Job Title: Contact Centre Advisor

Locations: Pitsea, Essex SS13 (Hybrid after training)

Contract Type: Temp on going

Work Pattern: Full time 35 hours

We are looking for a Contact Centre Advisor on a temporary term contact.
The successful candidate will be responsible for being the first point of contact for all residents contacting the Contact Centre regarding repairs and residential enquiries.
You will provide appropriate advice and information through different communication channels such as telephone, email, web chat or in writing to ensure right first time resolution.

Please note successful applicants will be required to undertake a 3 week training programme fully on site.
You will be required to attend this on a full-time basis; Monday to Friday from approx.
9.00am to 4.30pm.

Job Role -

• Answer contacts from residents reporting repairs/breakdowns within their home and 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 minimize 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.

Candidate Requirements -

• Experience of working in an environment where you use different methods of communication and are expected to provide a high standard of performance.


• Experience of a commitment to high standards of resident care and service delivery in an environment where residents may display aggressive behaviour.


• Experience of using IT systems as a source of information and to record information about, and transactions with residents to ensure an up-to-date and efficient service.


• Willing and able to provide a positive and friendly first response to residents and other callers.


• Able to deal calmly and effectively with distressed or aggrieved telephone callers and bringing the matter to a satisfactory conclusion.


• Able to work as a member of a team but taking responsibility for own actions.


• Able to take proactive action to prevent complaints from escalating.


• Able to refuse a request in a manner that is acceptable to the resident and reflects high standards of resident care.

If you are interested in this position and meet the above criteria, please send your CV now for consideration.

If you require any additional information regarding the position, please call Lewis at Service Care Solutions on 01772 208 966 or send an E-Mail to Lewis.Hodson@servicecare.org.uk