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Job Title: Customer Service Advisor Locations: Hammersmith and Fulham Contract Type: Temp - Ongoing Work Pattern: 36 hours per week Start Date: Asap Pay rate: £21.12 Umbrella p/hYou will act as first point of contact for customers and ensuring an appropriate service is provided to all customers, to identify any needs such as vulnerability and diversity and ensure that equality of service is offered.
The role is a fast-paced environment with focus on delivering and providing excellent customer service and timely resolutions for customers and colleagues.Job Role -
Act as the first point of contact for resident inquiries regarding rent income, demonstrating empathy and professionalism across all communication channels including telephone (inbound and outbound), web, email, face-to-face, SMS, and written correspondence.
Assist residents in understanding their rent arrears situation, identifying potential financial hardship, and advising on suitable avenues of support to maximise their income.
Play a pivotal role in supporting residents to maintain their tenancies by providing guidance and assistance tailored to their individual circumstances.
Utilise a dedicated platform to update the Department of Work and Pensions regarding changes in rent charges in accordance with published timescales.
Maximise successful first-time contacts from residents while providing personalised guidance based on individual circumstances, ensuring effective signposting to relevant support services.
Suitable Candidates experience: -
Experience on working within a customer focused role.
Experience of responding, handling and resolving challenging customer queries.
Experience in customer service soft skills including empathy and taking ownership.
If you are interested in this position and meet the above criteria, please send your CV now for consideration.If you require any additional information regarding the position, please call Arran at Service Care Solutions on 01772 208 966 or send an E-Mail to arran.fitchie@servicecare.org.uk ....Read more...
Type: Contract Location: Hammersmith and Fulham, England
Start: ASAP
Duration: 3 Months
Salary / Rate: Up to £21.12 per hour + Umbrella p/h
Posted: 2024-04-18 08:20:20
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Job Title: Customer Resolution Officer Contract Type: Temp -Ongoing Work Pattern: 35 Hours Per Week Start Date: AsapService Care Solutions are looking for a Customer Resolutions Officer on behalf of our client to join a team in London.
You will be responsible for delivering a high-quality customer service to customers needing support during reported complex repairs.Job Role -
To proactively collaborate with residents to surmount barriers and facilitate repairs.
To handle cases related to damp, mould, and disrepair in accordance with regulatory guidance and legislation.
To liaise with internal and external partners to ensure that each repair is being completed in the most timely and cost-effective manner.
To coordinate internal stakeholders' meetings to facilitate effective management of repairs when required.
To manage legal action when necessary for access for works to take place, liaising with relevant operational teams.
Act as the point of contact to investigate complaints by residents and provide updates as necessary.
Ensure that IT systems are regularly updated, and manual record systems are maintained, enabling accurate reporting and customer management.
Collaborate with diverse tenants who require extra support and refer them to appropriate internal and external support services.
Suitable Candidates experience: -
Experience within a customer service environment handling customer enquiries and complaints.
Experience of problem solving
Good standard of written communication and communicate effectively.
Comfortable using Microsoft packages and in house systems.
If you are interested in this position and meet the above criteria, please send your CV now for consideration.If you require any additional information regarding the position, please call Arran at Service Care Solutions on 01772 208966 or send an E-Mail to arran.fitchie@servicecare.org.uk. ....Read more...
Type: Contract Location: Ealing, England
Start: ASAP
Salary / Rate: Up to £30000 per annum
Posted: 2024-04-17 15:21:08
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Job Title - Customer Service Assistant
Location - Whitechapel E1
Contract - Temp
Hours - 35
Role summary -
Join our team and become the front line ambassador for our vibrant library, learning, and information services.
As a Customer Service Assistant, you'll provide exceptional support to our diverse community, ensuring every visitor receives a warm welcome and access to the resources they need.
Your role will contribute to the delivery of national library initiatives
Key Responsibilities:
Be the initial point of contact, offering assistance and positive solutions in person, over the phone, or digitally.
Deliver high-quality library, learning, and information services that exceed customer expectations.
Collaborate with fellow Customer Service Advisors and Assistants to maintain the smooth operation of the Store.
Welcome and engage Store users, promoting our services and ensuring a welcoming atmosphere.
