Senior Customer Service Advisor - Kingston 6-month

Job Type:
Job Sector:
Customer Service
Kingston upon Thames
£25,000 to £29,000 per annum
Salary Description:
£25000 - £29000 Per Annum
Lamb Personnel Ltd
Job Ref:

Senior Customer Service Advisor - Kingston - (6-month contract with potential to go perm) - £26,162 per annum plus £1,738 Hampton Wick Weighting pro rata.
We are currently searching for a Senior Customer Service Advisor to join our client, a housing association, providing affordable and environmentally sustainable homes for local people. This is a 6-month maternity contract, working 35 hours per week, with the potential to go permanent. The above salary will need to be pro rata`d.
Purpose of the role
The Temporary Senior Customer Advisor will support the team where members require a second opinion, advice on a complex issue or to escalate a call. They will collect examples of enquiries where improved access to information, better processes etc. would increase the Hub`s ability to respond to calls at first point of contact. These along with the learning points from any service failures will be reported to the Customer Contact Team Leader. They will assist the Customer Contact Team Leader and deputise for them when required.

Your skills & attributes
Available to provide guidance, advice and support to the Customer Contact Team where queries need to be escalated.

- Drawing on skills and experience to provide support and assistance to team members and act as mentor to other team members
- Taking referrals and escalations where there has been a failure in service and resolving these where possible. Recording and reporting the learning to the Customer Contact Team Leader.
- To identify and report on any themes frequently asked questions to the Customer Contact Team Leader to help gain insight into areas of improvement, and to feed back to the director of the project.
- To be involved at times in the project, particularly during the testing phase.
- To assist in the development of the team, promoting the use of best practice and the effective use of IT and working in line with current customer service practices.
- Assisting the Customer Contact Team Leader and deputising for them when required.


- Maintain clear, accurate data through Genero and Contact Manager to support all aspects of the team's work
- Maintain a safe, efficient and tidy work environment.
- Promote and observe the Association's key corporate policies at all times (e.g. our values, equal opportunities, equality and diversity, resident involvement, confidentiality, Code of Conduct, health & safety, customer care, Investors in People and Communities).
- Become a Brand Ambassador by promoting a positive and professional image of the organisation in all dealings with customers and external agencies and promote corporate objectives.
- Assist the Customer Contact Team Leader with the day-to-day running of the team, deputising for them when required.
- Contact Team Leader


- Act at all times within the organisation`s rules, policies, procedures, standing orders and financial regulations.
- Uphold the Group`s values, policies and practices in respect of equality, diversity and inclusion, and act as a champion for these in all dealings with colleagues, customers, partners and other stakeholders
- Understand and comply with the organisation`s health and safety policies and practices and ensure that these are administered in area of responsibility
- Comply with and support the organisation`s Anti Fraud and Anti Money Laundering Policies.
- Participate in agreed training in all areas of the organisation`s work, inc

Contact Details:
Lamb Personnel Ltd
Tel: 020 8894 1723
Contact: Aimee Weston

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