Customer service advisor - united kingdom, dartford, kent

the post is a brilliant opportunity for somebody with excellent people skills that is looking for a career with real meaning and ability to have awonderful careeer within a really interesting sector. we are looking for 4 x customer service advisors to join this wonderful social housing association based near dartford, kent. the role is permanent and on a hybrid basis - so, 2/3 days in the office, the rest from home. the career oppotunities are excellent as the comnpany manage the homes for over 21,000 families. main purpose of job: to respond to, action and manage all front-line telephone calls and other requests for information or assistance from the housing assocuation's residents, contractors and others in order to provide an excellent customer service. key tasks: 1. to handle all incoming calls and other queries, accurately and consistently in order to deliver customer satisfaction, maintaining a positive and professional attitude at all times. 2. to communicate effectively with both internal and external customers, focussing on the needs of the customer and ensuring that services and methods of delivery meet their needs and expectations. 3. to accurately record all customer contacts, and actions on the customer service management system, contact manager, including the logging of: repairs, compliments, complaints and correspondence. 4. to take ownership of all queries, personally resolving routine, non-complex issues and passing more complex issues on, chasing for progress reports intermittently and reporting back to the customer. 5. to assist residents with arrears enquiries and determine the correct course of action, by analysing their account history. 6. to handle calls from residents in relation to anti-social behaviour and complaints, ensuring all details are correctly recorded and the resident is advised to follow the correct procedure. 7. to produce various standard letters and emails to action 8. to take ownership and responsibility for any service related complaints / queries from customers ensuring that the customer experience is positive, professional and within set timescales at all times. technical competencies: a good standard of education with good skills in english and maths. proficient requirements proficient in the use of call centre telephony systems. good understanding of moat database systems - entering and accessing data. thorough understanding of moat's policy, procedure and practice as it relates to customer service. a good awareness / appreciation of the housing sector and the responsibilities of social landlords

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