What's involved with this role:
Temporary Contact Centre Advisor/Admin – Housing
Job Ref: PHA 0009 02CB / 1
Pay Rate: £13.22 per hour PAYE
Hours per week: 37 Monday – Friday, normal working hours
Role Length: This opening assignment is for 3 months
City: Basildon, Essex
The purpose of the role is to be the first point of contact for all residents contacting the Contact Centre regarding repairs and residential enquiries, providing appropriate advice and information (either by telephone; email; web chat or in writing) and dealing with the enquiries to maximise right first time resolution.
Key Responsibilities:
Answer contacts from residents reporting repairs/breakdowns within their home, use questioning skills to establish priorities and raise jobs on the in house system.
Ensure all complaints about repairs and maintenance services are recorded on in house systems and assigned to the appropriate department.
Deal with routine enquiries from leaseholders regarding maintenance.
Maintain relevant files, IT records and other systems, and ensure that information is up to date and can be accessed and understood readily by others.
Obtain information on behalf of the residents from asset management, repairs and maintenance contractors and schedulers, to enable clear and comprehensive responses to be provided.
Chase up other departments where they have failed to provide a satisfactory response using in house systems to highlight any service failures.
Ensure that residents and other relevant staff are kept informed of delays in delivering a service and of the reasons for these delays, and the action being taken to minimise delays and restore service delivery.
Ensure that all information and advice provided to residents is clear, in accordance with policies, procedures and service standards, and takes into account the individual resident’s circumstances.
Meet agreed individual performance targets and contribute positively to the achievement of team targets and the success of the Contact Centre and the service generally, providing cover and support for other team members as necessary or directed.
NB: Please feel free to apply to us direct via jobs@tclrec.com by quoting the job reference and job title exactly.
To help speed up the process of uploading your CV to the client we would suggest that you send us your CV in Word format (or equivalent) if possible, rather than as a PDF.
If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension you will be working this role at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than entertaining umbrella pay terms, we do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity.
Due to the number of CVs being sent to us under current market conditions, we cannot, unfortunately, respond to all applications. If, therefore, you have not heard from us within 3 days please make a working assumption that you have not been shortlisted on this occasion. We will, however, be very happy to receive future applications from you for other roles.
Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.
Other “Essential Requirements” – Please check to ensure that your CV addresses the following items:
Unless the DBS requirement stated above is for a Basic Disclosure, your DBS must be either through us or be accompanied by a subscription to the DBS updating service.
Qualifications:
Relevant level 3 qualification e.g. NVQ level 3, BTEC, relevant A levels etc. and/or able to demonstrate equivalent knowledge and understanding through experience.
Skills & Experience:
Minimum of 12 months recent experience in a similar role, or context and ideally within a public sector organisation.
Experience of working in an environment where you use different methods of communication and are expected to provide a high standard of performance.
Experience of a commitment to high standards of resident care and service delivery in an environment where residents may display aggressive behaviour.
Able to deal calmly and effectively with distressed or aggrieved telephone callers and bringing the matter to a satisfactory conclusion.
Able to work as a member of a team but taking responsibility for own actions.
Able to take proactive action to prevent complaints from escalating.
Able to refuse a request in a manner that is acceptable to the resident and reflects high standards of resident care.
Strong IT skills including Microsoft packages or equivalent (e.g. G Suite).
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Job Ref: PHA 0009 02CB / 1
Anticipated Length of Assignment: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.
Please do try to resist contacting us with requests for progress updates.
We really do read every CV sent to us. All applications will be acknowledged by a human, not a robot, provided the job remains live and provided your CV meets the “Essential Requirements” listed.
Please note that we do our level best to take down ads as soon as roles have been filled. We are not in the business of harvesting CVs.
Important: We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary.