.
• Uphold Tuath’s policies and procedures, including health and safety requirements, and actively participate in promoting service quality improvements.
• Maintain an excellent understanding of customer interactions and use available technologies to provide information and support for customers.
• Be pro-active in the development and maintaining of strong networks and relationships with colleagues across the organisation and agencies, to ensure excellence in service delivery.