Casual Customer Contact Officer

About the Role

To provide an effective frontline Customer Contact Service and support to the property services department in the delivery of an efficient and effective customer focused repairs and maintenance service.

Position: Customer Contact Officer, Holliday Street, Birmingham

Pay: £14.32 per hour

Contract: Casual zero hour

Location: Office based

What You’ll Be Doing

• Provide administrative support to other teams where necessary.
• Ensure a consistent and proactive approach to the role, carrying out other duties as required to maintain an efficient operation.
• Provide effective frontline customer service to all Trident’s customers, including face-to-face handling of all incoming telephone calls, postal and banking duties.
• Log gas service, day-to-day repairs and voids, including M&E request repair cases.
• Book appointments and raise appointments where necessary.
• Co-ordinate scheduling and repair requests for the department, including updating and managing the status of work orders on CRM and managing Opti Time for accurate Engineer monitoring.
• Effectively handle calls, logging cases and providing correct advice and signposting, making referrals to specialist services when necessary.
• Ensure all relevant invoices received are issued, checked, coded and recorded accurately.
• Co-ordinate scheduling requests for the responsive Gas team and raise cases using CRM.
• Liaise with the Maintenance, Gas, Estates and Caretakers team, and external contractors.
• Maintain accurate records and issue purchase orders when required.
• Process repair orders and appointments with operatives and contractors to assist with meeting targets.
• Liaise with customers to arrange appointments.
• Provide daily contact administrative support in relation to the delivery of external repair and service maintenance records.
• Carry out customer surveys to ensure satisfaction with the repairs and maintenance service and participate in consultation events when necessary.

Who we’re looking for?

• Proven experience of working in a Customer Contact role face to face and call centre.
• Effective interpersonal skills to enable relationships to be built at all levels.
• Able to prioritise and use own initiative.
• Effective oral and written communication, with the ability to write concise, coherent reports.
• Able to work effectively as part of a team.
• Able to identify and develop better ways of working to improve the delivery of services.
• Have a systematic approach and be able to cope with high volume repetitive tasks.
• Experience of using IT software and applications such as MS Word, MS Excel, Opti-time and Proactis.

Benefits

• 34 days annual leave, plus the option to purchase up to 5 additional days.
• A day off for your birthday.
• 4 days off when you move home.
• Life assurance (3 x salary).
• Employee Assistance programme & wellbeing programme.
• Flexible Working options.
• Learning & Development opportunities.

Equality, Diversity and Inclusion

We celebrate Equality, Diversity, and Inclusion and as a trauma informed organisation we are continually striving to build a community where everyone feels valued, respected and equally guided by our beacon of hope. We are a Disability Confident Committed Employer. We endeavour to provide an inclusive and accessible recruitment process, offer reasonable adjustments, and support employees who acquire a disability or long term health condition.