Customer Service Advisor

Seven Resourcing are looking for a Customer Service Advisor to work with hammersmith & Fulham Council. This is a full-time position, and we are paying £18.52 (Paye) per hour for this role.

The role:

To provide a single point of contact for those contacting LBHF about housing services and repairs.

To ensures that customers receive a timely and positive response to their contact with LBHF, achieving performance targets and high rates of satisfaction.

To respond to customer enquiries at the first point of contact from a variety of customer access channels, including telephone, email, web, social media, and post.

To deliver a consistent, reliable, customer focused service, ensuring value for money and responsive services to anyone contacting LBHF and to act as a positive role model for all staff.

Key Responsibilities:

To act as the first point of contact, providing initial advice and information and resolving directly the most frequent service requests by; telephone, email, web, and other social media channels

Where appropriate to direct and/or connect telephone callers and enquiries via other channels to other individuals/departments where more complex and specific advice is required

To capture accurate and detailed information to pass to relevant specialist teams where the Customer Service Centre cannot fully resolve a query.

To access and record actions on the council’s central housing database and other systems to provide residents with relevant information and services, for example, to issue a rent statement, take a rent payment, order a repair and to make a surveyor appointment.

To develop knowledge of key policies and procedures and to use quiet time to keep this knowledge fresh to deal most effectively with the most frequent service requests.

To carry out telephone surveys on a range of issues and record the outcomes.

To capture and update relevant customer information.

To work in a performance management driven culture with SMART objectives linked to the overall Customer Service Centre key performance indicators, customer satisfaction and first contact resolution targets.

Applicant Requirements:

Qualifications: 

GCSEs A-C or equivalent including at least English and Maths.

Educated to A Level standard or equivalent experience

Experience:  2+ years working within a similar role. 

Compliance:  Current Standard DBS check. 

Travel:  Clean UK driving license with the ability to commute to and from work independently.

Hours:  37 hours p/w.

Working with Seven Social Care:

We have been helping social care professionals find exciting new roles for almost a decade, so we know exactly where to look when it comes to sourcing the best opportunities. We operate across the UK, and, with over 300 five-star reviews, multiple awards and amazing relationships with the biggest employers in UK social care, we give you the best chance of landing your next role.

We have a reputation for recruiting at lightning speed, however, we can only respond to candidates who meet the exact requirements of the position. If you have any queries about a role or application, please visit our website where our amazing candidate support team will be more than happy to help.