09 Oct
RHP Group
Teddington
Job details
Here’s how the job details align with your profile.
Pay
- £29,210 a year
Job type
- Full-time
- Contract
Shift and schedule
- Monday to Friday
Location
Teddington TW11
Full job description
Connect with what you'll do:
Resolve customer queries effectively, owning queries from start to finish across all channels: phone, email, webform, face to face and social media within service level agreements
Support customers to access our services online
Triage all jobs raised in line with contractual scope to define and allocate the correct service level agreements
Ensure that booked appointments are met by monitoring daily work volumes and ensuring efficient use of resources,
recording competed tasks appropriately within service level agreements
Ensure operatives have the ability to perform jobs to an optimum level with the correct timings and trades being applied
Ensure that all tasks for operatives and subcontractors (emergency and routine) are
allocated with an agreed appointment
Ensure that the volume of complaints is reduced by resolving issues first time
Manage all activities on CRM, ensuring all information is up to date
Support other teams with writing of block letters and other administration
Work collaboratively with other teams to address and resolve job related issues such as missed appointments, escalating to an appropriate supervisor where appropriate
Demonstrate a good understanding of GDPR and data requests.
Delivering first-class customer service, preferably in repairs.
Investigating, evaluating and responding to situations quickly
Confident use of IT systems including Word, Excel, PowerPoint, databases and email
The key behaviours we expect in the role are:
Role modelling our values: we know our stuff / we make it happen / we care.
Demonstrating inclusive behaviours, respecting and embracing difference and listening to other people’s unique perspective.
Communicating passionately and authentically across different channels, adapting your style and methods to meet the needs of a diverse range of customers and colleagues.
Being digitally savvy, learning our systems quickly and using them to deliver an amazing customer experience.
Communicating clearly, concisely and thoughtfully both verbally and in writing.
Working in an organised, methodical way with excellent accuracy and attention to detail.
Making wise decisions and solving problems without overcomplicating things, understanding the needs of customers and the different tenures.
Championing collaborative working across the organisation.
Building trust by doing what you say you will.
Holding your hands up if you make a mistake and quickly re-focus to put things right.
Seizing opportunities by being brave and stepping outside of your comfort zone.
Demonstrating a good understanding of GDPR and data requests.
Job Types: Full-time, Fixed term contract
Contract length: 6 months
Pay: £29,210.00 per year
Schedule:
- Monday to Friday
Education:
- GCSE or equivalent (preferred)
Experience:
- customer service: 1 year (preferred)
Work Location: Hybrid remote in Teddington, TW11 8GT
▶️ Fixed term contract - Repairs Customer Services Advisor
🖊️ RHP Group
📍 Teddington