Job Description
Duties include:
- Respond to routine queries across a broad range of services and more complex queries within designated specialism via telephone/fax and emails within Customer First operational targets
- Support the achievement of Customer First service levels/service standards
- Escalate more complex queries to a line manager as per escalation procedure
- Deliver an excellent service to both internal and external customers
- Contribute to developing and maintaining positive customer relationships
- Contribute to improving quality of service provision by being available to handle customer enquiries using the relevant scripts as provided
- Be proactive in suggesting improvements to call handling activities/systems/procedures
- Identify and address the needs of our customers and act upon their requests
- Log comments, compliments and complaints in accordance with the Accord Housing Association procedures
- Support outbound customer satisfaction surveys as and when required
- Support back-office duties as and when required e.g. post opening, franking, banking and reception cover.
- Work within the business commitment to equal opportunities and promote anti-discriminatory practices in all aspects of daily work
- Contribute to an effective and safe working environment
- Participate in performance appraisals and personal development processes
- Adhere to group policies and procedures
- Attend, as and when required, meetings, seminars and training events
- Attend appropriate stakeholder/resident meetings as and when required
Personal Qualities :
- Positive
- Team player
- Honest
Skills Required :
- Manage own timekeeping
- Ability to work flexibly.
- Excellent time keeping
Future Prospects : • Completion Bonus of £455pa (Paid on successful completion)
• Recognition through Apprentice of the Year category in Accords’ Great People recognition awards
• Excellent progression opportunities whether looking to study further or develop in the workplace
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