Job Details

Digital Customer Advisor

Salary: Negotiable Location: Ref: NS/0356a
Description: The ideal candidate will have experience in live chats or working with digital customer service platforms and come from a social housing background.

Duties will include (but not limited to):

Providing real time customer service to social housing tenants across the telephone, live chat and email channels
Logging all contact and correspondence with customers on the Housing Management Software QL
Assigning or diverting customer enquires appropriately, professionally and effectively when these cannot be resolved at the first point of enquiry
Acting as the first line response for all customer enquiries over telephone and live chat relating to repairs and maintenance, lettings, neighbourhood management, complaints, rents, leasehold and customer involvement
Providing an excellent, responsive customer service, ensuring that customers’ service requests are dealt efficiently and effectively, at the first contact
Ensuring that customers’ needs are taken into account and services tailored accordingly
Taking ownership for resolving customer enquiries that are within your gift to resolve
Logging and wherever possible resolving customer concerns at the first point of contact
Assisting with the phones and other customer channels when needed
Knowledge/Skills/Experience/Expertise required:

Experience in digital customer service e.g. live web chats
Social housing background
Strong written and verbal communication - a fast typer

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