Provide courteous and efficient customer service, offering guidance and assistance as required.
Uphold high standards of customer care, addressing individual needs and handling complaints professionally.
Support Store objectives and maintain site regulations in collaboration with security staff.
Offer flexibility to cover staffing gaps and ensure uninterrupted service delivery.
Assist with shelving, stock management, and promotional activities.
Register new members and facilitate self-service systems for customers.
Ensure the store remains tidy and presentable, welcoming customers with a clean environment.
Contribute to Store programs and activities for all age groups, from storytelling to homework clubs.
Support learning and library activities, providing guidance and access to resources.
Maintain cleanliness and safety standards in accordance with Health & Safety protocols.
Promote equality and inclusion, ensuring services are accessible to all.
Support organisational learning and innovation, participating in training and development activities.
Promote sustainability and accountability in all aspects of work.
Requirements:
Willingness to work evenings and weekends.
Completion of a DBS check.
If you are interested in this position and meet the above criteria, please send your CV now for consideration.
If you require any additional information regarding the position, please call George at Service Care Solutions on 01772 208 966 or send an E-Mail to George.Westhead@servicecare.org.uk
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Type: Contract Location: City of London, England
Salary / Rate: Up to £17.38 per hour
Posted: 2024-04-16 13:12:09
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Customer Service Administrator Ramsgate Area – Own transport required due to location Permanent, Full-Time, Mon-Fri £££ CompetitiveBenefits: Well established brand-leading businessBonus Scheme 31 days holiday inc.
bank & statutory Generous contributory pensionBirthday voucherFree on-site parking Plus lots more on-site benefitsCustomer Service AdministratorAre you a customer-centric administrator who is decisive and can use common sense to solve client's queries? Does working at a fast pace within a close team of like-minded professionals appeal?Are attention to detail and organisational skills a priority for you?If so, this lovely job could be exactly what you are looking for.
We are working with an international, brand leading manufacturer to find them an exceptional Customer Service Administrator.
Job Purpose of the Customer Service Administrator Working within this dynamic team, you will play a crucial role in ensuring that customer's queries are solved in a timely and efficient manner.
This role is an opportunity for you to use common sense and initiative to achieve the best result for the customer, going above and beyond their expectations. You will also become expert in the company's products, providing guidance and support when required.
Listening skills are important to make sure that you have understood and can resolve the problem in a concise and effective manner.Collaborative working within all areas of the business is key to the success of the Customer Service Administrator, as is an understanding of how the role contributes to the on-going success of the business.The ideal person for the Customer Service Administrator will have:
An excellent background in customer services in a fast-paced environmentAn exceptional telephone mannerGreat verbal and written EnglishComputer literate with Hub-Spot and/or SAP knowledgeA problem solving and common sense approachAbility to remain calm under pressureGoal orientated
To apply for this interesting and varied role working for a great company, just call or email Jane.
Westin Par values diversity and promotes equality.
No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010.Candidates must be eligible to live and work in the UK.
For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies, we are acting as an Employment AgencyDue to the high volume of applicants applying for all roles, we can only reply to candidates with the most relevant skills and experience.
If you have not heard back from us within 48 hours of your application, please assume that you have been unsuccessful on this occasion.Do not hesitate to contact us about this or any other roles. ....Read more...
Type: Contract Location: Ramsgate
Start: ASAP
Duration: Permanent
Salary / Rate: £Competitive plus benefits
Posted: 2024-04-15 11:30:32
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Job Title: Customer Resolution Officer Work Pattern: 36 Hours a week Contract: Asap start Location: Southwark Days: Mon - FriService Care Solutions are looking for a Customer Resolution Officer for our Clients In Southwark.
You will be responsible for providing high quality and efficient support to the Chief Executive Officer, in particular, with the management of resident enquiries and casework.Job Role -
Serve as the resident-facing Customer Relations Officer on behalf of the Chief Executive, ensuring their needs are met and managed efficiently.
Receive and triage resident's correspondence, telephone inquiries, and emails, providing timely responses and logging cases on the Member's Enquiries system.
Liaise with various departments and external agencies to triage problems and provide comprehensive responses to residents.
Ensure all cases are handled with sensitivity and confidentiality, adhering to GDPR principles, and maintain accurate records of all Chief Executive casework.
Implement and maintain administrative systems, including links to casework and complaints systems, to maximise the effectiveness of the Chief Executive Office.
Develop strong relationships with corporate management teams, senior officers, members, and strategic partners on behalf of the Chief Executive.
Record minutes of meetings as required, communicate action items clearly, and manage updates of action plans using Microsoft tools such as PowerPoint and Word.
Participate in multi-disciplinary projects as required, providing regular feedback on progress.
Ideal Candidate:
Microsoft Proficient
Ability to organise and prioritise own workload
If you are interested in this position and meet the above criteria, please send your CV now for consideration. If you require any additional information regarding the position, please call Arran at Service Care Solutions on 01772 208 966 or send an email to arran.fitchie@servicecare.org.uk ....Read more...
Type: Contract Location: Southwark, England
Start: ASAP
Salary / Rate: Up to £21.92 per hour + Umbrella p/h
Posted: 2024-04-15 11:26:26
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Job Title - Customer Feedback Officer Location - South shields NE34 Contract - Temp Hours - 37 The Role Summary Our client is currently seeking a skilled and experienced Customer Feedback Officer to join their repairs and maintenance team.
As a Customer Feedback Officer, you will be responsible for answering customer queries, feedback, and complaints, ensuring that service delivery meets the needs of our customers.
This is a fantastic opportunity to join a reputable organisation and make a real difference to the lives of customers. Your key duties within the role will include:
Acting as the first point of contact for customer accessing to council services, whether in person, by telephone, digitally or via social media.
Answering customer queries, feedback, and complaints
To take responsibility for resolving customer enquiries or completing actions arising from customer enquiries, including referral to service divisions and external partners where appropriate.
To take responsibility for resolving customer enquiries and completing actions arising from these enquiries, including referral to service areas and external partners where appropriate.
Deal with all customer cases, promptly and proactively, taking the case as far as possible to conclusion on initial enquiry, exercising judgement on when each case requires referral to the Supervisor.
Ensure you keep up to date with changes to legislation, policies and procedures across a wide range of business units in order to continue to provide a customer focussed service.
Be aware of any additional services both internally and externally which may be associated with the enquiry and offer additional contact information for services as relevant.
Working with the team to embed learning from feedback to improve service delivery
Ensuring service delivery meets the needs of our customers
Key requirements
Experience in customer services
Ability to deal with customer enquiries professionally & competently.
Ability to handle multiple tasks and prioritise workload.
If you are interested in this position and meet the above criteria, please send your CV now for consideration. If you require any additional information regarding the position, please call George at Service Care Solutions on 01772 208 966 or send an E-Mail to George.Westhead@servicecare.org.uk ....Read more...
Type: Contract Location: Jarrow, England
Salary / Rate: Up to £15.43 per hour
Posted: 2024-04-12 08:14:30
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Job Type: Customer Service Advisor
Location: Camden
Duration: Temp Ongoing
Hours: 36 Hours a week, Office based
Salary: £19.36 umbrella p/h
Key Responsibilities:
Delivering exceptional customer service across multiple core service areas, ensuring each interaction meets or exceeds expectations.
Seamlessly transitioning between various customer service access channels including telephony, face-to-face interactions, processing, correspondence, and web-based communication.
Responding proactively to changes in customer demand by efficiently moving across services and channels to address inquiries and provide assistance.
Making informed decisions on the frontline to resolve inquiries effectively at the first point of contact, demonstrating problem-solving skills and resourcefulness.
Demonstrating a high skill level in managing complex cases and case-work, ensuring thorough understanding and appropriate resolution.
Actively participating in service improvement initiatives by sharing ideas and collaborating on projects as required, aiming to enhance overall service delivery.
Providing support and guidance to entry-level and experienced Customer Service Officers, fostering a collaborative and supportive team environment.
Key Experience:
General Understanding of Relevant public Services
Familiar with at least 2/4 service clusters and customer service access processes.
Fast paced environments
If you are interested in the position and wants to hear more information regarding the role please give me a call on 01772208966 or alternatively email Arran at arran.fitchie@servicecare.org.uk ....Read more...
