Customer Service Advisor

Berry Recruitment are NOW hiring for a committed and experienced Customer Service Advisor to work for a not-for-profit organisation in Didcot, Oxfordshire.

This role is being offered on a Contract Basis.

Role:Customer Service Advisor

Salary: £28,600

Location: Oxfordshire

Hours: Monday to Friday

Key Responsibilities of the Customer Service Advisor:

• To effectively handle incoming telephone calls, emails, app enquiries, online chat, and social media on a wide range of issues and give advice or act as appropriate.
• To manage and investigate all incoming complaints at first point of contact. This will include determining the reason for the complaint, deciding action to be taken and agreeing a resolution.
• Issue responsive repair orders to contactors and provide telephone advice to tenants as appropriate including scheduling contractor appointments. Liaise with technical officers to seek advice on complex repair queries and with contractors to progress outstanding orders to completion and to the tenant's satisfaction.
• To deal with rent queries, take payments, set up payment plans, request direct debits and deal with rent arrears at first point of contact.
• Accurately record all customer contacts on CRM system and allocate workflow tasks accordingly. This includes monitoring personal and team tasks to ensure they are completed on time and to the resident's satisfaction.
• To maintain up to date knowledge and a good understanding of services, procedures, and projects to resolve calls at first point of contact.
• Carry out any other administrative tasks in line with the general responsibility of the post as directed by the line manager.
• To cover the public office reception as required.
• To maintain computer-based customer and property records, regularly updating information to ensure data held is accurate and complete.

About you:

• Experience of handling a high volume of calls daily.
• Excellent telephone manner with well-developed questioning skills and a diplomatic approach.
• The ability and resilience to handle complex and challenging calls effectively using your own initiative.
• Excellent communication and interpersonal skills, including good listening and questioning skills, showing sensitivity, empathy, and the ability to record information accurately.
• Experience of and commitment to delivering focused Customer Services with a 'can do' attitude.
• The ability to take ownership of tasks and work accurately and flexibly within a busy team.
• Ability to learn and maintain up to date information about the business.
• Ability to work well under pressure.
• The ability to meet call handling targets.
• Good IT skills including word, excel, outlook and teams and the ability to quickly learn how to use the in-house IT systems.

No candidate will meet every single desired qualification we have listed. If your experience looks a little different but you think you can bring value to the role, we'd love to learn more about you!"

For more information and to apply, contact the Oxford branch of Berry Recruitment - or click 'Apply Now' to submit your application.

Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and ability to perform the duties of the job.