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- Take and manage inbound customer service calls, emails or other multimedia channels, for repairs, housing management, payments or other Mears Housing Management service.
- Accurately use appropriate client or business systems to log and process received calls or emails. Make appropriate and relevant appointments in accordance with policy and practice.
- Communicate effectively with all Mears Housing Management Local and other MHM contracts, to ensure the efficient, professional, and effective provision of services.
- Adhere to business call quality framework
- To carry out any other job function as required in delivering service to the customers. These may include but not be limited to:
- Lettings queries Tenant arrears Basic or advanced administrative functions examples include: - word processing, data input, post, photocopying and or stationary management Income management, sending standard letters payment plans, providing advice
- Adhere to CSA and business code of conduct at all times
- Ensure jobs are accurately diagnosed, prioritised and that the correct operative is dispatched whilst ensuring high levels of customer service and adherence to client KPIs
- Customer Focused Attitude - This is an essential requirement for this role
- Ability to investigate, evaluate and respond to situations quickly
- Substantial experience within a customer service environment dealing with members of the public either face to face or through telephone
- Experience working within an office environment or similar
- Strong knowledge of all Windows based technology, competent knowledge of Microsoft software
- You should be able to demonstrate a high level of detail consciousness, to obtain full repairs information and provide accurate diagnosis
- Organisational skills necessary to manage and organise own workload
- The ability to communicate effectively at levels commensurate with role, both verbally and in writing
- The ability to respond to changing priorities in order to meet deadlines
- 25 days annual leave plus bank holidays
- Annual Mears Fun Day - Our annual Fun Day is organised as a massive thank you from the Executive team for all the hard work
- Volunteering Leave - Mears supports employees to undertake paid volunteering in the community, in support of our social value commitment.
- Staff perks with Mears Rewards - discounts of up to 10% weekly groceries, holidays, eye test vouchers, Share save scheme, plus much more
- Family friendly policies
- Scope for excellent career progression and the training we provide is not only nationally recognised but also accredited by various academic bodies.
- The Customer Service Centre also leads on delivering Social Value and helping our customers and communities – if you love the idea of volunteering to help someone in need or to put a smile on someone's face, then this is the job for you
- Additionally we have departmental incentives for excellent performance such as 'Agent of the Month' and 'Agent of the Year'.
- Your successes will also be shared not only within the department but with the wider business as a part of our employee recognition mechanisms. We celebrate our successes and are proud to show off the talents of our staff and colleagues.
- Have your say - you will be represented in a 'Voice of the Colleague Forum' where your thoughts, views and ideas can be shared as a part of our continual improvement strategy - we listen to our employees and value all ideas and suggestions.
Customer Service Agent - Manchester, United Kingdom - Mears
Description
About the Role
:As a Customer Service Agent , you'll deliver front line customer support for Mears Living customers, by taking and processing emails, calls or via other multimedia channels. You'll be responsible for providing the highest professional standard of customer care 24/7, 365 days a year, supporting all internal and external customer contact.
Role Criteria:
Benefits we can offer you: