Customer Resolution Advisor 6 Months FTC

Job Description

Gateway Housing has been supporting communities to thrive since 1926. We are an ambitious London based housing association with over 3,000 homes in the heart of Londons East End. We provide social rented homes, shared ownership, and sheltered housing. Wedevelop new homes too and are part way through an exciting programme to deliver another 250 homes by 2025. We also run our own in-house maintenance service, Gateway Homeworks. Our vision is that People will want to live in a Gateway home and People will wantto work at Gateway.You will be joining the organisation at an exciting time and be a key member of a dynamic team that wants to deliver great landlord services and strengthen our links to the local community. Our values Our values add up to P.A.C.E. Passionate, Accountable, Connected, Excellence. As a community housing association based in the East End for nearly 100 years, were proud of the work we do to address the housing crisis through building andmanaging great homes.We are looking for an experienced Customer Resolution Advisor (6 months FTC) to deliver of a high performing, customer focused service to customers in accordance with GHA service standards. Your main responsibility will be to provide prompt and accurate resolutions to customer concerns, ensuring a positive customer experienceand high first contact resolution rates.Your duties will include but not be limited to:

• Resolution: Address and resolve customer inquiries, technical issues, and service requests efficiently and effectively, aiming for high first contact resolution rates. This will include simple housing management functions including lettings, succession,mutual exchanges, keys/fobs, car parking, income and repairs.
• Metrics and Reporting: Monitor and report on key performance indicators (KPIs), such as first contact resolution rates, average handling time, and customer satisfaction scores, to track performance and identify areas for improvement.
• Customer Support: Serve as the first point of contact for customers seeking assistance through various channels, including phone, email, chat, or ticketing system.
• Customer Satisfaction: Strive to deliver exceptional customer service, ensuring that customers feel valued, understood, and satisfied with the assistance provided.
• Knowledge Base Maintenance: Contribute to the development and maintenance of a comprehensive knowledge base by documenting common customer issues, solutions, and best practices.
• Administration and invoicing: Process all invoices including appropriate record keeping and provide any relevant administrative support to colleagues.
• Documentation and record keeping: Accurately record customer interactions, issue details, troubleshooting steps, and resolutions in the relevant internal systems ensuring thorough and organised documentation.

Experience and Skills:

• GCSE grades A-C in Maths and English
• Previous experience in a customer service or technical support role is desirable.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts in a clear and concise manner.
• Strong problem-solving skills and the ability to adapt troubleshooting techniques based on customer needs and technical proficiency.
• Patience, empathy, and a customer-centric mindset to handle customer concerns with professionalism and care.
• Technical proficiency and familiarity with common software applications, operating systems, and troubleshooting tools.
• Ability to work well under pressure, manage multiple customer interactions simultaneously, and meet established performance targets.
• Proficiency in using helpdesk software, ticketing systems, and customer relationship management (CRM) tools.
• Strong attention to detail and organisational skills to ensure accurate documentation and follow-up on customer cases.
• Flexibility to work in shifts, including evenings, weekends, and holidays, as per the helpdesk operating hours.

If you have the confidence and enthusiasm to work in a challenging but supportive working environment, we would like to hear from you.Our benefits package includes:

• Annual Leave: starting at 28 days, plus Bank Holidays
• Subsidised Health and Wellbeing Membership
• Simply Health - help towards the costs of dentist, optician, and private medical appointments
• Employee Assistance Programme - including free legal, financial and counselling advice
• Pension - up to 10% employer contribution

Please note only shortlisted candidates will be contacted.CLOSING DATE: Wednesday 13th December 2023INTERVIEWS: 15th December 2023Please note that on some occasions where we have received sufficient applications, we will close the vacancy earlier than the closing date advertised.GATEWAY is an equal opportunities employer and welcomes applications from all sections of the community

Keyskills :
PatienceExcellent communication skillsempathyStrong problem-solving skillsand a customer-centric mindset