Customer Service Advisor - Office Based
  £20,293 - £22,500
  Sidcup, Greater London
  permanent,full-time/part-time
L&Q

This Job Has Expired! This advert has now been deleted by the advertiser, the details below are for information only.


**CV's will not be accepted, please apply via the website using the L&Q CSA application form **

If you have any queries please contact the Recruitment Co-Ordinator, Keely Henderson, khenderson@lqgroup.org.uk

Customer Service Advisor – Customer Services Centre: Office Based Role

Training and Monthly meetings at the L&Q Sidcup office or in the Sidcup area

Salary £20,293 - £22,500 pro rata

All shifts are flexible as required between 8am – 8pm, Monday – Friday

Permanent Full and Part time positions

Closing date: 30th April 2019

Start date: 17th June 2019

L&Q is a regulated charitable housing association and one of the UK’s most successful independent social businesses. The L&Q Group houses around 250,000 people in more than 97,000 homes, primarily across London and the South East.

As a charitable organisation, our role goes beyond providing homes and housing services. We are a long-term partner in the neighbourhoods where we work. We hope to build aspiration, opportunity and confidence in our communities through our £250 million L&Q Foundation and our skills academy.

In response to the housing and affordability crisis, we will build 100,000 new homes over ten years. Of these, 60,000 homes will be built or funded by L&Q, whilst a further 40,000 will come through partnerships. Crucially, at least 50% of these new homes will be genuinely affordable, with a target of 60% in London.

Our vision is that everyone has a quality home they can afford, and we combine our social purpose with commercial drive to create homes and neighbourhoods everyone can be proud of.

The Customer Service Centre:

Our customers are the most important part of our business and as a member of the customer service centre, it is vital that you have the passion as a customer service professional to deliver excellence every time. We are growing as a company and the Customer Service Centre receive circa 3000 inbound calls per day. We're looking for someone who can demonstrate strong communication skills, is a high achiever who drives to meet and exceed KPIs but also has experience of prioritising and managing their own time. This will be measured against the high standards of customer satisfaction we set ourselves, are you up to the challenge? If you are, then you sound perfect for our team!

Role
- manage predominantly inbound telephone queries promptly, demonstrating the L&Q values at all times
- provide first contact resolution, through ownership of queries and taking the relevant action required including liaising with departments where needed.
- accurately update and record customer call information on all systems and ensure all information given is accurate and company policies/procedures are adhered to
- effective time management to meet call and quality metrics including service level KPIs, achieving 90% customer satisfaction scores
. keeping knowledge up to date to equip you to handle a variety of inbound/outbound calls.

Skills

. excellent listening, verbal and written communication skills
. ability to work in a fast paced customer service centre and utilising resources available to provide first contact resolution
. confidence to work individually whilst also having the ability to work collaboratively to provide exceptional customer service
. computer skills, including Microsoft office
. experience working in a call centre is desirable
. good time management skills

Benefits: in addition to our support and training the successful candidate will have access to our full site of benefits:
26 days holiday (rising to 31 days with length of service)
Annual bonus subject to group performance
Excellent pension scheme
Benendon healthcare
Employee Assistance programme
Non- contributory life assurance

If you are looking for a challenging and rewarding role with the opportunity to progress, this is an ideal role for you!

All successful candidates will be invited to an assessment date on either 14th or 15th May 2019

Successful candidates must be available to complete 6 weeks of training where the hours will be 9am – 5pm. This training will be held in the Sidcup area.

You will be required to attend training and meetings at the office in Sidcup as and when required by the business.

Closing date for the Ad will be the 30th April 2019

Our commitments:

At L&Q, people are at the heart of our business and our success depends on employing the best people and getting the best from them. This is why we are committed to developing our people. It's only by investing in a well-trained and motivated workforce that we can continue to prosper and sustain business success.

In addition to our support and training, the successful candidate will have access to our full suite of benefits including 26 days holiday rising to 31 days with length of service, annual bonus subject to group performance, excellent Pension scheme, Benenden Healthcare, an employee assistance programme and non-contributory life assurance.

We are committed to supporting your work-life balance and recognise the changing demands and circumstances in life. Please let us know during the recruitment process if you’re interested in part time working or job sharing. In addition, should your circumstances change once you have joined L&Q, you can also request flexible working arrangements, e.g. a change to working hours - if it’s feasible then we’ll make it happen.

We are recognised externally for our commitment to inclusion. We are a Stonewall Diversity Champion, a Disability Confident (Committed) employer and have signed the Time to Change Employer Pledge to demonstrate our commitment to end mental health discrimination in the workplace.

We expect all of our employees to support our environmental policy and social responsibility work. We are an employer committed to environmental and social responsibility.

L&Q Group - Role Profile

Role title: Customer Service Advisor
Date: 13/07/16
Reports to Title: Customer Service Team Leader
DBS Disclosure Required: No

Purpose:

To effectively handle customer enquiries received either by telephone or online and process the associated tasks whilst providing an excellent customer service experience.

To ensure all issues are resolved using processes and procedures so the enquiry is managed until completed in order to minimise any need for additional customer effort.

Key Responsibilities / Deliverables:

Main Accountabilities: List in order of priority, the major activities or functions necessary to achieve the job’s end results. The percentage of time spent on each of these should add up to 100%. (Maximum 200 characters per accountability).

1. Contribute to the team’s performance and customer service delivery whilst operating in line with L&Q corporate and person values. Provide excellent service to all internal and external customers that contact the customer service centre, dealing with housing management and maintenance calls and emails. 20%
2. Contribute towards team objectives and key performance indicators. Having regard for customer experience and business excellence satisfaction at all times. 10%
3. Work collaboratively with L&Q support services such as Technical Services, Neighbourhoods, Revenue and After Care Teams 10%
4. Maintain relationships with key stakeholders and partners. E.g. Residents, leaseholders, contractors. Need to take individual circumstances into account when deciding action required. 15%
5. Ensure H&S, regulatory & governance compliance for areas under the job holder’s control. Treat people with respect and dignity at all times. 10%
6. Maintain the necessary relevant records and systems. E.g. Log ASB 1st response calls on system; raise accurate orders and appointments, via L&Q software to the correct contractor, 15%
7. Manage risks associated with areas under the jobholder’s control. 5%
8. Organisational and planning skills – able to prioritise own workload with minimal supervision 15%

Financial Responsibility:

Understand and be aware of departmental costs such as cost of repairs raised, length of telephone call, mindful of alternative contacts to customers using SMS text and electronic emails to reduce print costs. 0%

People Responsibility:
Indicate below the typical number of employees for which the role has supervisory / management responsibility. If the number varies, indicate an average or a range. 0%

Total Employees

Please list below any outsourced service providers that are typically managed by the role (e.g. payroll), or any functional / project management responsibilities

Direct Reports - 0
Indirect Reports - 0

Knowledge, Skills and Abilities

Describe the knowledge, skills and abilities required for the job. Include the need for any academic, vocational or professional qualifications.
1. Experienced in delivering excellent customer service in a demanding environment – Essential. Housing and maintenance repair sector experience - Desirable.
2. Excellent telephone communications and influencing skills - Essential.
3. Able to work from your home environment and collaboratively as part of a team delivering in a fast paced, target driven environment – Essential
4. Excellent PC skills – competent user of Microsoft suite and demonstrable experience in a work based environment - Essential
5. Adaptable to fast paced change - Desirable.
6. To be able to demonstrate a methodical approach to work, with sound organisational skills, within a team environment but also an ability to work on your own - Essential

L&Q Values

These are our guiding principles.

They describe how we deliver our mission and vision through our behaviors and actions.

People – We care about the happiness and wellbeing of our customers and employees
Passion – We approach everything with energy, drive, determination and enthusiasm
Inclusion – We draw strength from our differences and work collaboratively
Impact – We measure what we do by the difference we make
Responsibility – We own problems and deliver effective, lasting solutions


Advertiser: Direct Employer

Reference:

Posted on: 2019-04-30 09:10:41

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Customer Service Advisor - Office Based
  £20,293 - £22,500
  Sidcup, Greater London
  permanent,full-time/part-time
L&Q

This Job Has Expired! This advert has now been deleted by the advertiser, the details below are for information only.


