What's involved with this role: Temporary Housing Customer Services Officer/Admin x 2Job Ref: Brent 5255104Pay Rate: £17.2.....
What's involved with this role:
Temporary Housing Customer Services Officer/Admin x 2
Job Ref: Brent 5255104
Pay Rate: £17.27 per hour PAYE
Hours per week: 36 Monday to Friday, normal working hours
Role Length: This opening assignment is for 3 months
City: Wembley, London
The purpose of the role is to provide customers and other stakeholders, first contact resolution for up to seven service area enquiry types via phone, email, webchat and social media channels. These may include a selection of the following specialist services: Responsive Repairs, Planned Maintenance, Housing Management, Estate Services, Income enquiries and collection, Leasehold enquiries and collections, Homelessness services and Housing Allocations amongst others.
Key Responsibilities:
Provide a professional first point of contact and to work effectively and professionally with internal and external colleagues to resolve customer enquiries, complaints and transactions covering a range of up to seven specialist Council services.
Establish, develop and maintain effective working relationships with all work colleagues to ensure a ‘one team approach’ to the delivery of the Customer Response Team performance standards and the business objectives.
Liaise with colleagues in local offices, contractors and other partner agencies as appropriate to resolve enquiries.
Take ownership and appropriate action to resolve complex and detailed enquiries within agreed levels of empowerment across a range of channels including phone, email, web chat and social media.
Promote, encourage, educate and support customers to confidently access services via alternative channels to reduce service demand and support channel migration.
Efficiently and effectively search, utilise and update a range of databases and IT systems accurately to resolve customer enquiries, ensure the accurate diagnosis and specification of responsive repairs, process payments, log complaints and handle transactions in accordance with protocols for data entry and compliance.
Respect and understand the individual needs of customers and arrange appropriate support in order to ensure fair and equal access to services, including necessary translations or interpretation skills.
Follow current procedures when transferring a call to another member of staff or for specialist advice.
Effectively manage challenging customer interactions with tact, diplomacy, sensitivity and empathy, with due regard for staff and customer safety.
Safeguarding is everyone's responsibility and all employees are required to act in such a way that at all times safeguards the health and well-being of children and vulnerable adults.
Qualifications:
Minimum 5 GCSE Grade 4 / C or equivalent including Maths, English and Science.
Skills & Experience:
Minimum of 12 months recent experience in a similar role or context and ideally within a public sector organisation.
Knowledge of providing a customer focussed advice, information, enquiry, transactions and complaints handling service covering a broad range of enquiry types.
Experience of providing a customer-focused service in a demanding, fast paced customer service environment including areas requiring the application of discretion or judgement.
Experience of effectively resolving enquiries covering a range of enquiry types delivered through channels including phone, email, web chat and social media.
Ability to effectively resolve complex customer enquiries, requests, complaints or transactions and deal with a high volume of customer contact via various access channels.
Carry out duties with a high degree of independence and accuracy with most decision-making being unaided, subject to the occasional need for policy or other guidance. Officers will be subject to a moderate level of quality assurance checks and a reduced degree of supervisory support.
Deal politely, efficiently and courteously with a wide range of individuals, ensuring they feel supported, listened to, welcome and confident in the handling of their enquiry.
Deal sympathetically with distressed, agitated, confused or irate customers.
Ability to effectively listen and to interpret a range of different legislations and procedures and clearly explain the information to customers verbally and in writing.
The ability to relate to and understand the needs of a diverse range of people and to proactively seek solutions for their needs e.g. linguistic or disability.
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.
Unless the DBS requirement stated above is for a Basic Disclosure, your DBS must be either through us or be accompanied by a subscription to the DBS updating service.
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 - no need for a full address.
Please feel free to apply to us direct via jobs@tclrec.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
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Job Ref: Brent 5255104
Anticipated Length of Assignment: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.
Please do try to resist contacting us with requests for progress updates.
We really do read every CV sent to us. All applications will be acknowledged by a human, not a robot, provided the job remains live and provided your CV meets the “Essential Requirements” listed.
Please note that we do our level best to take down ads as soon as roles have been filled. We are not in the business of harvesting CVs.
Important: We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary.
