MMP Consultancy is currently recruiting an enthusiastic Customer Service Advisor to join a Housing Association based in Kent.
As a Customer Service Advisor, you will play a vital role in ensuring residents receive exceptional service and support. Your strong communication will be crucial in delivering a positive customer experience and maintaining high levels of resident satisfaction.
Responsibilities:
1. Deliver consistently high-quality customer service across all our contact channels in accordance with customer service standards.
2. Ensure customers receive an equally positive experience, and tailor the service to meet the diverse needs of individuals.
3. Take ownership of challenging messages and difficult conversations with customers, including helping to resolve complaints.
4. Comply with policies, procedures and guidelines and recognise when to escalate for exceptions.
5. Work with colleagues, partners and contractors to ensure customers experience an efficient and joined-up service.
6. Ensure customers experience a continuously improving service by listening to them and feeding back customer views.
7. Actively manage your learning to keep your knowledge up to date, enabling you to deliver the right answer, first time.
8. Competently use relevant systems to deliver a high level of customer service.
Requirements:
1. Experience of working in a customer service or contact centre environment.
2. Commitment to making a positive difference to people by delivering great customer service.
3. Ability to communicate clearly and build rapport with customers across a range of contact channels, including telephone, email, live chat and social media.
4. Comfortable using standard Microsoft office packages and in-house systems. Confident learning and using new ICT systems.
5. Ability to use the most appropriate style and method of communication with internal and external customers and stakeholders.
6. Ability to prioritise competing commitments and work accurately and methodically under pressure.
7. Experience of dealing with challenging behaviour whilst remaining solution focused.
8. Ability to make decisions based on sound judgement.
9. Experience of complying with policies, procedures and guidelines.
10. Ability to be flexible and adapt to a changing work environment.
Job Info
Job Title: Customer Service Advisor
Company: CV-Library
Location: Maidstone, Kent
Posted:
Closes:
Sector: Customer Services
Contract: Permanent
Hours: Full Time
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