Customer Services - London, United Kingdom - Triumph Consultants Ltd

Triumph Consultants Ltd
Triumph Consultants Ltd
Verified Company
London, United Kingdom

1 week ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description

What's involved with this role:


Temporary Customer Services Advisor/Administrator - Homes & Neighbourhoods

Reference no:
Islington RQ853564

Pay Rate:
£19.75 per hour PAYE

Role Length:
This opening assignment is for - 3 months

A Standard DBS is required for this role. An experienced Customer Service Advisor required.


Key responsibilities:

  • To ensure complaints are dealt with and responded to within time frames and monthly targets are met
  • To ensure that all duties are being carried out satisfactorily and to the required professional standard and the processing of payments and invoices as required
  • To ensure that proper systems are in operation to monitor complaints and enquiries concerning service delivery and to liaise with other parts of Property Services in the investigation of complaints from the public or local ward Councillors
  • To attend and minute meetings, including public meetings, as directed by the CSM
  • To maintain effective internal communication systems to ensure the speedy generation and receipt of information
  • Assist the CSM in ensuring that internal and external meetings are serviced and surgeries are held to enable customers to engage with the service
  • Assist in the planning and implementation of customer consultation exercises in conjunction with partners to ensure that customer needs are identified and learning is implemented by service providers
  • To receive, respond to or refer telephone calls to the appropriate officers, as required.
  • To maintain the highest professional standards for the Property Service administration service in accordance with Policy, and to monitor service delivery to ensure that the required standards are attained
  • To provide the administration and support services in such a manner as to ensure that good public relations are maintained at all times
  • To use and assist others to use Information Technology systems to carry out duties in the most effective and efficient manner. To use a computer terminal for the input and extraction of data whilst carrying out duties associated with this post
  • To perform any other reasonable, minor and nonrecurring duties, appropriate to the post, as determined by the Customer Services Manager
  • To use and assist others in the use of information technology systems to carry out duties in the most efficient and effective manner
  • To achieve agreed service outcomes and outputs, and personal appraisal targets, as agreed by the line manager
  • To undertake training and constructively take part in meetings, supervision, seminars and other events designed to improve communication and assist with the effective development of the post and post holder
  • To carry out duties and responsibilities in accordance with the council's commitment to customer service excellence and ensure compliance with the customer care standards

"Role Requirements" - to give yourself the maximum chance of success please try and ensure your CV addresses the following essential criteria:


Experience:


  • Considerable proven administrative and finance experience including extensive experience of office computer and cash handling systems
  • Considerable proven experience of delivering front line customer focused services, including experience of responding to and resolving complaints
  • Experience of working in a construction or contract administration environment with knowledge of contracts, maintenance and project management
  • Experience of working in a social housing environment

Skills:


  • To have a good knowledge of housing and repairs services and able to deal appropriately and effectively with council tenants and leaseholders both in person and on the telephone
  • To be numerate and literate commensurate with the requirements of the post
  • Ability to investigate and respond formally to complaints and members enquiries and deal with a range of correspondence
  • Ability to maintain record systems and administrative procedures, in support of the housing service
  • Ability to ensure that standards and performance targets are met
  • Ability to monitor and control procedures and to recommend improvements to council/contractor processes that will improve the customer experience
  • Ability to think creatively in order to anticipate and solve problems, and to take corrective action where necessary
  • Ability to demonstrate accountability and a positive attitude to your responsibilities
  • Ability to adopt a flexible approach to team working, be selfmotivated and be able to demonstrate an ability to work on your own initiative
  • Ability to attend and minute meetings and occasionally attend meetings and events out of normal working hours
  • Ability to ensure effective use of Information Technology, including word processing, in order to input and extract information including making payments and produce simple statistical information from records held
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