Customer Experience Advisor

Overall Purpose of Job

To provide professional and efficient contact handling services across all of Ongo’s services. This will include digital and social media platforms, telephone services and face to face customer centre service to all customers. You will have a focus on resolving the majority of enquiries right first time with an emphasis on supporting customers to self-serve where possible.

Main Responsibilities

• Deliver an excellent contact handling service for our customers taking into account relevant policy and procedures, nature of queries and using effective first contact resolutions to complete a service request.
• To deliver customer services across all channels such as Telephone, Face to face, Facebook, Email, Webchat and MyHome (Tenant Portal).
• To work with triage officers and sometimes wider teams as necessary to resolve complex customer enquiries whilst retaining control of the contact where appropriate.
• To be able to diagnose and question customers on their required repair, coach customers to self-resolve where appropriate or book a relevant repair appointment for the customer ensuring accurate detail of the repair is recorded.
• To take and process payments from customers towards rent and other charges in line with Ongo policies and procedures.
• To act on reports of health and safety incidents and issues ensuring they are escalated in a correct and timely manner according to our procedures.
• To be responsible for escalating all adult and children safeguarding matters in accordance with our policy and procedures.
• To maintain and update the Customer Relations Management System (CRM) data and other relevant ICT systems and databases.
• To provide essential support & cover to the Customer Service Assistants to ensure Ongo Reception services are maintained.
• May be required to work in different locations to ensure delivery of service across the county.
• Undertake regular training & personal development.
• To undertake any other duties and administrative tasks, consistent with the above, that may be required from time to time under the instruction of the Customer Service Team Managers.
• To ensure that all aspects of the work are delivered in a customer focused manner.
• To work consistently in line with the Company’s values and objectives.
• To uphold the Company’s Equal Opportunities and Diversity Policy and Health and Safety Policy in all aspects of the work.
• To observe and comply with all the Company’s policies and procedures.
• To work flexibly to ensure that a reliable and first rate service is available to customers during our operating hours.

Knowledge, Skill & Experience Required

• Experience of working in a busy customer service environment.
• Experience of delivering quality customer service to a broad cross section of the general public, external agencies and internal departments.
• Ability to deal effectively and sensitively with members of the public by telephone, digitally and face to face.
• Preferably some knowledge of housing related issues including maintaining a home and property repairs knowledge.
• Excellent communication skills (particularly oral, but also written).
• Excellent mathematical skills as you will need to advise customers on their current rent account status and calculate payable rent.
• Excellent skills in writing and grammar to enable communication across social media platforms.
• Skills and experience in resolving potential customer complaints at first point of contact.
• Awareness and understanding of social media and the use of certain platforms.
• Ability to use up to date office based ICT systems (i.e. Microsoft Word, Outlook etc.) and to demonstrate computer literacy.
• Ability to use, update and manipulate database applications and to demonstrate computer literacy and also self-resolve basic IT issues that may arise.
• Ability to update, maintain, search and navigate systems and records with a high level of accuracy, detail and resolution.
• Have understanding of Data Protection Law and what is appropriate in regards to data privacy and processing.
• Good organisational skills and ability to work to deadlines as necessary.
• Ability to represent ONGO in a ‘positive’ and effective manner at all times.
• Ability to provide typing and administrative support as necessary.
• Operates with a customer focused approach to work at all times.
• Commitment to achieving positive outcomes and objectives.
• Flexible and cooperative approach (teamwork).
• Possess an understanding of and empathy with ONGO’s aims and values.
• Strives to help Ongo achieve its corporate strategy.
• Ability to manage, maintain and change with customer demand and services required.
• Demonstrates STAR ethos in all aspects of work demands and requests.
• Problem solving skills in sometimes complex/stressful and challenging situations and able to keep a focused outlook with the end goal of customer resolution in mind.
• Manage own workload in what can be a demanding and time consuming working environment.

CLOSING DATE FOR APPLICATIONS NOON 4 APRIL 2025 INTERVIEWS 11 APRIL 2025