Job Title:Customer Contact Advisor
Salary: £14.43 PAYE
Hours: 37 Hours Per Week
Type: Temporary Ongoing
Location: Eastleigh, SO50
Start Date: ASAP
Join our client's dynamic team as a Customer Contact Advisor, where you will be at the forefront of delivering exceptional customer service.
Your role is pivotal in ensuring customer satisfaction by handling various types of contact and resolving inquiries efficiently.
Key Duties and Responsibilities:

• Provide front-line service for customer inquiries via telephone, face-to-face, and digital channels.


• Resolve 80% of customer inquiries at first contact, ensuring prompt and effective responses.


• Accurately diagnose and process maintenance defect or repair reports, coordinating with contractors for effective resolutions.


• Handle anti-social behaviour concerns, logging details, providing advice, and confirming actions in writing.


• Manage tenancy issues and rent inquiries, ensuring clear communication and resolution of any arrears.


• Schedule appointments for surveyors, housing/income officers, and contractors.


• Follow up on complex inquiries to ensure high standards of resolution.


• Adhere to assigned rotas, scheduled timescales, and break times to maintain service levels.


• Perform necessary administrative tasks related to Customer Contact resolutions.


• Provide consistent service to both customers and staff by staying updated with company policies and procedures.


• Utilise quiet times for personal development and knowledge enhancement.


• Maintain accurate customer information in systems and offer service improvement suggestions.

Knowledge, Skills, and Experience Required:

• Previous experience in a call centre or similar front-line service role.


• Proven ability to meet contact handling targets.


• Strong customer service skills including empathy and ownership of inquiries.


• Ability to adhere to scheduled rotas and maintain calm in challenging situations.

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