Customer Service Officer (6-month fixed term contract)

Watford (Office Based)
37 hours per week

The Vacancy

Introduction to the role

We work with our customers and communities to change lives, and we’re looking for a highly motivated Customer Service Officer to join our Customer Service Team and help us deliver an exceptional experience to our customers.

As a Customer Services Officer, you will act as the “voice and face” of Chime Housing and be instrumental in enhancing the customer experience by exceeding customer needs whilst supporting the team to achieve Key Performance Indicators (KPIs) within a call center.

Role purpose

We put the customer at the heart of everything that we do and take a proactive approach for each customer contact through multi-channel communication. As part of our Customer Service team, you will use your communication skills to help us deliver high-quality customer services.

The right candidate will be highly customer-focused and committed to delivering quality services to our residents and work effectively and proactively with colleagues to give our customers an exceptional customer experience.

What’s the role?

Key Accountabilities:

• Be the first point of contact for the organisation’s customers, assisting with a range of enquiries and liaising with other staff members as required.
• Assess and resolve enquiries, requests and complaints by telephone, email, online or face to face as reasonably possible.
• Effective administration of the repairs process to include call handling, email responses, diagnosing faults, raising jobs, allocating and issuing jobs, managing work in progress, updating, and completing works on the system in a timely and effective manner.
• Focus on creating a first-time resolution for the customer ensuring queries are dealt with where possible at first point of contact, taking ownership to resolve queries effectively.
• Apply sound judgement to resolve customer queries in relation to repairs and maintenance, doing so promptly as well as managing such queries sensitively and effectively through satisfactory resolution.
• Provide accurate repairs advice to customers.
• Demonstrating empathy, professionalism and the ability to manage conflict, achieving a balance between requirements of customers and internal stakeholders.
• Acting as a key point of contact for customer enquiries and signposting customer queries appropriately.
• Ensuring that all customer enquiries and requests are dealt with in a prompt, courteous manner that demonstrates excellent customer service in all communications with customers.
• Provide a comprehensive information service to all customers, advising on services, policies, procedures of the organisation to either inform or resolve the needs of the customer.
• To use sound judgement and take decisions within the established procedures/policies for each service request including logging, processing and progress chasing enquiries or repairs requests whilst adhering to the procedures, policies, service standards and key performance targets to maximise customer satisfaction.