Job Title: Customer Service Advisors
Locations: Chelmsford, Essex CM1
Contract Type: Temp ongoing
Work Pattern: Full time and part time
We are looking for a contact centre advisor on a temporary term contract. As a Customer Service Advisor, you will be the first point of contact in providing outstanding customer service to a diverse range of customers and residents over the phone. You will be providing advice and assistance on a range of housing-related enquiries, diagnosing, troubleshooting, and booking in repairs, fielding customer account queries, and supporting vulnerable residents via the careline.
* Part-time CSA Role: 20 hours per week, with 5 shifts of 4 hours each, Monday to Friday. Shift options are 11:00-15:00 or 13:00-17:00 (one vacancy per shift).
* OOH (Out of Hours) Role: 20 hours per week, averaged over a two-week rota. Weekday shifts are 17:00-22:00, and weekend shifts are 08:00-16:30 (includes a 1-hour unpaid lunch).
* Weekend Role: 20 hours per week, working Saturdays and Sundays from 11:00-22:00, with a 1-hour unpaid lunch.
* Full-time Night Shifts: A 4 on / 4 off rotation, working from 17:00-04:00 with a 1-hour unpaid lunch.
Job Role:
* Provide prompt, friendly, and professional assistance to customers and residents, addressing their inquiries and concerns with empathy and efficiency.
* Offer advice and information on a wide range of housing-related topics, helping residents navigate their housing options and services.
* Diagnose and troubleshoot issues, schedule repair appointments, and coordinate with maintenance teams to ensure timely and effective resolutions.
* Field customer account queries, assist with billing inquiries, and provide guidance on payment options and account management.
* Provide compassionate support to our most vulnerable residents via our careline service, ensuring they receive the assistance and resources they need.
* Use your problem-solving skills to address and resolve customer issues, escalating complex cases to senior team members when necessary.
* Maintain accurate and detailed records of customer interactions and transactions, ensuring data integrity and confidentiality.
Candidate Requirements:
* Call centre experience
* Excellent communication and problem-solving skills
* Ability to establish genuine human connections with a diverse range of customers
* Computer literacy and multitasking skills
* Flexible and proactive approach to work
* No previous housing experience or knowledge necessary
The pay range for the role is £18.65 - (£20.52 out of hours rate) per hour LTD company rate. The PAYE equivalent is £14.19 - (£15.61 out of hours rate) per hour, inclusive of holiday.
If you are interested in this position and meet the above criteria, please send your CV now for consideration.
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