Contact Centre – Customer Response Officer

Role: FULL TIME & PART TIME Customer Response Officer (Contact Centre)
Based: West London
Salary: £15.6per hour
Start: ASAP
Length: Ongoing

Seeking experienced Contact Centre Advisors to work with a Housing Association based in West London.

This role, working within the contact centre, will involve making each and every customer feel special by identifying their needs and providing the outstanding experience that customers expect.
Taking inbound calls from customers (telephone, email, web based, texts), making sure the individual performance targets are met or exceeded. Investigating and resolve routine customer complaints at first point of contact to ensure delivery of a first class service to the customer.
Providing an administrative and contract support service across the Property and Investment Team.

Main Responsibilities;

1.Be aware of any service developments or changes and the objectives behind them allowing you to provide accurate information to ensure consistency and provide a reliable and trustworthy customer service.
2.Operate and maintain customer related information systems to maintain accurate records and access information.
3.Administer resident recharges
4.Co-ordinating the resolution of complaints. Providing support to surveyors, housing officers and Managers in collating information and drafting letters to ensure speedy and effective responses to complaints in line with corporate complaints procedure.
5.Assist in the composition, design and production of all literature, i.e., letters, newsletters, leaflets, posters and any other material for tenant consultation.
6.Assist in organising evening/weekend meetings for Focus Group Forums Major works consultation meetings as well as assist with minute taking as and when necessary.
7.Dealing with queries from Members regarding the major works programme.
8.Administration and co-ordination of Quotes procedure for works from £1000 up to £50,000, including preparing tender documentation, tender receipt and processing, invoicing, arranging access and contractor co-ordination. Managing process for disrepair team and authorising emergency works.

Knowledge, Skills & Abilities

*Contact centre experience
*General knowledge of Housing related issues
*Ability to problem solve and resolve customer issues without escalation

These roles are looking to interview at start ASAP and are expected to last for 3 months initially, although they could extend.

We have long and established relationship with this client and feel these roles would provide excellent opportunities to the right candidates.

For details on this or any other role please contact Matt Allen on

Resourcing Group acts as both an employment agency and an employment business.