Customer Experience Officer

  • Location
    Epsom, Surrey
  • Category
    Customer Service - Customer Service Advisor
  • Contract Type
    Contractor
  • Salary
    £ 14 - £ 15 / Hourly
  • OrganizationType
    Office

Customer Experience Officer


6 month contract


9am to 5pm


£15.50 per hour


Based: Epsom


Free parking


29 days holiday pro rata


Do you have experience in a front line service environment?




Desirable


* Experience in a housing environment.


* Experience in an inbound contact centre environment.


* An understanding of vulnerability and support services.


* A level/NVQ qualification.


* Qualification in Customer Services.



Role purpose



  • To provide a measurable high quality, first point of contact to customers.

  • Working as part of a team providing a comprehensive service for all telephone, live chat, and email enquiries.

  • Contribute to the continuous improvement of the service provided by the Contact Centre and the vision to provide a 'one stop shop'.

  • To support the key objectives of the business in relation to achieving excellence, putting the customer first and providing a seamless "one stop shop" response to diverse customer needs.

  • To work within a team to deliver all key accountabilities through agreed rota/cover arrangements.

  • To adhere to the Associations' equal opportunities, diversity and health and safety policies and ensuring that effectiveness, value for money and efficiency is continually reviewed and achieved at all times.




Accountabilities


* To deliver comprehensive advice in connection to all service areas to customers and team members, providing excellent customer service.


* To take responsibility of ensuring enquires are dealt with and resolved within target times and keeping customers informed of progress.


To where possible, resolve face to face enquiries with customers.


Within the team to manage the garage lettings and management functions and other allocated projects.


Responsibility managing and setting payment plans to address low level rent arrears.


To assist with the delivery of our 'Digital First' Strategy for residents promoting channel shift wherever possible and helping to identify residents with accessibility issues.


Identify vulnerability issues and sign post to support services i.e. Housing teams and external support services.


To be responsible for the management of post across the business within agreed timeframes; to include delivering performance management targets on logging and management of customer mail.


To assist with the management of all digital enquiries, ensuring a resolution is reached within agreed timescales.



Knowledge, skills and experience


Essential



  • Experience in a customer service environment

  • Good keyboard and numeric skills and ability to multi task in a pressurised environment.

  • Ability to prioritise heavy workload.

  • Confident IT skills, including the use of web-based systems.

  • High quality communication skills particularly in relation to phone and written communication.

  • Experience in dealing with sensitive and confidential matters over the phone or face to face.

  • A record of high-quality service delivery.

Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.


By applying for this role your details will be submitted to Office Angels. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.

To speak to a recruitment expert please contact Steph Webbs