Skip to main content

This job has expired

Customer Service Officer

Employer
Peabody
Location
Pitsea, Basildon
Salary
£22,407.97 pa + £1,200 pa rotating shift allowance
Closing date
28 Jun 2021

View more

Function
Other Housing jobs
Seniority
Assistant / coordinator
Contract
Permanent
Hours
Full Time
Organisation Type
Housing association / RP

Job Details

Out client have an exciting opportunity for a Customer Service Officer to join their team. The role is currently home based until further notice due to COVID 19. (their plans to move to a hybrid model of working which means the role will be part office based in Pitsea, Essex and part home based). You will be joining them on a full time, permanent basis and in return you will receive a competitive salary of £22,407.97 per annum (plus £1,200 per annum rotating shift allowance).

About the Customer Service Officer role:

Their Care Support Worker will be the first point of contact for all customers contacting the Customer Hub regarding repairs and property maintenance, providing appropriate advice and information (either by telephone, email, web chat or in writing) and dealing with the enquiries to maximise Right First Time resolution. You will use questioning skills to establish priorities and raise jobs on the system.

Responsibilities of their Customer Service Officer:

- Be the first point of contact for all customers with enquiries concerning  repairs and maintenance services
- Answer contacts from customers reporting repairs/breakdowns within their home, use questioning skills to establish priorities and raise jobs on the in house system.
- Ensure all complaints about repairs and maintenance services are recorded on in house systems and assigned to the appropriate department. 
- Deal with routine enquiries from leaseholders regarding maintenance.
- Maintain relevant files, IT records and other systems, and ensure that information is up to date and can be accessed and understood readily by others.
- Obtain information on behalf of the customers from Asset Management, Repairs and maintenance contractors and schedulers, to enable clear and Comprehensive responses to be provided.
- Maintain links with and knowledge of Asset Management  Repairs/Maintenance Policies so that general enquiries and requests for service can be appropriately answered or referred for a response.
- Chase up other departments where they have failed to provide a  satisfactory response using in house systems to highlight any service failures.
- Ensure that customers and other relevant staff are kept informed of delays in delivering a  service and of the reasons for these delays, and the action being taken to  minimise delays and restore service delivery.

What our client is looking for as a Customer Service Officer:

- Willing and able to provide a positive and friendly first response to residents and other callers.
- Able to deal calmly and effectively with distressed or aggrieved telephone callers and bringing the matter to a satisfactory conclusion.
- Able to work as a member of a team but taking responsibility for own actions.
- Able to take proactive action to prevent complaints from escalating.
- Able to refuse a request in a manner that is acceptable to the customer and reflects high standards of customer care.
- High standards of verbal and written communication skills ensuring all communication is clear, concise, comprehensible and free from jargon.
- Basic numeracy skills.
- Experience of working in an environment where you use different methods of communication and are expected to provide a high standard of performance.
- Experience of a commitment to high standards of customer care and service delivery in an environment where customers may display aggressive behaviour.
- Experience of using IT systems as a source of information and to record information about, and transactions with customers to ensure an up to date and efficient service.

Closing date: 5pm, 28th June 2021

If you feel have the skills and experience to become their Customer Service Officer please click ‘apply’ now to be directed to the careers page and complete your application. Please monitor your emails also during this time.

Our client is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.

NO AGENCY INTEREST

Company

About Peabody

About us

Peabody has nearly 160 years of history, experience and expertise. We were founded in 1862 by the remarkable American banker, diplomat and philanthropist, George Peabody. With over 67,000 homes, we’re one of the largest housing providers in London and the South East.

What we do

We deliver services to 133,000 residents, 16,000 care and support customers as well as the wider communities in which we work.

We are here to help make people’s lives better. We do this by developing and delivering reliably good modern services, building and maintaining the best quality developments, working with local communities and building long-term partnerships, and  growing and using our position of influence to create positive change.

We focus on those who need our help the most, working with people and communities to build resilience and promote wellbeing. We create and invest in great places where people want to live.

Working for us

We're a thriving human and kind organisation with people at our heart.

If you join us you'll be part of something special: fulfilling your ambitions and working with people who truly care.

We offer a variety of career and development opportunities, and a range of flexible benefits. You'll also have the chance to work with colleagues who want to help people make the most of their lives. We need talented employees who want to make a difference. If this sounds like you we can’t wait to meet you.

Our performance

We're committed to being transparent in the way we conduct our business and how we deliver value for money. We attained Government regulatory judgements of G1 for Governance.

Company info
Website
Telephone
0845 055 0261
Location
45 Westminster Bridge Road
London
.
London
SE1 7JB
GB

Sign in to create job alerts

Sign in or create an account to start creating job alerts and receive personalised job recommendations straight to your inbox.

Create alert