Job description
We currently have a fantastic opportunity to join a dedicated, friendly team as a Customer First Adviser. This is a full-time role working 37 hours at our Bridge Street Customer Central Office, across 5 days, in shifts to cover office opening hours 0830 – 1730 (1800 on Thursday) and Saturday 0830 – 1300.Key Responsibilities:
To be the first point of contact – with the emphasis on first contact resolution - to CKH customers through multiple channels – including telephone, face to face, webchat emails and work-tray action
To have direct responsibility for delivering excellent front-line customer service adhering to housing policies and procedures and demonstrating understanding which failure to follow can lead to complaints and legal action.
Maintain up to date high standards and knowledge of all CKH services to provide excellent customer services to residents and those who access CKH services.
To have direct responsibility in achieving our key performance indicators relating to standards for the service, including timescales for answering telephone calls, webchat, emails, and work-tray actions.
Understand CKH customer needs by asking questions and not making assumptions about their needs in order to provide accurate and relevant advice and support to CKH customers on a wide range of housing-related queries with the intention of resolving queries at first point of contact where possible.
Manage queries relating to third parties, including local authorities, in a professional manner.
Promote alternative channels such as ‘self-service’ to encourage CKH customers to access information for themselves via the website or through MyCKH, supporting the business objective to increase self-service registrations.
To have direct responsibility for effective management of the payment machines including accurate balancing of cash and other payments. To manage the security risks relating to the payment machines and to follow internal risk controls to prevent anomalies in balancing cash sheets and loss of monies that results in write offs.
Responsible for ensuring accurate and up to date information is input in to the housing management and electronic document storage systems.
To take the lead on improving the front line customer service through innovative ideas to identify ways to implement improvements to achieve excellence in customer service.
Be vigilant in relation to health and safety.
Develop and manage strong internal relationships that will ultimately help and support the needs of CKH customers.
Essential Criteria
An understanding of good customer care with the experience to meet and greet both CKH customers and corporate visitors.
A working knowledge and experience of providing excellent customer service face to face, via emails, Live chat and telephone in a fast-paced and demanding front line environment.
Experience of working in a team and on your own initiative (working at home).
Experience of working within a call centre environment.
Excellent knowledge GDPR and sound data management processes and practices.
An understanding of equality and diversity principles.
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