We are working closely alongside a Local Authority in City Of Westminster to assist with the appointment of a Contact Centre Advisor, on a 3-month contract, highly likely to be extended at clients discretion. Please apply with your CV for immediate consideration.

About the Role

We are seeking a passionate and customer-focused Contact Centre Advisor to join our Care and Support Team. In this role, you will be the first point of contact for residents seeking support or making enquiries through various channels, including phone, email, social media, and face-to-face interactions.

Responsibilities:

• Provide exceptional customer service as the first point of contact for residents.
• Actively listen and demonstrate empathy when supporting residents with their needs.
• Work towards achieving positive outcomes by focusing on swift resolutions to enquiries.
• Answer inbound calls within agreed service level targets.
• Make outbound calls while maintaining the highest standards of customer care.
• Manage resident correspondence through CRM and various databases, ensuring accurate data entry and timely responses.
• Monitor team performance related to acknowledgements and correspondence timelines.
• Identify and report safeguarding concerns for vulnerable residents.
• Manage the return of paper and online forms, including data entry, cross-referencing information, adding vulnerability flags, and raising safeguarding alerts when necessary.
• Work efficiently through assigned tasks, making referrals and closing completed work.
• Highlight data upload issues and maintain an audit trail.
• Contribute to achieving contact centre targets in areas like wait times, call quality, customer satisfaction, and first-time resolutions.

Knowledge, Skills & Experience:

• Excellent organizational skills with the ability to prioritize workload effectively.
• Strong data collection and presentation skills.
• Empathetic and customer-focused approach with a commitment to providing exceptional service.
• Proficient in CRM systems and comfortable using various IT software packages, including Excel.
• Ability to perform accurate and fast data entry.
• Previous contact centre experience is a requirement.
• Experience in housing support (desirable).

Questions:

• Do you have previous experience in housing or contact centres?

Please note:

• You should be available to work immediately or at a short notice.
• You should have right to work in U.K

Disclaimer: Brackenberry Ltd is acting as an Employment Business in relation to this vacancy. We are committed to equality in the workplace and is an equal opportunity employer. Unless otherwise stated all of our roles are temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.

Important: We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary. Incase the role requires an enhanced DBS, your DBS must be either through us or be accompanied by a subscription to the DBS updating service.