Contact Centre Advisor - Reed : Job Details

• Hourly Rate: £14 PAYE
• Location: Pitsea (Hybrid role with home working)
• Job Type: Temporary (Ongoing)

We are currently seeking experienced Contact Centre Advisors to join our team on an ongoing temporary basis. This hybrid role requires a balance between working from our Pitsea office and your home, with a competency sign-off needed for home working. Candidates should ensure they have a suitable home working set-up.

• Serve as the first point of contact for all Residents contacting the Contact Centre regarding repairs and property maintenance.
• Provide appropriate advice and information across various communication channels including telephone, email, web chat, or in writing.
• Handle household-related enquiries efficiently to maximise right first-time resolution.
• Meet individual performance targets and contribute to team targets and the overall success of the Contact Centre.
• Address routine enquiries from leaseholders regarding maintenance.
• Support the Neighbourhood Management team in delivering an excellent housing and estate management service.
• Strive for first contact resolution by being proactive and thoroughly investigating the Residents’ reasons for contact, ensuring their requests are completed in full.
• Ensure Residents have access to the right services and that queries/complaints are resolved effectively.

• Experience in a customer service environment utilising various communication methods.
• Proficiency in using IT systems for information sourcing, recording information, and inputting transactions with customers.
• Ability to work to performance targets and contribute to team success.
• Strong problem-solving skills and a proactive approach to customer service.
• Excellent communication skills and the ability to handle enquiries across a range of digital channels.

• Competitive hourly rate of £14 PAYE.
• Flexible hybrid working arrangement.
• Opportunity to contribute to a vital service for Residents.

• Availability to work rotating shifts between Monday to Friday, 08:00 to 18:00.