Type: Contract Location: Camden, England
Start: ASAP
Salary / Rate: Up to £19.36 per hour + Umbrella p/h
Posted: 2024-04-04 09:10:03
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Job Title: Complaints Officer
Work Pattern: 36 Hours a week
Contract: April 2024
Location: Westminster
Days: Mon - Fri
Salary: £20.03 umbrella p/h
Our client is looking for a Complaints Officer to join their team in Westminster.
You will be responsible for contributing to the delivery of complaints resolutions and resolving enquiries efficiently and effectively.
Job Role -
Draft, review, amend, and dispatch responses to customer, member, and stakeholder feedback, ensuring accuracy and professionalism in all communications.
Receive and handle feedback, complaints, requests, and/or inquiries from members of the public, members, and stakeholders through various channels.
Liaise with contractors, customers, stakeholders, and colleagues to investigate, resolve, and respond to feedback, requests, complaints, and/or inquiries in a timely manner.
Handle complainants, colleagues, and stakeholders sensitively and in accordance with organisational confidentiality and data protection policies.
Develop and maintain effective professional relationships with partners to facilitate efficient resolution of feedback and complaints.
Manage the organisation's Freedom of Information, Data Protection, and Information Management processes.
Escalate serious or urgent feedback, requests, complaints, and/or inquiries to the attention of the Complaints Team Manager or Complaints and Service Improvement Manager.
Recommend resolutions to complaints, feedback requests, and/or inquiries and monitor their implementation to ensure timeliness and quality.
Collate and track performance metrics on both complaints and member inquiries, including key performance indicators (KPIs) and satisfaction delivery.
Ideal Candidate:
Experience resolving complex complaints.
Microsoft Proficient
Ability to organise and prioritise own workload.
If you are interested in this position and meet the above criteria, please send your CV now for consideration.
If you require any additional information regarding the position, please call Arran at Service Care Solutions on 01772 208 966 or send an email to arran.fitchie@servicecare.org.uk ....Read more...
Type: Contract Location: Westminster, England
Start: ASAP
Salary / Rate: Up to £20.03 per hour + Umbrella p/h
Posted: 2024-04-04 08:58:24
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Customer Service Team Leader
Job Description
Gloucestershire County Council are seeking a highly motivated and experienced individual to join their team as a Team Leader within the Adult Social Care Customer Services Team.
As a Team Leader, you will play a critical role in overseeing the day-to-day operations of the department, ensuring a high level of service delivery and effective management of resources.
You will need to demonstrate excellent line management skills, exhibit leadership behaviours, foster a positive working environment and promote continuous development.
Responsibilities
Monitor and manage demand, ensuring appropriate allocation of resources to meet the needs of the business.
Ensure that the service is compliant with relevant standards, legislation, quality assurance frameworks, taking a proactive approach in maintaining and enhancing service delivery.
Have excellent communication skills to effectively liaise with internal, external stakeholders ensuring clear and concise communication flow.
Provide guidance and support to team members, including coaching, mentoring, and training.
Manage and motivate a team of customer service representatives to achieve performance targets and KPIs.
Requirements
Minimum of 3 years of experience in a similar role.
Excellent line management skills.
Proven track record of achieving performance targets and KPIs.
Strong communication and interpersonal skills.
Ability to work well under pressure and manage conflicting priorities.
If you are a dedicated professional looking to make a real difference to vulnerable adults within Gloucestershire, then this is an excellent opportunity for you.
Apply now with your CV.
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Type: Contract Location: Gloucester, England
Start: ASAP
Duration: 6 months
Salary / Rate: Up to £23 per hour
Posted: 2024-04-03 20:35:02
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Job Title: Customer Care Adviser
Work Location: - London E20 (hybrid)
Contract Type: Temporary
Weekly Hours: 35 Hours per week
We are currently recruiting for a Customer Care Adviser.
The successful candidate will be responsible for providing a positive customer experience and resolving a broad range of enquiries at the first point of contact.
They will also liaise with external agencies and stakeholders, as well as other members of staff, where enquiries cannot be resolved within the contact centre.
Key responsibilities
Deal with a wide range of enquiries in accordance with established processes, procedures and policies with internal and external contacts in person, by phone, email and letter in order to provide an excellent customer experience and resolution at first point of contact.