**CV's will not be accepted, please apply via the website using the L&Q CSA application form **

If you have any queries please contact the Recruitment Co-Ordinator, Keely Henderson, khenderson@lqgroup.org.uk

Customer Service Advisor – Customer Services Centre: Office Based Role

Training and Monthly meetings at the L&Q Sidcup office or in the Sidcup area

Salary £20,293 - £22,500 pro rata

All shifts are flexible as required between 8am – 8pm, Monday – Friday

Permanent Full and Part time positions

Closing date: 30th April 2019

Start date: 17th June 2019

L&Q is a regulated charitable housing association and one of the UK’s most successful independent social businesses. The L&Q Group houses around 250,000 people in more than 97,000 homes, primarily across London and the South East.

As a charitable organisation, our role goes beyond providing homes and housing services. We are a long-term partner in the neighbourhoods where we work. We hope to build aspiration, opportunity and confidence in our communities through our £250 million L&Q Foundation and our skills academy.

In response to the housing and affordability crisis, we will build 100,000 new homes over ten years. Of these, 60,000 homes will be built or funded by L&Q, whilst a further 40,000 will come through partnerships. Crucially, at least 50% of these new homes will be genuinely affordable, with a target of 60% in London.

Our vision is that everyone has a quality home they can afford, and we combine our social purpose with commercial drive to create homes and neighbourhoods everyone can be proud of.

The Customer Service Centre:

Our customers are the most important part of our business and as a member of the customer service centre, it is vital that you have the passion as a customer service professional to deliver excellence every time. We are growing as a company and the Customer Service Centre receive circa 3000 inbound calls per day. We're looking for someone who can demonstrate strong communication skills, is a high achiever who drives to meet and exceed KPIs but also has experience of prioritising and managing their own time. This will be measured against the high standards of customer satisfaction we set ourselves, are you up to the challenge? If you are, then you sound perfect for our team!

Role
- manage predominantly inbound telephone queries promptly, demonstrating the L&Q values at all times
- provide first contact resolution, through ownership of queries and taking the relevant action required including liaising with departments where needed.
- accurately update and record customer call information on all systems and ensure all information given is accurate and company policies/procedures are adhered to
- effective time management to meet call and quality metrics including service level KPIs, achieving 90% customer satisfaction scores
. keeping knowledge up to date to equip you to handle a variety of inbound/outbound calls.

Skills

. excellent listening, verbal and written communication skills
. ability to work in a fast paced customer service centre and utilising resources available to provide first contact resolution
. confidence to work individually whilst also having the ability to work collaboratively to provide exceptional customer service
. computer skills, including Microsoft office
. experience working in a call centre is desirable
. good time management skills

Benefits: in addition to our support and training the successful candidate will have access to our full site of benefits:
26 days holiday (rising to 31 days with length of service)
Annual bonus subject to group performance
Excellent pension scheme
Benendon healthcare
Employee Assistance programme
Non- contributory life assurance

If you are looking for a challenging and rewarding role with the opportunity to progress, this is an ideal role for you!

All successful candidates will be invited to an assessment date on either 14th or 15th May 2019

Successful candidates must be available to complete 6 weeks of training where the hours will be 9am – 5pm. This training will be held in the Sidcup area.

You will be required to attend training and meetings at the office in Sidcup as and when required by the business.

Closing date for the Ad will be the 30th April 2019

Our commitments:

At L&Q, people are at the heart of our business and our success depends on employing the best people and getting the best from them. This is why we are committed to developing our people. It's only by investing in a well-trained and motivated workforce that we can continue to prosper and sustain business success.

In addition to our support and training, the successful candidate will have access to our full suite of benefits including 26 days holiday rising to 31 days with length of service, annual bonus subject to group performance, excellent Pension scheme, Benenden Healthcare, an employee assistance programme and non-contributory life assurance.

We are committed to supporting your work-life balance and recognise the changing demands and circumstances in life. Please let us know during the recruitment process if you’re interested in part time working or job sharing. In addition, should your circumstances change once you have joined L&Q, you can also request flexible working arrangements, e.g. a change to working hours - if it’s feasible then we’ll make it happen.

We are recognised externally for our commitment to inclusion. We are a Stonewall Diversity Champion, a Disability Confident (Committed) employer and have signed the Time to Change Employer Pledge to demonstrate our commitment to end mental health discrimination in the workplace.

