Customer Services Assistant x4 in Somerset

This is a front-line contact centre role responsible for handling high volumes of customer contact, primarily via telephone, within a busy housing service supporting approximately 10,000 homes. The primary purpose of the role is to resolve customer enquiries at the first point of contact wherever safe, appropriate and within agreed authority, while delivering a high-quality, customer-focused service.

The role focuses on First Contact Resolution (FCR). This means resolving the customer’s enquiry fully at the initial point of contact without the need for repeat contact or avoidable escalation. This includes completing all appropriate actions, providing accurate information, managing expectations, and making decisions within the scope of the role. Where first contact resolution is not possible, the advisor remains responsible for ensuring a clear, accurate handover and keeping the customer informed of next steps and timescales. The role carries an expectation to resolve a minimum of 80% of customer contact at first point of contact.

You will:

• Act as the first point of contact for customers, contractors and external partners, primarily via telephone, managing high volumes of inbound calls in line with agreed service standards.
• Resolve a minimum of 80% of customer enquiries at first point of contact wherever possible, reducing avoidable repeat contact and improving customer satisfaction.
• Take ownership of customer enquiries from first contact through to resolution or effective escalation, ensuring clear and timely communication throughout.
• Accurately assess, log and resolve a wide range of housing-related enquiries at first contact, including repairs, income queries, general housing enquiries and reports of anti-social behaviour.
• Raise and manage repair requests for occupied properties, communal areas, estates and empty homes, including damp and mould cases, in line with policy, procedure and Awaab’s Law requirements.
• Manage customer expectations from first contact by clearly explaining actions, priorities, timescales and next steps.
• Identify, respond to and escalate safeguarding concerns and customer vulnerability appropriately, including domestic abuse and residents requiring reasonable adjustments.
• Provide a professional face-to-face reception service on a rota basis during office opening hours.
• Respond to customer contact received through other channels including email, online forms, social media and reception, while maintaining telephone demand as the primary priority.
• Use all relevant IT systems confidently and accurately to record contact, update cases and extract information in line with General Data Protection Regulations (GDPR) and information governance requirements.
• Work collaboratively with operational teams and contractors to ensure enquiries are resolved efficiently and to a high standard.
• Identify repeat contact themes and potential failure demand and feedback insights to support continuous service improvement.

What do I need to be successful?

• Be able to evidence substantial experience working in a customer-focused Contact Centre or high-volume call-handling environment.
• Demonstrate excellent verbal and written communication skills, with the ability to explain complex information clearly and confidently then relaying that information in written format within case and contact management recording.
• A good understanding of the role of social housing, or the ability to acquire housing related knowledge.
• Excellent interpersonal skills including listening, empathy and problem solving, particularly when dealing with distressed, frustrated or vulnerable customers.
• Evidence strong listening, empathy, and problem-solving skills, particularly when dealing with challenging or distressed customers, by both phone and in person.
• Ability to remain calm, professional and solution focussed under pressure.
• Confidence using multiple IT systems simultaneously while maintaining accurate records and customer focus.
• Ability to balance call handling performance with quality, accuracy and right first-time resolution.

I will …

• Consistently achieving or exceeding first contact resolution targets.
• Effective management of inbound call demand while maintaining high standards of call quality and customer care.
• Accurate and timely recording of contact, actions and outcomes, contributing to reduced repeat contact.
• Positive customer feedback and evidence of empathetic, professional service delivery.
• Effective handling of complex or challenging enquiries, including appropriate safeguarding responses.
• Achievement of agreed key performance indicators (KPIs).
• Displaying and demonstrating behaviours that reflect our Values as an organisation and putting our Customers First.