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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, 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.
To deliver a consistent, reliable, customer focused service, ensuring value for money and responsive services to anyone contacting 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 Centre 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 capture and update relevant customer information
To work in a performance management driven culture with SMART objectives linked to the overall Customer Service Centre key performance indicators, customer satisfaction and first contact resolution targets
To act as an ambassador for excellent customer service standards taking ownership for resolving each customer enquiry
To act as positive role model for other staff members, and convey standards and values at all times
To quickly understand customer requirements and resolve these in an efficient manner and deliver an excellent customer experience
To work flexibly and cover shifts when required to ensure service is consistently delivered for all the hours of operation
Please contact Mia for more information
Pro Contract Jobs
Sterling House,
East Wing, Suit 310E,
Langston Road,
Loughton, IG10 3TS.
Phone No: 0203 371 1252
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