• Job Title: Customer Service Advisor
• Location: Solihull
• Contract Type: Temporary
• Sector: Community Housing

As a Customer Service Advisor, you will act as the first point of contact for a variety of inquiries from residents, applicants, and external agencies, delivering high-quality customer service across multiple channels. You'll play a pivotal role in resolving inquiries efficiently and professionally, ensuring customers' needs are met at the first point of contact wherever possible.

• Provide exceptional customer service, handling inquiries through phone, email, text, and other channels promptly and professionally.
• Resolve inquiries at the first point of contact wherever possible, maintaining high service standards.
• Accurately input and maintain customer information in relevant systems.
• Manage housing-related inquiries, including housing, homelessness, rents, and repairs, adapting to workload fluctuations.
• Collaborate with colleagues to enhance team performance and share knowledge.
• Contribute to process improvement initiatives to optimise service delivery.
• Ensure adherence to organisational policies, procedures, and data protection regulations.
• Assist with outbound activities aligned with team objectives, including surveys and follow-ups.

Essential Skills & Experience:

• Excellent written and verbal communication skills, including a pleasant telephone manner.
• Proven experience in a customer-focused role, preferably within a contact center or housing-related environment.
• Strong IT literacy, including proficiency in Microsoft Office and customer management systems.
• Ability to work both independently and collaboratively within a team setting.
• Excellent problem-solving, prioritisation, and negotiation skills.
• Sympathetic and adaptable approach, especially when addressing customer needs or dealing with challenging situations.
• Experience of delivering first-contact resolution and handling basic complaints.
• A commitment to promoting diversity, equality, and a high standard of customer care.

Randstad Business Support acts as an employment business when supplying temporary staff and as an employment agency when introducing candidates for permanent employment with a client. Randstad Business Support is an equal opportunities employer and decisions are made on merits alone.