Job Description
Job Role
To be the first point of contact for Soha customers and work as part of a busy team to deliver a high-quality customer service. To maximise satisfaction by establishing the customer needs, being polite and courteous, resolving their queries and keeping them well informed at all times.
Key Duties
To effectively handle incoming telephone calls, emails, app enquiries, online chat and social media on a wide range of issues and give advice or take action as appropriate.
To manage and investigate all incoming complaints at first point of contact. This will include determining the reason for the complaint, deciding action to be taken and agreeing a resolution.
Issue responsive repair orders to contactors and provide telephone advice to tenants as appropriate including scheduling contractor appointments. Liaise with technical officers to seek advice on complex repair queries and with contractors to progress outstanding orders to completion and to the tenant’s satisfaction.
To deal with rent queries, take payments, set up payment plans, request direct debits and deal with rent arrears at first point of contact.
Accurately record all customer contacts on Soha’s CRM system and allocate workflow tasks accordingly. This includes monitoring personal and team tasks to ensure they are completed on time and to the resident’s satisfaction.
To maintain up to date knowledge and a good understanding of Soha’s services, procedures and projects in order to resolve calls at first point of contact.
Carry out any other administrative tasks in line with the general responsibility of the post as directed by the line manager.
To cover the public office reception as required.
To maintain computer-based customer and property records, regularly updating information to ensure data held is accurate and complete
What you will need;
- Experience of handling a high volume of calls on a daily basis.
- Excellent telephone manner with well-developed questioning skills and a diplomatic approach.
- The ability and resilience to handle complex and challenging calls effectively using your own initiative.
- Excellent communication and interpersonal skills, including good listening and questioning skills, showing sensitivity, empathy and the ability to record information accurately.
- Experience of and commitment to delivering focused customer services with a ‘can do’ attitude.
- The ability to take ownership of tasks and work accurately and flexibly within a busy team.
- Ability to learn and maintain up to date information about Soha’s business.
- Ability to work well under pressure.
- The ability to meet call handling targets.
- Good IT skills including word, excel, outlook and teams and the ability to quickly learn how to use Soha’s in-house IT systems.
It would also be nice to have;
- Experience of working in a call centre and/or a customer service environment.
- Experience of working in the housing sector or a maintenance environment.
- A qualification or professional accreditation in customer service.
Job Types: Full-time, Permanent
Salary: £28,600.00 per year
Benefits:
- Additional leave
- Bereavement leave
- Casual dress
- Childcare
- Company pension
- Cycle to work scheme
- Employee mentoring programme
- Enhanced maternity leave
- Enhanced paternity leave
- Financial planning services
- On-site parking
- Private medical insurance
- Sabbatical
- Sick pay
- Wellness programme
- Work from home
Schedule:
Ability to commute/relocate:
- Didcot: reliably commute or plan to relocate before starting work (required)
Experience:
- Customer service: 1 year (preferred)
- Call Centre: 1 year (required)
Language:
Licence/Certification:
- Driving Licence (preferred)
Work authorisation:
- United Kingdom (required)
Work Location: Hybrid remote in Didcot