Housing Customer Service Officer

BRC Social Housing are currently recruiting for one of our key clients in Truro. We require an experienced Customer Service Officer to act as first point of contact to Tenants via inbound calls. This is a temporary contract for 12 weeks initially with potential for further work after this period, working 37 hours per week.
The Contact Centre is the face and first point of contact for residents and you will be providing a single point of contact for the residents where 80% of issues are resolved at first point of contact.
The role of Customer Service Officer will be fielding enquiries seeking to establish the underlying needs of residents and finding solutions.

To be considered for the role of Customer Service Officer, you should be able to:

– Resolve complex enquiries from customers on repairs and housing related issues and advise immediate action as appropriate
– Know when it is appropriate to signpost the customer to other services
– Build rapport with the customer and have customer insight including engaging and updating them on the progress of their enquiry
– Sensitively receive and resolve queries from a diverse range of customers including those identified as vulnerable
– Able to deal with challenging behaviour in a calm and respectful manner 
– Resolve expressions of dissatisfaction at first stage using strong customer service and communication skills
– Take card payments from callers using the CALLPAY system confirming and advising the customer as required to ensure the transaction is performed correctly in compliance with the Data Protection Act 1998
– Work with the Asset Management team to ensure that repairs are diagnosed effectively and assigned to the correct priority and codes so that targets are met and department budget achieved.

The successful candidate for the Customer Service Officer role should have:

– Thorough understanding of the principles of customer care and their application for the benefit of the service.
– Professional and engaging customer service skills
– Ability to accurately input and extract data whilst communicating by telephone
– Previous experience of working in a Call Centre environment

It would be advantageous if you had knowledge of housing responsive repair diagnostics and a Knowledge of housing management services