Catalyst400x400

Care Advisor

by • October 10, 2017 • Call Centre JobsComments (0)38

Role: Care Advisor
Location: Ealing
Salary: Up to £25,000 – Pro rata. 
Hours: 25hrs per week

Why you’ll be so important to Catalyst. You will:
Role Purpose

  • To deliver exceptional customer service and support to Catalyst’s external and internal customers at all times.
  • Provide a range of 1-2-1 customer service through multiple digital channels for customers of all tenures.
  • Provides first tier expertise across the entire range of core housing services including maintenance, allocations, service charges, environmental service, income and tenancy related matters.

Key Accountabilities

  • Supports the Neighbourhood Experience team in providing an excellent housing and estate management service across a range of digital channels, ensuring that all customers – leaseholders, tenants, freeholders – receive an effective, professional and value for money service and that the business addresses issues/problems and delivers appropriate services in a timely and cost effective manner.
  • Ensures accurate information and advice is given to customers, keeping up to date with policy and procedures and within legislative requirements.
  • Establishes and maintains effective working relationships with all work colleagues to ensure a ‘one team’ approach to the delivery of Digital Neighbourhood Service Centre.
  • Takes ownership to ensure they have full knowledge of all services to help meet the individual needs of customers.
  • Takes every opportunity to build customer confidence with the range of digital channels.
  • Analyses current operational processes and makes appropriate suggestions on ways in which these can be improved.
  • Works closely with the Digital Knowledge Co-ordinator to continually improve both the internal & external Knowledgebase.
  • Strives for 1st contact resolution at all times by being pro-active and thoroughly investigating the customer’s account to prevent possible call backs.
  • Works with stakeholders in other areas of the business as required to ensure complex customer cases are investigated, given the appropriate priority and resolved.
  • Manages a customer caseload and ensured that customers have access to the right services, there is correct service outcome and that customer queries/complaints are resolved regardless of where service failure lies within the organisation.
  • Work extended hours on weekday evenings until 8pm and Saturdays from 9am-1pm to optimise contact rates and to provide customers in employment support at times that best suit them.

About you:
Skills and Knowledge
Essential

  • Highly developed questioning and listening skills and an ability to communicate with empathy and clarity both by phone and across a range of digital platforms.
  • Exemplary telephone manner, comfortable using various social media platforms and the ability to quickly tune into customers’ needs.
  • Demonstrable experience of delivering customer service excellence.
  • Comfortable working in a fast paced and target driven environment and able to meet targets and deadlines whilst working under daily pressure.
  • Customer focused and ability to communicate to stakeholders both internally and externally.
  • Confident using a range of digital platforms to resolve customer queries.
  • A passionate and enthusiastic team player with a positive and flexible approach.
  • Proven organisation and administration skills and the ability to effectively organise own workload and deal with conflicting priorities.
  • Has experience of dealing with difficult customers and is able to maintain a professional approach to resolving their concerns/meeting their needs.
  • Able to acquire knowledge and grasp new concepts quickly and to deal appropriately with diverse enquiries of varying degrees of difficulty.
  • Understand how to achieve value for money outcomes

To apply, please visit: http://www.chg.org.uk/careers/job/customer-care-advisor/

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