Customer Service Representative - Brentford, United Kingdom - INQUILAB HOUSING ASSOCIATION

Description

Job Summary:

Responsibilities:

• Deal with all calls as first point of contact for Karibu, liaising with housing management and repairs staff as necessary. Customer issues and contact will include reporting of repairs, payment of rent, complaints, reporting ASB and general enquiries around rehousing and repairs.
• Ensure excellent quality customer experience for our customers is achieved by being responsive to their needs and delivering solutions where possible or signposting as necessary.
• Communicate effectively with customers, providing clear accurate information and advice in a professional manner on the telephone and in writing.
• Enhance the quality of the service and enable accurate records and availability of performance information by recording relevant details to enable accurate diagnosis of issues and the provision of appropriate solutions
• Demonstrate at all times a good understanding of the customer profile and signpost as necessary while contributing to the customer service ethos of the organisation and representing Karibu in a positive light at all times.
• Work as part of a team to deliver exceptional levels of customer service ensuring that you communicate positively with other team members and the customers
• Continually deliver strong, positive and demonstrable customer service remaining calm, nonjudgemental and professional whilst working in a pressured environment.
• Participate in training and coaching opportunities to ensure ability to deal with a wide range of enquiries.

Standard responsibilities
Adopt and comply with Karibu values, policies and procedures, and regulatory frameworks including:

• Code of Conduct
• Health & Safety
• Data Protection, privacy and use of IT resources
• Regulatory standards and probity
• Risks and internal controls framework
• Human Resources policies and procedures
• Equality and diversity

No role profile can cover every issue which may arise within the post at various times.

The post holder is expected to carry out other duties from time to time, which are broadly consistent with those described.

Person Specification

Education/Qualification

• A good standard of education commensurate to the level of the job and the knowledge and skills required below

Knowledge and skills required

• General understanding of customer services within a housing association
• Understanding of and ability to demonstrate the importance of good timekeeping, reliability and taking responsibility for the service delivered to the customer
• Excellent verbal and written communications skills
• Excellent IT skills (MS Office, Outlook and the ability to adapt to CRM packages)
• Excellent interpersonal skills i.e. listening, effective communicate and interact with other people, both individually and in groups
• Demonstrable 'cando' attitude and ability to respond in a professional manner, enhancing the customer experience through the ability to respond and resolve issues.

Experience required

• Experience of working in a customer services environment, within the public or private sector

Pay:
£26,141.00-£26,829.00 per year


Benefits:

• Company pension

Schedule:

• Holidays
• Monday to Friday

Experience:

• Customer service: 1 year (preferred)

Work Location:
In person