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- Tasks: Assist social housing clients by booking appointments and providing exceptional customer service.
- Company: Join a thriving company known for its expertise in social housing services.
- Benefits: Enjoy free parking, gym access, generous leave, and ongoing training opportunities.
- Other info: Flexible work environment with great career growth potential.
- Why this job: Make a real difference in people's lives while developing your customer service skills.
- Qualifications: Previous call centre or customer service experience is preferred.
The predicted salary is between 24000 - 28000 £ per year.
Pay range: This range is provided by The Wiggett Group LTD. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
About us: We are a thriving, successful company with an excellent proven track record as Social Housing Experts in Property Services. To ensure a high level of operational focus, we are centred around three operating divisions – Mechanical, Electrical and Property Services.
Job Summary: We are seeking a dedicated and compassionate Call Centre Operator to join our team and assist social housing clients in booking appointments. As an Operator, you will play a vital role in providing exceptional customer service and ensuring that our clients receive prompt and accurate assistance in securing appointments for social housing services. Your excellent communication skills, attention to detail, and empathy will be essential in effectively addressing client needs and maintaining a high level of client satisfaction.
Key Responsibilities:
- Receive inbound calls from social housing clients seeking to book appointments for various housing-related services.
- Provide professional and empathetic customer service while actively listening to client inquiries and concerns.
- Use a computerised system to accurately record and update client information, appointment details, and relevant notes.
- Assess client needs and determine the appropriate appointment type and availability.
- Schedule appointments in accordance with established protocols, ensuring optimal use of resources and minimising wait times.
- Provide accurate information to clients regarding appointment dates, times, locations, and any required documentation or preparation.
- Assist clients in rescheduling or cancelling appointments as necessary, maintaining flexibility while accommodating client preferences and availability.
- Collaborate with internal departments and external stakeholders to facilitate the smooth coordination and execution of appointments.
- Follow-up with clients to confirm appointments, address any additional questions or concerns, and ensure a positive customer experience.
- Adhere to confidentiality and data protection policies to safeguard client information.
- Meet individual and team performance targets related to call handling metrics, such as call volume, average handling time, and customer satisfaction.
- Stay updated on social housing policies, procedures, and relevant regulations to provide accurate information to clients.
Experience & Skills:
- Previous experience in a call centre or customer service role, particularly in handling appointments or bookings.
- Strong communication skills, both verbal and written, with the ability to effectively convey information to clients and colleagues.
- Active listening skills to understand client needs and provide appropriate solutions.
- Excellent organisational skills and attention to detail to accurately record and manage client information.
- Empathy and patience to address client concerns and provide support in a compassionate manner.
- Ability to navigate computer systems and proficiency in using call centre software, databases, and standard office applications, including Microsoft Office packages.
- Ability to multitask and work in a fast-paced environment, while maintaining a high level of accuracy and professionalism.
- Problem-solving skills to handle challenging situations and find appropriate resolutions.
Proof of Driving Requirement: Due to our remote location, you must be able to drive as there is no public transport to our offices.
Benefits:
- Free parking
- On-site gym
- On-site parking
- Salary Sacrifice Pension Scheme – after 3 months of employment
- 23 days annual leave + bank holidays
- Option to buy or sell up to 3 additional days annual leave each calendar year
- Birthday off – after 1 year of service
- Group Life Insurance
- Employee Assistance Programme (EAP)
- Virtual GP appointments & Online Physiotherapy sessions
- Ongoing training and development opportunities
Seniority level: Associate
Employment type: Full-time
Job function: Administrative and Customer Service
Customer Service Advisor in Brentwood employer: The Wiggett Group LTD
Contact Detail:
The Wiggett Group LTD Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor in Brentwood
✨Tip Number 1
Get to know the company! Research The Wiggett Group LTD and their approach to social housing. This will help you tailor your responses during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with clients over the phone, it’s crucial to sound clear and confident. Try role-playing with a friend or family member to get comfortable with common customer service scenarios.
✨Tip Number 3
Show off your empathy! In your interviews, share examples of how you've handled difficult customer situations in the past. Highlighting your ability to listen and respond compassionately can set you apart from other candidates.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Customer Service Advisor in Brentwood
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Service Advisor role. Highlight your previous experience in call centres or customer service, especially if you've handled appointments before. We want to see how your skills match what we're looking for!
Show Off Your Communication Skills: Since this role is all about providing exceptional customer service, let your communication skills shine through in your application. Use clear and concise language, and don’t forget to mention any relevant experiences where you’ve successfully resolved client issues.
Demonstrate Empathy and Patience: We’re looking for someone who can connect with our clients on a personal level. In your application, share examples of how you've shown empathy and patience in past roles. This will help us see that you understand the importance of compassionate customer service.
Apply Through Our Website: To make sure your application gets to us directly, apply through our website. It’s the best way to ensure we see your application and can get back to you quickly. Plus, it shows you’re keen to join our team!
How to prepare for a job interview at The Wiggett Group LTD
✨Know the Company Inside Out
Before your interview, take some time to research The Wiggett Group LTD. Understand their mission, values, and the services they provide in social housing. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Showcase Your Communication Skills
As a Customer Service Advisor, strong communication is key. Prepare examples of how you've successfully handled customer inquiries or resolved issues in the past. Practise articulating your thoughts clearly and concisely, as this will be crucial during the interview.
✨Demonstrate Empathy and Patience
Given the nature of the role, it's important to convey your ability to empathise with clients. Think of scenarios where you've had to show patience and understanding, especially in challenging situations. Be ready to discuss these experiences to highlight your suitability for the position.
✨Prepare for Role-Specific Questions
Anticipate questions related to appointment scheduling and client management. Brush up on any relevant software or systems you might encounter in the role. Being able to discuss your familiarity with these tools will give you an edge and demonstrate your readiness to hit the ground running.