Customer Service Advisor - London, United Kingdom - Deverell Smith

Deverell Smith

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job details:

Posted
23 January 2024

Salary
£ £30000 per annum + bonus, progression, hybrid role

Location
London

Job type

Permanent
Discipline
Property Sales, Lettings & Customer Care
Reference

DS_

Contact Name
Ross McEwan

Job description:

Overall Purpose:

Working within the Customer Hub team to ensure the delivery of the customer experience. Participating in daily operations to consistently meet incoming customer demands across all portfolios and Neighbourhoods efficiently and effectively. Handling customer issues and enquiries in a professional and timely manner.

Dimensions:

Handling incoming customer demands and tasks across all portfolios and Neighbourhoods
Ensuring a rewarding experience without hassle so that all customers receive a friendly, professional and consistently high-quality service that helps to resolve various customer queries
Deliver against KPIs and agreed SLAs for all processing all customer interactions

Main Duties & Responsibilities:

Day to day processing of customer demands, queries and issues delivering a bestinclass service and meeting or exceeding all KPIs
Delivery of key performance indicators including customer service feedback, occupancy, outstanding work orders, inspections, statutory compliance supported by the SCA
Working with the ticket management process via Zen Desk to support the overall Customer Hub team with timely responses, delivery against SLAs and managing any escalating customer issues
Escalating any customer issues or complaints to the SCA to ensure that these are effectively managed, and the relevant action is taken in accordance to issue management procedures
Liaison with the Neighbourhood Hub to ensure the delivery of Resident work orders and operational requests
Enhance the quality of customer interactions, ensuring compliance, regulatory and legal obligations are met across all interactions
Ensure 100% accuracy of data recording on Yardi, Zen Desk and other systems
Responding to feedback re customer service and Resident issues to exceed targeted results