Salary: £20,000 12 Month Fixed Term Contract
Hours: Full Time 35 Hours Per Week
Shifts: All shifts are flexible as required between 8am – 8pm, Monday – Friday
Start Date: Monday 20th September 2021
An amazing opportunity to deliver excellent customer service, working from home, with full training and equipment provided.
Our customers are the most important part of our business and as a member of the customer service centre, it is vital that you have the passion as a customer service professional to deliver excellence every time.
We are growing as a company and the Customer Service Centre receive circa 3500 inbound calls per day.
We're looking for someone who can demonstrate strong communication skills, is a high achiever who drives to meet and exceed KPIs but also has experience of prioritising and managing their own time. This will be measured against the high standards of customer satisfaction we set ourselves, are you up to the challenge? If you are, then you sound perfect for our team!
Dealing with a range of enquires which could include maintenance repairs new and existing, housing management, account information – such as paying rent, money advice and support, Buying and selling property, and general leasehold enquires.
Answers customer’s messages via multiple channel such as telephone, email and any in-house packages to enhance the customer service experience.
Provide accurate and appropriate information to the enquiry.
Keeping confidential record of customer interaction, transactions comments and complaints, using the tools provided.
Comply with company policy and procedures and advocate L&Q Values.
Provide first contact resolution where possible, through ownership of queries and taking the relevant action required. This may include liaising with other departments where needed.
Play an active role towards departmental KPI’s and company objectives.
Skills
Clear communication skills both written and verbal
Excellent listening skills.
Remain resilient and focused while handling difficult conversations.
Be able to work in a fast pace environment and under pressure.
Be able to communicate and engage with the diverse and wide range needs from our customers and stakeholders.
Able to use positive and empathic language to influence both internal and external stakeholders.
Confidence to work individually whilst also having the ability to work collaboratively, playing an active role in both your team and overall department.
Responsible for your own time management and adhering to schedule.
Computer literacy, to be able to navigate multiple company software applications while still actively listening.
Problem solver using own initiative and take a common sense approach.
Target driven to achieve your individual KPI’s and objectives
Be responsible for your own learning (seeking advice, support, help and guidance when required)
Benefits
In addition to our support and training the successful candidate will have access to our full site of benefits:
26 days holiday (rising to 31 days with length of service)
Annual bonus subject to group performance
Excellent pension scheme
Employee Assistance programme
Non- contributory life assurance
All successful candidates will be invited to:
1st stage – a telephone assessment on: 23rd- 28th July 2021
If successful, you will be invited to an online interview on: 4th-11th August 2021
You will need Microsoft teams to be able to participate in the interview and the interview will be approximately 60-80minutes
Your role is for Homeworking Full Time - we will supply you with a laptop, monitor, keyboard, mouse and headset, which you will be asked to collect from the office in Sidcup or Trafford a few days before the start date. You need to have a quiet suitable workspace and desk and chair. You also need reliable broadband to take calls and use the systems – you will need a minimum 30Mbps download and 10Mbps upload. You will be asked for proof of your broadband speed and home set up if offered the role.
IT equipment to be collected from Kent or Trafford