Customer Relationship Advisor
This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.
The vacancy
About Shepherds Bush Housing Group
We’re a forward-thinking housing group in the heart of west London. Since we started in 1968 our ethos has remained the same: to provide affordable homes and services that build communities.
Here at Shepherds Bush Housing Group, we are passionate about what we do and apply our innovative outlook to find new ways to invest in people, communities and residents.
We offer careers that are both exciting and rewarding. We’re looking for people who bring a variety of different skills and experiences to help us continue to make a difference to the local communities we work within.
This is a unique opportunity to work for an award winning organisation and genuinely contribute to the achievement of our corporate aims and objectives.
About the role
Responsible for resolving enquiries at the first point of contact across all channels (email, social media, website and other digital channels) This is a role for someone who is able to work in a fast paced, customer facing environment.
You will manage your own caseload, working closely with our Customer Relationship Management (team to serve our customers and deliver SBHA’s services The post holder will liaise with internal and external stakeholders to successfully deliver resolutions for our customers for all matters relating to their home (tenancies and their neighbourhood).
Key Responsibilities
- Working alongside a team of Customer Relationship Advisors to resolve customer enquiries at the first point of contact across all channels.
- Achieve all KPIs related to service delivery (customer satisfaction, first time resolution, % calls answered within 25 seconds and prompt case resolution).
- Responsible for the correct diagnosis, appointment and scheduling of repair works for SBHA customers, ensuring successful completion of the customer journey.
- Responsible for resolving customer enquiries relating to the customer lifecycle (Lettings, Tenancy, Lease, Rents and low level Anti Social Behaviour).
- Responsible for proactive outbound communication campaigns.
- Manage caseload of customer queries including transfer requests, pest control and lettings applications always putting the customer front and centre and keeping them updated of progress.
Please see the job description for a full breakdown of duties and requirements.
About you
- Experience of working in a busy customer facing role.
- Experience of ensuring consistency when providing a range of services simultaneously.
- Impeccable telephone manner and interpersonal skills with the ability to communicate effectively both orally and in writing.
- Experience of complaints resolution.
- Able to handle a range of issues fairly, honestly, respectfully and with sensitivity even though they may be challenging.
- Extremely strong attention to detail with meticulous approach to checking own work for accuracy.
- Able to prioritise and deliver a busy workload to meet deadlines.
- Able to keep up to date with service developments, adapt to change and demonstrate a flexible/agile approach.
- Experience of using Microsoft Office packages, housing or CRM systems and call handling software.
- Good keyboard skills with the ability to retrieve and input data whilst talking to customers on the telephone.
- Demonstrable knowledge of housing management including repairs and property maintenance.
- Strong negotiation and problem solving skills.
- Able to work in a pressurised environment.
What we can offer you
Please follow the link to read more about our great benefits and what we can offer you: https://www.sbhg.co.uk/life-at-sbhg
Equality, Diversity and Inclusion
We commit to ensuring that equality and diversity are integrated at the core of our business and respond to the needs of our employees, workers, stakeholders and customers. To read more about our commitment, please visit the following link: https://www.sbhg.co.uk/equality-and-diversity
We reserve the right to close this vacancy early if enough applications are received.
Our mission
We're much more than a landlord. We build communities by providing homes that people can afford and invest in people and places.
We have more than 5000 homes throughout west London and are building more. We've been doing this since 1968 and are a trusted part of the community.
Our mission is social heart, business head, local impact.
Social heart: Our way of working builds and strengthens communities.
Business head: Our way of working means we make a lasting return on investment.
Local impact: Our way of working responds to what's needed locally.
Our values
Community focused
Caring
Accountable
Innovative
Why work for us
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