Arrange appointments or pass details on to other members of staff, where enquiries cannot be resolved within the contact centre.
Liaise with external agencies and stakeholders about the good management of estate services.
Provide a professional front line service to customers through various channels of communication.
Contact customers to make appointments so that trades people can access properties and repairs can be carried out.
Record information appropriately relating to enquiries, transactions and survey results in accordance with established processes, procedures and policies.
Raise Purchase Orders and payment requests, using Finance systems for invoice payments.
Ensure that all information recorded on the systems is up-to-date, professional, factual and readily understood by others.
Obtain information on behalf of customers from other departments to enable clear and comprehensive responses to be provided.
Support preparation of letters, newsletters and other communications to residents, as required.
Ensure customers are kept informed of any delays in delivering a service and of the reasons for these delays, and the action being taken to minimise delays and restore service delivery.
Ensure all information and advice provided to customers is clear, in accordance with policies, procedures and service standards, and takes into account the individual customer's circumstances.
Update customer information as a matter of course and when finding data errors in any systems, take personal responsibility for ensuring the necessary corrective action is carried out.
Comply with all aspects of the organisation's Health & Safety Policy, ensuring that any potential risk or breach is reported to the Team Leader.
Essential Criteria
Previous experience of working in a customer service environment.
Previous experience of providing front line services to the public and/or residents.
Previous experience of working in a target driven environment.
Previous experience in working at a high level of IT.
Good attention to detail.
Excellent interpersonal and communication skills.
Excellent telephone manner.
Fast learner.
Able to organise and prioritise workload, and meet deadlines.
IT literate, MS Office applications.
Strong oral and written skills.
Positive disposition to change.
Able to work in an agile way.
If you are interested in this position and meet the above criteria, please send your CV now for consideration. If you require any additional information regarding the position, please call Lewis at Service Care Solutions on 01772 208 966 or send an E-Mail to Lewis.Hodson@servicecare.org.uk ....Read more...
Type: Contract Location: Stratford, England
Salary / Rate: Up to £15.11 per hour
Posted: 2024-04-03 10:24:54
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Job Title: Contact Centre Manager Hours: Full time - Monday to Friday Type: Fixed term for 12 months covering Maternity Location: Southwark, SE1 Salary : £50,000 Per annum Our client are looking for a Contact centre manager to manage all aspect of the Contact Centre's daily operation and service delivery covering maternity for 12 months managing a team of up to 25 people, you will be pivotal in the overall performance and success of the Customer Experience team You will:
Ensure enquiries from all access channels -calls, email, web portal chatbot and social media are handled and responded to in a timely manner, and in line with our corporate objectives
Be maintaining wait time within the proposed target, delighting customers by offering a first-class service, adhering to Wandles' service offer
Be working with team leaders monitoring calls to assess and improve the quality of staff performance
Develop contact centre academy to centre of excellence.
Be managing poor performance
Develop a culture of resolutions at the first point of contact including complaints handling
Be tracking user feedback, key performance indices and other statistics
Prepare reports and where appropriate making presentations as required
Be working across the organisation to reduce avoidable contact, collaboratively resolving customers enquiries by taking ownership
Be taking responsibility and championing use of all systems including the CRM system (Dynamics) for the frontline and wider organisation
Be communicating service goals so that contact centre staff understand their role
Role modelling values and create a positive working culture
Be setting and meeting performance targets and carrying out periodic 121 and appraisals
Be recruiting and maintaining staffing level to the agreed establishment
Be responsible for training and development of staff, ensuring well rounded knowledge of all frontline service
Be working closely with all stakeholders including IT, telephony service provider, Mears, K&T and other contractors in ensuring operation readiness
What you will need to have:
Proven supervisory experience in the call centre industry, preferably within Social Housing
Proven mentoring, coaching, motivating skills and staff upskilling
Proven experience in introducing a continuous improvement culture, customer satisfaction, putting the customer at the heart of what we do
Excellent communication skills - oral and written skills, people management, innovation, and problem-solving skills
Strong organisational, planning, and analytical skills
Excellent knowledge of MS Office, especially 'Excel' and ILM in Management
Good knowledge of the contact centre, processes, and industry trends
If you are interested in this position and meet the above criteria, please send your CV now for consideration. If you require any additional information regarding the position, please call Ryan at Service Care Solutions on 01772 208 966 or send an E-Mail to ryan.curwen@servicecare.org.uk ....Read more...
