Advert Start Date:
Advert End Date:
£19,945 - £21,166
Admin / Secretarial / Customer Services
Previous applicants need not apply.
The Gateshead Housing Company is the largest social housing provider in Gateshead, responsible for the day-to-day management of nearly 20,000 homes. We deliver a wide range of services on behalf of Gateshead Council and currently employ over 800 people.
We are committed to providing customers with the highest quality of service. We believe the key to this is recruiting enthusiastic, talented people with the right skills, knowledge, attitude and behaviour.
An opportunity has arisen in the Repair Reporting team for the role of Advice Assistant.
We know how important the repair service is to our customers and the impact it has on overall customer satisfaction. As an Advice Assistant, you will play a key role in managing the customer relationship.
In this role, you will respond to and case manage existing repairs enquiries from our customers promptly and professionally. This includes accepting and responding to customer enquiries.
You will check the accuracy of the repair information held, accurately diagnosing and recording information on to the services data systems. You will raise orders, obtain progress reports, arrange appointments, update customer profile information to ensure point of contact accuracy, carry out follow up calls and take responsibility for non-routine calls as required.
You will also be responsible for regularly analysing repairs data to identify themes and trends, which will help to inform service improvements. At peak times or in emergency situations, you will be required to assist the Customer Service Advisers by responding to first point repairs calls and enquiries coming into the service centre.
We are searching for someone who is dedicated to helping our customers, enjoys working within a team environment, is an active listener with attention to detail, interacts well with both internal and external customers, has an ability to make clear, considered decisions and communicates clearly and effectively.
The successful applicant must have the minimum of 5 GCSEs or equivalent at grade A-C or 9-4 (including Maths and English), or relevant demonstrable experience. You should possess good IT skills and have experience of data input. You will also need to demonstrate that you can organise and maintain your own workload in order to respond to queries in a timely manner.
Contact centre/call centre experience is desirable but not essential as full training will be given.
For an informal discussion about the role, please email Team Leader Caroline Bowerman firstname.lastname@example.org or call 0191 433 5434