VRF 88779
Customer Contact Officer
37.5 hours per week
Permanent
Birmingham, B1
£27,385.37 per annum
About The Role
To provide an effective frontline Customer Contact Service and support to the property services department in the delivery of an efficient and effective customer focused repairs and maintenance service.
Key Responsibilities
1. To provide administrative support to other teams where necessary.
2. Always ensure a consistent and proactive approach to the role, carrying out other duties as and when required to maintain an efficient operation of all aspects relating to the needs of the team and organisation.
3. Provide effective frontline customer service to all of Trident’s customers including face-to-face handling of all incoming telephone calls, postal and banking duties.
4. Log gas service, day-to-day repairs, and voids, including M&E request repair cases.
5. Book appointments and raise appointments where necessary.
6. Co-ordinate scheduling and repair requests for the department, including updating and managing the status of work orders on CRM and managing Opti Time for accurate Engineer monitoring.
7. Effectively handle calls including logging of cases and providing correct advice and signposting, making referrals to specialist services when necessary.
8. Ensure all relevant invoices received are issued, checked, coded, and recorded accurately.
9. Co-ordinate scheduling requests for the responsive Gas team and raise cases using CRM.
10. Liaise with the Maintenance, Gas, Estates and Caretakers team, and external contractors, ensuring accurate records are maintained and purchase orders are issued when required.
11. Process repair orders and appointments with operatives and contractors to assist with meeting targets. Liaise with customers to arrange appointments.
12. Provide daily contact administrative support in relation to delivery of external repair and service maintenance records.
13. Carry out customer surveys to ensure satisfaction with the repairs and maintenance service and participate in consultation events when necessary.
The benefits:
1. 34 days annual leave, plus the option to purchase up to 5 additional days.
2. Birthday leave.
3. New Home leave.
4. Life assurance (3 x salary).
5. Employee Assistance programme.
6. Employee Wellbeing programme.
7. Flexible Working options.
About You
1. Effective interpersonal skills to enable relationships to be built at all levels.
2. Able to prioritise and use own initiative.
3. Effective oral and written communication, with the ability to write concise, coherent reports.
4. Able to work effectively as part of a team.
5. Able to identify and develop better ways of working to improve the delivery of services.
6. Have a systematic approach and be able to cope with high volume repetitive tasks.
7. Experience of using IT software and applications such as MS Word, MS Excel, Opti-time, and Proactis.
Applying
All applications must be accompanied by a current CV which will be used to assess your suitability for the role. Please ensure all the skills, experience, and qualifications requested are clearly demonstrated in your CV as explained in the body of the advert.
All applicants must provide their right to work documentation at the interview stage, such as a valid passport which will be verified to check your eligibility to work and live in the UK.
Relevant roles will be subject to a successful disclosure at an appropriate level from the Disclosure and Barring Service (DBS). #J-18808-Ljbffr