Type: Contract Location: Southwark, England
Start: ASAP
Duration: 12 months FTC
Salary / Rate: Up to £50000.00 per annum
Posted: 2024-04-02 15:56:54
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Job Title - Customer Service Adviser
Location - Sutton
Contract - Temp
Hours - 35
Role summary -
This client is currently seeking a highly motivated and skilled individual to join their team as a Customer Service Adviser.
The successful candidate will be responsible for providing exceptional customer service to residents in the Sutton Area, dealing with a variety of enquiries related to services offered by the client.
This is a minimum 6-month placement, with the potential for extension, and will involve office working whilst training with flexibility on hybrid once up to speed.
Key Responsibilities:
Dealing with a variety of resident enquiries for services offered by the client eg Waste Services, Homeless and Highways.
Managing complex calls and emails in a professional and timely manner.
Providing excellent verbal and digital communication skills.
Experience and confidence in using contact centre technology.
Experience in customer service environment.
Flexible hybrid working including a minimum of 1-2 days in the office after training.
Requirements:
Contact Centre and basic business administration skills.
Excellent verbal and digital communication skills.
Experience and confidence in using contact centre technology.
Experience in customer service environment.
Local knowledge of Sutton Area would be beneficial.
If you are interested in this position and meet the above criteria, please send your CV now for consideration.
If you require any additional information regarding the position, please call George at Service Care Solutions on 01772 208 966 or send an E-Mail to George.Westhead@servicecare.org.uk
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Type: Contract Location: Sutton, England
Salary / Rate: Up to £16.24 per hour
Posted: 2024-03-28 11:59:21
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Job Title: Customer Service Advisor
Location: Liverpool
Contract: Temp - ongoing
Salary: £14.30 Umbrella p/h
Service Care Solutions are looking for a Customer Service Advisor for our clients in Liverpool.
You will be responsible for delivering excellent customer service and provide resolutions o enquiries.
Key Responsibilities:
To oversee individual inquiries, grievances, and customer requests.
To actively contribute to the ongoing enhancement of customer access to high-quality, cost-effective services.
To support the organisations dedication to Best Value and exceptional customer service.
To achieve proficiency in all facets of services provided through the Careline Service, with comprehensive training provided.
To adeptly utilise pertinent ICT systems and aid in creating, developing, and managing records, files, and statistical information.
To furnish accessible and comprehensive information and advice to customers regarding all Careline services, staying current with service-related updates.
To formulate, enhance, and uphold procedures and working practice codes that foster a quality-driven approach to service delivery.
Suitable Candidates experience: -
Experience on working within a customer focused role.
Experience of responding, handling and resolving challenging customer queries.
Experience in customer service soft skills including empathy and taking ownership.
If you are interested in this position and meet the above criteria, please send your CV now for consideration.
If you require any additional information regarding the position, please call Arran at Service Care Solutions on 01772 208 966 or send an E-Mail to arran.fitchie@servicecare.org.uk ....Read more...
Type: Contract Location: Liverpool, England
Start: ASAP
Salary / Rate: Up to £14.36 per hour + Umbrella p/h
Posted: 2024-03-27 11:48:20
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Job Title: Complaints Officer
Work Pattern: 36 Hours a week
Contract: April 2024
Location: Westminster
Days: Mon - Fri
Our client is looking for a Complaints Officer to join their team in Westminster.
You will be responsible for aiding the team's efforts to handle and address complaints effectively.
They will assist the Complaints and Service Improvement Team in managing intricate housing complaints (Stage 2), which involves tasks such as prioritising and addressing inquiries, dispersing cases, tracking information, handling incoming documents, and drafting responses.
Job Role -
Serve as a liaison for community members seeking to address concerns or make general inquiries, delivering a frontline housing information and advisory service with efficiency and discretion.
Coordinate and formulate responses to inquiries from government officials, legislators, and oversight bodies, ensuring timely and effective communication while upholding stringent quality standards.
