Description:
At Tempting Recruitment, we take pride in connecting great talent with exciting opportunities. Our client, a leading council, is renowned for its empowering work culture and meaningful initiatives.
The Position
- To receive and manage customer calls; Raising support tickets, to enable tracking and resolution of customer repair, housing and rent requests
- Investigate and resolve customer complaints
- To provide regular, up to date information, support and advice, to C&C customers and colleagues alike.
- Liaise with housing and repairs colleagues, to ensure a timely and high quality service, to our residents
- Provide support, in any capacity, to Service Hub colleagues
- Administration of repairs/housing email inboxes
- Admin assistance to housing allocations department
About You
- As a regular and intrinsic part of this role requires you to speak to members of the public in English, the ability to converse at ease with customers and provide advice in accurate spoken English is essential and consistent with the requirements of this role. This role also requires you to be polite and courteous when conversing with the public.
- Ability to facilitate shadowing and coaching of new or less experienced staff on a 1-2-1 basis and provide feedback to management about progress.
- Capability to step up as Subject Matter Expert and provide technical advice to the head of service for this area and accompany them to meetings if required.
- Ability to triage and manage calls and other contacts by taking responsibility for effective resolutions or escalation where appropriate.
- Inherent ability to act with integrity by taking ownership of and presenting issues with clarity and accuracy; whilst at the same time managing customer expectations factually and reasonably.
- Ability to pay attention to detail by listening carefully and capturing communications accurately with a view to responding to every aspect of issues raised.
- Ability to recognise one’s limits and when to rely on colleagues and supervisors for support; whilst proactively offering spare capacity and assistance to team mates and managers.