We expect all of our employees to support our environmental policy and social responsibility work. We are an employer committed to environmental and social responsibility.

L&Q Group - Role Profile

Role title: Customer Service Advisor
Date: 13/07/16
Reports to Title: Customer Service Team Leader
DBS Disclosure Required: No

Purpose:

To effectively handle customer enquiries received either by telephone or online and process the associated tasks whilst providing an excellent customer service experience.

To ensure all issues are resolved using processes and procedures so the enquiry is managed until completed in order to minimise any need for additional customer effort.

Key Responsibilities / Deliverables:

Main Accountabilities: List in order of priority, the major activities or functions necessary to achieve the job’s end results. The percentage of time spent on each of these should add up to 100%. (Maximum 200 characters per accountability).

1. Contribute to the team’s performance and customer service delivery whilst operating in line with L&Q corporate and person values. Provide excellent service to all internal and external customers that contact the customer service centre, dealing with housing management and maintenance calls and emails. 20%
2. Contribute towards team objectives and key performance indicators. Having regard for customer experience and business excellence satisfaction at all times. 10%
3. Work collaboratively with L&Q support services such as Technical Services, Neighbourhoods, Revenue and After Care Teams 10%
4. Maintain relationships with key stakeholders and partners. E.g. Residents, leaseholders, contractors. Need to take individual circumstances into account when deciding action required. 15%
5. Ensure H&S, regulatory & governance compliance for areas under the job holder’s control. Treat people with respect and dignity at all times. 10%
6. Maintain the necessary relevant records and systems. E.g. Log ASB 1st response calls on system; raise accurate orders and appointments, via L&Q software to the correct contractor, 15%
7. Manage risks associated with areas under the jobholder’s control. 5%
8. Organisational and planning skills – able to prioritise own workload with minimal supervision 15%

Financial Responsibility:

Understand and be aware of departmental costs such as cost of repairs raised, length of telephone call, mindful of alternative contacts to customers using SMS text and electronic emails to reduce print costs. 0%

People Responsibility:
Indicate below the typical number of employees for which the role has supervisory / management responsibility. If the number varies, indicate an average or a range. 0%

Total Employees

Please list below any outsourced service providers that are typically managed by the role (e.g. payroll), or any functional / project management responsibilities

Direct Reports - 0
Indirect Reports - 0

Knowledge, Skills and Abilities

Describe the knowledge, skills and abilities required for the job. Include the need for any academic, vocational or professional qualifications.
1. Experienced in delivering excellent customer service in a demanding environment – Essential. Housing and maintenance repair sector experience - Desirable.
2. Excellent telephone communications and influencing skills - Essential.
3. Able to work from your home environment and collaboratively as part of a team delivering in a fast paced, target driven environment – Essential
4. Excellent PC skills – competent user of Microsoft suite and demonstrable experience in a work based environment - Essential
5. Adaptable to fast paced change - Desirable.
6. To be able to demonstrate a methodical approach to work, with sound organisational skills, within a team environment but also an ability to work on your own - Essential

L&Q Values

These are our guiding principles.

They describe how we deliver our mission and vision through our behaviors and actions.

People – We care about the happiness and wellbeing of our customers and employees
Passion – We approach everything with energy, drive, determination and enthusiasm
Inclusion – We draw strength from our differences and work collaboratively
Impact – We measure what we do by the difference we make
Responsibility – We own problems and deliver effective, lasting solutions


Advertiser: Direct Employer

Reference:

Posted on: 2019-04-30 09:10:41

I want to receive the latest job alerts for:

jobs in Sidcup, Greater London

By creating a job alert, you agree to our Terms . You can change your consent settings at any time by unsubscribing or as detailed in our terms.

Similar Jobs:

Customer Service Advisor

  Commercial Services Interim & Executive Search

  £27000 - £30000 per annum

  Northfleet, Kent

Customer Service Advisor

  New Appointments Group

  Up to £10.42 per hour

  Thanet, Kent

Customer Service Advisor

  Premier Work Support

  Up to £12.51 per hour + PLUS holiday accrual

  Dartford, Kent

Customer Service Advisor x2

  Maidstone Borough Council

  Salary: Grade 6 (£23,498 - £25,158)

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Customer Service Administrator

  KHR - Recruitment Specialists

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