Customer Service Advisor

Job Type:
Permanent
Job Sector:
Customer Service
Region:
North West
Location:
Birkenhead
Salary:
£20,992 to £20,992 per annum
Salary Description:
�20,992 per year
Posted:
27/02/2019
Recruiter:
TalentSpa Recuitment
Job Ref:
CustSA/ML

Customer Service Advisor

Location: Birkenhead, Wirral

Salary: �20,992 per annum

Hours: 37 hours per week

Magenta Living is the largest registered housing provider in Wirral and a not-for-profit organisation, owning and managing nearly 13,000 properties. We are a significant local employer with around 500 staff. We aim to be an excellent organisation which can be demonstrated by retaining our Customer Service Excellence certificate and receiving the Investors in People (IiP) Gold standard.

Main Purpose of the Customer Service Advisor:

To provide resolution on the cross section of inbound telephone calls received whilst delivering the required levels of service in terms of quality, performance and 1st time resolution. In addition to telephony activity, the required administration activities more specifically linked to support link functionality are to be carried out in a timely manner

Responsibilities of the Customer Service Advisor:

* Maintain high levels of customer service when responding to customer access points within set quality standards, procedures and response times.
* To identify the enquiry type assess the customer's needs and initiate appropriate action within the set parameters on a wide range of issues including but not exclusive: repairs, housing services, income, emergency issues and support.
* Utilise the available manual and technology systems gaining accurate information for the customer, advising of solutions or updates to their enquiries / requests.
* Operate and accurately update the telephone software system, capturing full customer information keeping the database up to date.
* To undertake the completion of the community alarm process and agreed types of associated Telecare peripherals, within agreed set standards.
* To respond within agreed targets and protocols to all response visits.
* To undertake maintenance tasks associated with stock control, reprogramming, replacement of batteries and pendent testing.
* To maintain appropriate clerical and computer records in accordance with statutory, organisational and Quality Framework Standards.
* To undertake surveys or outbound publicity campaigns.
* To complete investigations to respond to service enquiries, complaints and compliments, updating the 'feedback' system within the agreed procedures and timeframes.
* To effectively communicate and manage the social media sites which Magenta Living actively participate in and to ensure that you represent the company in a professional manner
* To represent the service within internal or external Magenta Living initiatives.
* To assist the Team Leader in new staff induction programme.
* To undertake an agreed role with Magenta Livings Emergency Planning.
* To participate and have ownership of performance reviews, staff meetings and Magenta Livings Personal Development Programme,
* To assist the Team Leader in achieving and maintaining agreed Quality Framework Standards.
* To assist the Team Leader in facilitating a skills assessment to maintain own skills

Requirements of the Customer Service Advisor:

* Experience in working within a team
* Experience in the working with frontline technical systems and the associated hardware and software
* Experience of maintaining procedures and service standards within a recognised quality assurance standard
* Experience in working in a busy, high-pressurised customer focused frontline service
* Contact Centre experience desirable
* Hol

Contact Details:
TalentSpa Recuitment
Tel: 0844 8700 926
Contact: .
Email:

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