about 1 month ago
Customer Service Advisor - Kingston upon Thames
Salary: Circa £23,000
Hours: Fixed Term Contract - Full Time
Our client an established Housing Association are looking to recruit a Customer Service Advisor to provide a high quality and comprehensive service, ensuring a consistently high level of response for customers.
Provide an excellent first point contact for all customers
Respond to enquiries from customers through a variety of means (Email, Telephone, Office visits etc) with empathy and professionalism, aiming to provide resolution at the first opportunity.
Providing customer service and information in relation to:
• Responsive repairs, gas safety, improvements and major repairs
• Estate and tenancy management
• Neighbourhood dispute and management
• Arrears and rent queries
• Promote Direct Debit and increase revenue
• Resident and community involvement
• Hastoe policies and procedures
• Development Schemes
• Shared Ownership
Where a matter cannot be resolved immediately, take personal responsibility for ensuring it is progressed as swiftly as possible and that the customer is regularly informed of progress
Ask relevant questions and use Repairs Locator to ensure the correct diagnosis of repair and an approximate timescale for work to be completed.
Take a pro-active approach, chasing contractor(s) to find out if work has been completed.
Notify developers of defect issues within new properties and liaise with the Development team, where necessary.
Give helpful advice to people wanting to move home (e.g. transfer opportunities, shared ownership and other home ownership options
Give helpful and timely advice and assistance to tenants about their rent accounts and payment methods assistance and the welfare benefits available.
Additional Resources are an Employment Business and an Employment Agency as defined within The Conduct of Employment Agencies & Employment Businesses Regulations 2003.