I currently have an excellent opportunity with an established Housing organisation for a Customer Resolution Advisor role on a permanent full-time basis This is an Office based (4 days in the office, 1 day at home) role in East London.
Responsibilities of the Customer Resolutions Advisor:
- Customer Support: Serve as the first point of contact for customers seeking assistance through various channels, including phone, email, chat, or ticketing system.
- Resolution: Address and resolve customer inquiries, technical issues, and service requests efficiently and effectively, aiming for high first contact resolution rates. This will include simple housing management functions including lettings, succession, mutual exchanges, keys/fobs, car parking, income, and repairs.
- Technical Troubleshooting: Conduct initial diagnosis and troubleshooting of customer problems, providing step-by-step guidance or solutions to resolve issues or service requests.
- Documentation and Record Keeping: Accurately record customer interactions, issue details, troubleshooting steps, and resolutions in the relevant internal systems ensuring thorough and organised documentation.
- Administration and Invoicing: Process all invoices including appropriate record-keeping and provide any relevant administrative support to colleagues.
- Customer Communication: Communicate with customers in a professional, empathetic, and clear manner, adapting your communication style to suit different customer backgrounds and technical expertise.
- Knowledge Base Maintenance: Contribute to the development and maintenance of a comprehensive knowledge base by documenting common customer issues, solutions, and best practices.
- Collaboration: Collaborate with internal teams, such as technical specialists, to resolve complex issues or escalate cases when necessary, ensuring timely and effective problem resolution.
- Customer Satisfaction: Strive to deliver exceptional customer service, ensuring that customers feel valued, understood, and satisfied with the assistance provided.
- Continuous Learning: Stay updated with service knowledge, industry trends, and emerging technologies to enhance technical proficiency and provide up-to-date and accurate information to customers.
- Metrics and Reporting: Monitor and report on key performance indicators (KPIs), such as first contact resolution rates, average handling time, and customer satisfaction scores, to track performance and identify areas for improvement.
Requirements for the Customer Resolutions Advisor:
- GCSE grades A-C in Maths and English.
- Excellent communication skills, both verbal and written, with the ability to explain technical concepts in a clear and concise manner.
- Strong problem-solving skills and the ability to adapt troubleshooting techniques based on customer needs and technical proficiency.
- Patience, empathy, and a customer-centric mindset to handle customer concerns with professionalism and care.
- Technical proficiency and familiarity with common software applications, operating systems, and troubleshooting tools.
- Ability to work well under pressure, manage multiple customer interactions simultaneously, and meet established performance targets.
- Proficiency in using help-desk software, ticketing systems, and customer relationship management (CRM) tools.
- Strong attention to detail and organisational skills to ensure accurate documentation and follow-up on customer cases.
- Flexibility to work in shifts, including evenings, weekends, and holidays, as per the help-desk operating hours.
If you are interested in joining our dynamic team and making a positive impact in the community, please submit your updated CV for consideration. We look forward to hearing from you!
Morgan Hunt is a multi-award-winning recruitment business for interim, contract and temporary recruitment and acts as an Employment Agency in relation to permanent vacancies. Morgan Hunt is an equal opportunities employer. Job suitability is assessed on merit in accordance with the individual's skills, qualifications and abilities to perform the relevant duties required in a particular role.