Contact Centre Advisor

HYBRID ROLE !!
 
To be the first point of contact for all residents contacting the Contact Centre regarding repairs and residential enquiries, providing appropriate advice and information (either by telephone; email; web chat or in writing) and dealing with the enquiries to maximise right first time resolution.

Key results/Success metrics:
 
·        Answer contacts from residents reporting repairs/breakdowns within their home, use questioning skills to establish priorities and raise jobs on the in house system.
 
·        Ensure all complaints about repairs and maintenance services are recorded on in house systems and assigned to the appropriate department. 
 
·        Deal with routine enquiries from leaseholders regarding maintenance.
 
·        Maintain relevant files, IT records and other systems, and ensure that information is up to date and can be accessed and understood readily by others.
 
·        Obtain information on behalf of the residents from asset management, repairs and maintenance contractors and schedulers, to enable clear and comprehensive responses to be provided.
 
·        Chase up other departments where they have failed to provide a satisfactory response using in house systems to highlight any service failures.
 
·        Ensure that residents and other relevant staff are kept informed of delays in delivering a service and of the reasons for these delays, and the action being taken to minimise delays and restore service delivery.
 
·        Ensure that all information and advice provided to residents is clear, in accordance with policies, procedures and service standards, and takes into account the individual resident’s circumstances. 
 
·        Meet agreed individual performance targets and contribute positively to the achievement of team targets and the success of the Contact Centre and the service generally, providing cover and support for other team members as necessary or directed.