Contact Centre Advisor - Hybrid Role

Pertemps are currently looking for a Contact Centre Advisor for a Hybrid Role. Initially for 2 weeks but likely to extend.�

To be the first point of contact for all residents contacting the Contact Centre regarding repairs and residential enquiries, providing appropriate advice and information (either by telephone; email; web chat or in writing) and dealing with the enquiries to maximise right first time resolution.

Key results/Success metrics:

• Answer contacts from residents reporting repairs/breakdowns within their home, use questioning skills to establish priorities and raise jobs on the in house system.

• Ensure all complaints about repairs and maintenance services are recorded on in house systems and assigned to the appropriate department.�

• Deal with routine enquiries from leaseholders regarding maintenance.

• Maintain relevant files, IT records and other systems, and ensure that information is up to date and can be accessed and understood readily by others.

• Obtain information on behalf of the residents from asset management, repairs and maintenance contractors and schedulers, to enable clear and comprehensive responses to be provided.

• Chase up other departments where they have failed to provide a satisfactory response using in house systems to highlight any service failures.

• Ensure that residents and other relevant staff are kept informed of delays in delivering a service and of the reasons for these delays, and the action being taken to minimise delays and restore service delivery.