Customer Service Advisor

Hammersmith and Fulham              

PART TIME – 22.5 hours a week

£19.98ph

Overview:

• To provide a single point of contact for those contacting LBHF about housing services and repairs.
• To ensures that customers receive a timely and positive response to their contact with LBHF, achieving performance targets and high rates of satisfaction.
• To respond to customer enquiries at the first point of contact from a variety of customer access channels, including telephone, email, web, social media, and post.

Responsibilities

• To deliver a consistent, reliable, customer focused service, ensuring value for money and responsive services to anyone contacting LBHF and to act as a positive role model for all staff.
• To act as the first point of contact, providing initial advice and information and resolving directly the most frequent service requests by; telephone, email, web, and other social media channels
• Where appropriate to direct and/or connect telephone callers and enquiries via other channels to other individuals/departments where more complex and specific advice is required
• To capture accurate and detailed information to pass to relevant specialist teams where the Customer Service Center cannot fully resolve a query
• To access and record actions on the council’s central housing database and other systems to provide residents with relevant information and services, for example, to issue a rent statement, take a rent payment, order a repair and to make a surveyor appointment
• To develop knowledge of key policies and procedures and to use quiet time to keep this knowledge fresh to deal most effectively with the most frequent service requests.
• To carry out telephone surveys on a range of issues and record the outcomes

To find out more information please contact BillyF@4recruitmentservices.com

Recruitment is done in line with safe recruitment practices. We are an equal opportunity agency.