What's involved with this role: Temporary Customer Service Advisor/Admin Reference no: SGN 5258907 Pay Rate: £12.60 per hour PAYE Hours per week: 37 Monday – Friday, normal working hours Role Length: This opening assignment is for 2-3 months City: Basingstoke, Berkshire The purpose of the role is to answer all inbound transactional customer queries through the Customer Service Management Centre across the range of channels offered, to agreed targets and service levels. Customer queries should be answered right first time, making every effort to ensure the right outcome is achieved in a polite, effective way where possible by utilising all relevant information held in our systems, knowledge bank and support. Key Responsibilities: To take responsibility to deliver the right outcome for our customers in a safe and timely way. Deliver first point of contact resolution to customer transactional queries, to prevent handoff to elsewhere in the business (only complex queries that require case management should be handed off to the Specialists, or admin support to Support team with CMS) in line with targets and service levels. Adept at dealing with both inbound and outbound calls in line with call routing and call blending strategies. Offer multi-skilled responses to transactional customer queries in Housing, Repairs, Complaints and all other business service areas as required Housing Association Limited is charitable2. Manage complex customer contacts and complaints with a can-do approach displaying excellent customer care. Aligning the service provided to the Quality and Data Protection guidelines. Adherence to Call Quality guidelines. Respond to all written points of contact in adherence to the quality and literacy standards and guidelines. Ensure accurate input of relevant data (notes, actions, agreed plans with customers) into the systems. Achievement of Customer Satisfaction results as set by Customer Contact Management team. Qualification details and any other experience/skills relevant to the job role to help support your application (and help us to help you) – please give full details within your CV document. Skills & Experience: Minimum of 12 months recent experience in a similar role, or context and ideally within a public sector organisation. Experience of building customer relationships primarily over the phone. Previous customer service experience, ideally gained in a customer contact environment. Excellent communicator with a good standard of English, both oral and written to ensure consistent clear communication with customers Ability of handling multiple points of customer contact Ability to use empathy to understand customer's situation and query to be able to agree most appropriate resolution. Be willing to build good working relations throughout the business Develop knowledge and skills in practices and procedures of department in order to complete assigned work by asking questions and checking own current understanding of practice. Ability to impact assess and to understand the difference between ‘major’ and ‘minor’ data issues. Knowledge of methods to monitor the quality of data and identify issues e.g. reconciliations Strong IT skills including Microsoft packages or equivalent (e.g. G Suite). 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. Clients are generally looking for candidates who are local to, or who can commute easily to the place of work. It will help your application if your CV states, in broad terms, where you reside – there is no need for a full address. Please feel free to apply to us direct via jobstclrec.com by quoting the job reference and exact job title. To help speed up the process of uploading your CV to the client we would ask that you send us your CV in Word format (or equivalent) if possible, not 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 at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than 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, unfortunately we cannot respond to all applications. If you have not heard from us within 3 working days, please assume that you have not been shortlisted on this occasion. We will, however, be very happy to receive future applications from you for other roles. S Please note that clients invariably ask us to strip out contact details from CVs before we submit them for consideration. This is always quicker and easier to do if you send your CV to us in Word format, rather than as a PDF please