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Contact Access Advisor

Talentspa
Job LocationBirkenhead
EducationNot Mentioned
Salary£9,538 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeTemporary, part-time

Job Description

Contact Access Advisor Location: Birkenhead, CH41 5AASalary: £9538.00Hours Per week: 16Contract Type: Part-time, temporaryAbout the Company:Magenta Living is the largest registered housing provider in Wirral and a not-for-profit organisation, owning and managing just under 13,000 properties. Employing around 500 staff, we are a significant local employer demonstrated by Investors in People Gold standard and retaining our Customer Service Excellence certificate.About the Contact Access Advisor Role: To provide resolution on the cross section of inbound telephone calls received whilst delivering the required levels of service in terms of quality, performance and 1st time resolution. In addition to telephony activity, the required administration activities more specifically linked to support link functionality are to be carried out in a timely manner.Contact Access Advisor Responsibilities:

  • Maintain high levels of customer service when responding to customer access points within set quality standards, procedures and response times.
  • To identify the enquiry type assess the customer’s needs and initiate appropriate action within the set parameters on a wide range of issues including but not exclusive: repairs, housing services, income, emergency issues and support.
  • Utilise the available manual and technology systems gaining accurate information for the customer, advising of solutions or updates to their enquiries / requests.
  • Operate and accurately update the telephone software system, capturing full customer information keeping the database up to date.
  • To undertake the completion of the community alarm process and agreed types of associated Telecare peripherals, within agreed set standards.
  • To respond within agreed targets and protocols to all response visits.
  • To undertake maintenance tasks associated with stock control, reprogramming, replacement of batteries and pendent testing.
  • To maintain appropriate clerical and computer records in accordance with statutory, organisational and Quality Framework Standards.
  • To undertake surveys or outbound publicity campaigns.
  • To complete investigations to respond to service enquiries, complaints and compliments, updating the feedback’ system within the agreed procedures and timeframes.
  • To effectively communicate and manage the social media sites which Magenta Living actively participate in and to ensure that you represent the company in a professional manner.
  • To represent the service within internal or external Magenta Living initiatives.
  • To assist the Team Leader in new staff induction programme.
  • To undertake an agreed role with Magenta Livings Emergency Planning.
  • To participate and have ownership of performance reviews, staff meetings and Magenta Livings Personal Development Programme.
  • To assist the Team Leader in achieving and maintaining agreed Quality Framework Standards.
  • To assist the Team Leader in facilitating a skills assessment to maintain
    • Contact Access Advisor Requirements:
  • Ability to work within a changing environment.
  • Excellent communication, prioritisation and problem solving skills.
  • Good organisation, time management and prioritisation skills.
  • Good operational level of ICT skills.
  • Passion for providing excellent customer focused services.
  • Ability to manage workloads and achieve targets.
  • Understand the principles within Equality & Diversity.
  • The ability to work without direct supervision.
  • Experience in working within a team.
  • Experience in working with frontline technical systems and the associated hardware and software.
  • Experience of maintaining procedures and service standards within a recognised quality assurance standard.
  • Experience in working in a busy, high-pressurised customer focused frontline service.
  • Contact Centre experience desirable.
  • Holder of or working towards a relevant technical or customer service orientated qualification, Desirable.
  • Able to work flexibly to meet the demands of the service.
  • To cover shifts when required across the operation including Bank Holidays and Christmas period if required.
    • All employees are expected to:
  • Be flexible in approach, ideas and behaviour
  • Be a team worker who builds positive relationships
  • Respond positively to change
  • Show courtesy and respect to our customers, external agencies and each other
  • Abide by our employment policies and procedures
    • If you think that you are suitable for this Contact Access Advisor role, please apply now!

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