Resident Contact Centre Advisor

CKH are thrilled to be expanding the Resident Contact Centre Team and we have a fantastic opportunity for the right candidate to join them working at Head Office, Shrewsbury Avenue.

Hours of work are between 0800 – 1800 Monday to Friday on a rota basis plus flexibility to work an occasional Saturday morning. Working hours will not exceed 37 per week.  

As a Resident Contact Centre Adviser for Cross Keys Homes you will be the first point of contact for customer queries by telephone. You will effectively and efficiently demonstrate a professional approach to ensure that all interactions are managed calmly and with empathy ensuring the correct action is taken to resolve queries.

Using our LETS principle, you will need to actively listen to and understand the details of each contact, assessing and supporting customers with patience and empathy with the aim of first contact resolution. You will therefore need to maintain up to date knowledge of all CKH services to provide excellent customer services to residents and those who access CKH services.

Key Responsibilities: (include but are not limited to).

• To be the first point of contact – with the emphasis on first contact resolution - to CKH customers through multiple channels – including telephone, face to face, webchat emails and work-tray action - adapting communication styles to translate complex information into language to enable customers to understand, treating customers fairly and with respect at all times.
• To have direct responsibility for delivering excellent front-line customer service adhering to housing policies and procedures and demonstrating understanding which failure to follow can lead to complaints and legal action. At all times demonstrating personal responsibility, good judgement and being productive and reliable in line with CKH values.
• Maintain up to date high standards and knowledge of all CKH services to provide excellent customer services to residents and those who access CKH services. Take ownership for personal development – including successful completion of mandatory eLearning and training – to maintain excellent knowledge and understanding.
• To have direct responsibility in achieving our key performance indicators relating to standards for the service, including timescales for answering telephone calls, webchat, emails, and work-tray actions.
• Understand CKH customer needs by asking questions and not making assumptions about their needs in order to provide accurate and relevant advice and support to CKH customers on a wide range of housing-related queries with the intention of resolving queries at first point of contact where possible. 
• Manage queries relating to third parties, including local authorities, in a professional manner.
• Promote alternative channels such as ‘self-service’ to encourage CKH customers to access information for themselves via the website or through MyCKH, supporting the business objective to increase self-service registrations.
• To meet set targets (KPIs) and standards for the service, including timescales for answering telephone calls, responding to written communication and completing repairs, working in partnership with CKH’s outsource partner.
• Manage and respond to customer feedback in a timely manner as well as managing complaints sensitively and effectively to satisfactory resolution by taking ownership of concerns raised in line with CKH policy and procedures.
• Using a number of IT systems, raise works orders and arrange appointments (including tenancy visits) ensuring that the correct codes, priorities and timescales are allocated in line with CKH repair guidelines.
• Identify, recommend and champion new and improved ways of working to enhance the customer service experience and our internal CKH’s processes.

Essential Criteria

• Experience of working within a busy, customer-focused environment.
• Experiencing of applying sound judgement and common sense to resolve customer queries.
• Experience of dealing with customer complaints or managing conflict effectively.
• High standard of written and oral communication and the ability to interact with a wide range of customers.
• Strong administrative skills; accurate and speed with high standard of attention to detail.
• Ability to deal with a high volume of call and tasks.
• Maths and English –GCSE Grade 4 and above / Grade C and above

Desirable

• Awareness of any general housing and local authority practices and policies.
• An understanding of Housing Benefits and Welfare Reform
• Ability to deal with complex enquiries and challenging customers.

The ideal candidate for this role will be someone who has previous experience working in a call centre customer service environment.

So, if you are a calm and confident communicator able to demonstrate good listening skills and can ensure the timely resolution of customer queries we would like to hear from you!  

We reserve the right to close this advert early if sufficient interest is received. Therefore, if you are interested in the role, we encourage you to apply without delay!

INDAD