Customer Service Advisor

Hammersmith and Fulham              

PART TIME – 22.5 hours a week

£19.98ph

Overview:

• To provide a single point of contact for those contacting LBHF about housing services and repairs.
• To ensures that customers receive a timely and positive response to their contact with LBHF, achieving performance targets and high rates of satisfaction.
• To respond to customer enquiries at the first point of contact from a variety of customer access channels, including telephone, email, web, social media, and post.

Responsibilities

• To deliver a consistent, reliable, customer focused service, ensuring value for money and responsive services to anyone contacting LBHF and to act as a positive role model for all staff.
• To act as the first point of contact, providing initial advice and information and resolving directly the most frequent service requests by; telephone, email, web, and other social media channels
• Where appropriate to direct and/or connect telephone callers and enquiries via other channels to other individuals/departments where more complex and specific advice is required
• To capture accurate and detailed information to pass to relevant specialist teams where the Customer Service Center cannot fully resolve a query
• To access and record actions on the council’s central housing database and other systems to provide residents with relevant information and services, for example, to issue a rent statement, take a rent payment, order a repair and to make a surveyor appointment
• To develop knowledge of key policies and procedures and to use quiet time to keep this knowledge fresh to deal most effectively with the most frequent service requests.
• To carry out telephone surveys on a range of issues and record the outcomes

To find out more information please contact (url removed)

Recruitment is done in line with safe recruitment practices. We are an equal opportunity agency.