At a Glance
- Tasks: Deliver exceptional customer service and resolve enquiries in a fast-paced contact centre.
- Company: Join a well-established Housing Association with a focus on customer experience.
- Benefits: Competitive pay, potential for permanent role, and supportive work environment.
- Other info: Opportunity for career growth and development in a dynamic team.
- Why this job: Make a real difference by helping customers with their housing needs.
- Qualifications: Previous customer service experience and strong communication skills required.
The predicted salary is between 15.02 - 15.02 £ per hour.
Location: Stafford (Office Based)
Pay Rate: £15.02 per hour PAYE | £18.26 per hour Umbrella
Contract: Temporary (Initially 3 Months with the view to extension and permanent opportunities)
Hours: 36 hours per week
Temporary Working Hours:
- Monday to Thursday: 8:30am – 5:00pm
- Friday: 8:30am – 4:00pm
Permanent Opportunity: Should permanent positions become available, the salary will increase to £32,349.96 per annum, with working hours operating on a rota between 8:00am and 8:00pm, seven days a week.
The Role: We are currently recruiting for a Customer Service Resolution Officer to join a well-established Housing Association based in Stafford. This is an exciting opportunity to become part of a busy Contact Centre, delivering exceptional customer service and resolving enquiries at the first point of contact.
Working within the Customer Experience team, you will provide a professional, empathetic and efficient service across multiple communication channels while supporting customers with repairs, housing enquiries and general service requests. This role is ideal for candidates who thrive in a fast-paced customer-focused environment and enjoy problem solving.
Key Responsibilities:
- Deliver a high-quality first point of contact service via telephone and digital communication channels.
- Resolve customer enquiries efficiently whilst providing excellent customer service.
- Accurately record customer interactions, ensuring all information is updated within internal systems.
- Schedule responsive repairs and coordinate Same Day Repairs using internal resources.
- Process a variety of customer service workflows including repairs, damp, mould and condensation follow-on works.
- Ensure enquiries are managed in accordance with quality standards and internal procedures.
- Identify service failures and opportunities for continuous improvement.
- Escalate complex enquiries where appropriate whilst aiming to achieve first contact resolution.
- Recognise safeguarding concerns, vulnerable customers and tenancy risks, escalating appropriately.
- Log complaints accurately and support customers through the complaints process.
- Carry out administrative duties to support the wider Customer Experience Directorate.
- Maintain GDPR and PCI compliance at all times.
- Work collaboratively with colleagues to resolve challenging customer enquiries.
- Contribute positively to a customer-first culture whilst demonstrating professionalism and empathy.
About You:
- Previous experience working within a Customer Service environment (Essential).
- Experience working within a Contact Centre or Repairs environment (Desirable).
- Passion for delivering outstanding customer service.
- Excellent verbal and written communication skills.
- Strong problem-solving and conflict resolution abilities.
- Ability to remain calm under pressure and manage difficult conversations professionally.
- Good organisational skills with the ability to prioritise a busy workload.
- Confident using IT systems and able to learn new software quickly.
- Ability to multitask whilst maintaining accuracy.
- Understanding of diverse customer needs and delivering an inclusive service.
- Experience within Housing, Social Housing or Property Services would be advantageous.
Customer Service Resolution Officer in Stafford employer: Premier Christian Communications Ltd
Premier Christian Communications Ltd is an exceptional employer, offering a unique opportunity to make a meaningful impact within the charity sector. With a strong commitment to employee engagement and a values-led culture, we provide a supportive environment that fosters professional growth and development. Our hybrid working model and competitive salary reflect our dedication to enhancing the employee experience, making us an ideal choice for those looking to contribute positively to society.
Contact Details:
Premier Christian Communications Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Resolution Officer in Stafford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Premier Christian Communications Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Premier Christian Communications Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Resolution Officer in Stafford
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Premier Christian Communications Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Premier Christian Communications Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Premier Christian Communications Ltd!
How to prepare for a job interview at Premier Christian Communications Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
