Repairs Customer Services Advisor

23 months contract with an East London based Local Authority

Job Summary:

To support the Council s vision and resilience agenda by providing a wide range of bestinclass front line services within customer services.

The provision of an efficient and effective frontline service based on customer and service needs across a number of council related service areas.

To support the ethos of right first time within customer services.

To support the overall delivery of excellent customer care by working in conjunction with the customer services team to provide high quality service during operational hours.

Key Duties/Accountabilities:

To provide an efficient and effective frontline service dealing with a variety of service requests and providing information and guidance relating to repairs within Housing services.

To maintain a highlevel understanding of endtoend customer interactions and to ensure appropriate levels of understanding throughout the designated service.

To handle difficult or sensitive enquiries effectively using the appropriate body language listening skills and rapport building.

To understand what matters to customers and to ensure appropriate levels of understanding throughout the staff delivering services.

To work as part of the repairs contact team to drive an innovative and demanddriven approach to service development and to ensure that the Service is responsive to public/client needs and achieves efficiency in operation.

To take card payments to pay for a council service when required following the correct security protocols.

To demonstrate alignment with the Council s vision aims and values.

To use effective communications liaison and working relationships across the locality team.

To use all available information technology applications and other systems to provide information advice and support for customers.

Essential Experience Required:

Clear understanding of the operational service provided within Repairs Contact Centre.

Knowledge of customer service and conflict.

Knowledge of excellent resident experience tools and approaches.

A demonstrable understanding of providing high quality inclusive services across a range of service areas and a willingness and ability to following training work in a variety of service areas within the Customer Services division.

Additional information to note:

This role is fully office based there is no remote/hybrid working arrangements available.

Willingness and work evenings weekends and Bank Holidays when required to do so to maintain service delivery.

Duties of the role are at Sc6 unless specified as being of a higher grade on the job description.

The closing date for this position is Tuesday 02/07/2024