Assist in compiling case documentation for the Housing Ombudsman's review process, ensuring thoroughness and accuracy.
Oversee the implementation of recommendations issued by the Housing Ombudsman in their final determinations, ensuring compliance and follow-through.
Uphold targets for the complaints process within housing teams, ensuring adherence to quality standards in external communications as per council guidelines.
Generate performance reports for the complaints and inquiries service, and conduct monitoring and auditing duties as directed by management.
Manage data within the Housing Team to ensure responses to complaints and inquiries are comprehensive and align with Housing Ombudsman requirements.
Develop an overview of contract performance concerning complaints and inquiries, actively monitoring relevant data.
Ideal Candidate:
Experience resolving complex complaints.
Microsoft Proficient
Ability to organise and prioritise own workload.
If you are interested in this position and meet the above criteria, please send your CV now for consideration.
If you require any additional information regarding the position, please call Arran at Service Care Solutions on 01772 208 966 or send an email to arran.fitchie@servicecare.org.uk ....Read more...
Type: Contract Location: Westminster, England
Start: ASAP
Duration: 3 Months
Salary / Rate: Up to £28.13 per hour + Umbrella p/h
Posted: 2024-03-26 09:01:19
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Job Title - Customer Service Officer
Location - Enfield N9
Contract - Temp
Hours - 35
Role summary -
The company is looking for a highly motivated and customer-focused individual to fill the role of Customer Service Officer.
As a Customer Service Officer, you will be responsible for providing efficient day-to-day operation within libraries and encouraging customers to self-serve.
You will deliver a high standard of customer service across all channels and ensure that customers are provided with the necessary assistance they require.
You will represent the company as the first point of contact and ensure that the service is customer-focused, promoting the company's core values and customer service standards.
Key Responsibilities:
Provide a high standard of customer service across all channels.
Recognise when customers are vulnerable or require extra assistance and ensure their needs are met in a professional manner.
Maintain high levels of first point of contact resolution and customer satisfaction and resolve their queries at the first time of asking in a timely manner.
Represent the company as the first point of contact, ensuring the service is customer-focused and promote the company's core values and customer service standards.
Promote a love of books and reading, working proactively on reader development, including participation in nationwide reading initiatives.
Provide full and accurate information to customers in a friendly and welcoming environment and deal with most enquiries without referring on.
Promote a positive image as a service provider to the local community, working to ensure all customers receive an efficient, effective, and high-quality service.
Assist Libraries with development and delivery of digital services to customers and provide support in implementation of digital and assisted digital projects.
Requirements:
Proven experience in providing excellent customer service.
Excellent communication and interpersonal skills.
Ability to work independently and as part of a team.
Good IT skills.
Ability to work under pressure and to tight deadlines.
A passion for books and reading.
Experience in working with digital services and assisted digital projects is desirable.
If you are interested in this position and meet the above criteria, please send your CV now for consideration.
If you require any additional information regarding the position, please call George at Service Care Solutions on 01772 208 966 or send an E-Mail to George.Westhead@servicecare.org.uk
....Read more...
Type: Contract Location: Enfield, England
Salary / Rate: Up to £14.84 per hour
Posted: 2024-03-26 08:44:44
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Job Title: Customer Service Team Leader (Admin and Clerical) Salary: £17.64 P/H LTD Umbrella Hours: 37 Type: Temporary Ongoing Location: Leamington Spa, CV32 Start Date: ASAP Work Pattern: Monday - Friday | 08:45am - 17:15pm A dynamic Customer Services Team Leader is sought to manage a dedicated customer service team.
This critical role involves enhancing team performance to achieve superior customer satisfaction and support levels.
The successful candidate will use their leadership skills to mentor and grow the team, address customer inquiries, and implement measures to increase service quality and operational efficiency. Key Duties and Responsibilities:
Develop and sustain Resident Engagement through various channels, including Resident Initiating Groups.
Respond objectively and positively to customer communications, including complaints.
Manage and inspire a team towards achieving excellence in customer service.
Compile performance data to aid in practice improvement across the team.
Handle escalated customer complaints and enquiries, providing effective and timely resolutions.
Monitor and analyse team performance, identifying areas for improvement and implementing strategies to enhance service quality.
