Main Purpose of Post/Job Summary
The successful post holder will be part of the Business Liaison team providing admin support for repairs & carrying out ad-hoc duties.
Duties and Responsibilities
* To diagnose repairs accurately, raise orders on IT systems to contractors and book appointments.
* Experience of working in a contact centre answering high volume of calls to ensure targets are met.
* Experience of dealing with phone enquiries in a professional, polite, sensitive, efficient and timely manner, to a high standard of customer care using the appropriate greeting, including name, adapting methods of communication to meet the needs of the customer and ensuring that a positive image of the Council is projected.
* Excellent communication skills to liaise with other departments, agencies, contractors as appropriate.
* Experience of accurately processing service requests in line with policy and to provide advice and information to customers ensuring that all service requests are processed to the Council’s performance and standards, policy and procedural guidelines including statutory, complying with the Data Protection Act and the Freedom of Information Act.
* To work pro-actively with team members to improve customer service delivery and to conduct outbound calls as required.
* To deal with customer complaints in accordance with the Complaints procedure and to escalate cases to Team Leaders as appropriate.
* To undertake training, supervision, seminars, meetings and other events designed to improve communication and assist with the effective development of the post holder and service area.
* To contribute towards the overall service objectives and targets of the Housing Repairs Services Team.
* To comply at all times with the Code of Conduct.
The above is a brief overview of the role, details and specification will be provided should you be successful. If interested in this position, please send your CV to Jahker Miah at Coyle Personnel Ltd
Salary description
£21.00 - £21.00 per hour