Collaborate with other departments to streamline customer service processes and improve overall customer satisfaction.
Ensure compliance with company policies and industry regulations.
Develop and maintain in-depth product and service knowledge to provide expert advice and support to both team members and customers.
Requirements
Proven experience as a Customer Services Team Leader or similar leadership role in a customer service environment.
Strong problem-solving and conflict resolution abilities, with a customer-centric approach.
Proficiency in CRM software and Microsoft Office Suite.
[Desirable] proven in-depth experience in complaints case management, including cases from the Housing Ombudsman Service and the Local Government & Social Care Ombudsman Service.
[Desirable] At least 2-3 years of experience in Resident Engagement within a social housing context.
If you require any additional information regarding the position, please call David at Service Care Solutions on 01772 208 966 or send an E-Mail to david.jones@servicecare.org.uk ....Read more...
Type: Contract Location: Leamington Spa, England
Start: ASAP
Duration: Ongoing
Salary / Rate: Up to £17.64 per hour + Umbrella per hour
Posted: 2024-03-25 11:34:29
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Job title - Customer Insight Advisor Location - County Durham, SR7 Contract - Temp ongoing Hours - Full time 37 hours per week (mix of home working and work from the office) Start Date - ASAPThe Role Summary A opportunity has opened for new members to join our clients customer insight team at a local housing association you will be offering a high quality, comprehensive and consistent approach to dealing with complaints and dissatisfied customers across the organisation.Your key duties within the role will include:
Managing inbox and contacts through QL
To receive and record complaints and compliments across the business in line with the complaint's procedure.
Actively investigate and respond to all Stage 1 (formal) complaints on behalf of the organisation in line with the Complaints and Compliments Policy in order to resolve the customer complaint as a right first time solution.
Being first point of contact when a complaint comes in to allow us to quickly acknowledge and establish position
Co-ordination of responses from other services to deal effectively with MPs
General admin duties such as booking in meetings, formatting letters, doing quick follow up calls to customers if required
General competencies around using IT systems, some basic excel capability, organisation skills are key to support the rest of the team to deliver to timescales and respond effectively to customers
Requirements
Experience of working within social housing or a strong customer service and administrative background.
Complaint handling and investigation
Be able to work independently and as part of a team.
Ability to use information technology to a high level of competence.
If you are interested in this position and meet the above criteria, please send your CV now for consideration. If you require any additional information regarding the position, please call George at Service Care Solutions on 01772 208 966 or send an E-Mail to george.westhead@servicecare.org.uk ....Read more...
Type: Contract Location: Seaham, England
Salary / Rate: Up to £16.33 per hour
Posted: 2024-03-21 10:02:27
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Job Title: Customer Liaison Officer
Locations: Ealing (W5 5TL)
Contract Type: Temp - Ongoing
Work Pattern: 35 hours per week
Start Date: Asap
Service Care Solutions are seeking a Customer Liaison Officer to join our clients team in Ealing.
You will be responsible for delivering high quality customer service to residents who require repairs on properties.
Job Role -
To manage inquiries regarding repairs, ensuring the achievement of a satisfactory resolution and escalating when necessary.
Accountable for promptly addressing external and internal customer queries, overseeing the team mailbox, and coordinating with all relevant teams, third-party providers as needed, via phone or email.
To serve as the initial point of contact for the customer concerning their query, taking ownership to resolve and investigate any matters related to their repair, and proactively providing updates as required.
To assess cases received on the dashboard and determine if an Inspection is necessary.
Schedule required inspections with the relevant surveyor.
Ensure that IT systems are consistently updated, and manual record systems are maintained to facilitate accurate reporting and customer management.
Engage with diverse tenants requiring additional support and refer them to appropriate internal and external support services.
Suitable Candidates experience: -
Experience on working within a customer focused role.
Experience of responding, handling and resolving challenging customer queries.
Experience in customer service soft skills including empathy and taking ownership.
Experience within Repairs/Scheduling
If you are interested in this position and meet the above criteria, please send your CV now for consideration.
If you require any additional information regarding the position, please call Arran at Service Care Solutions on 01772 208 966 or send an E-Mail to arran.fitchie@servicecare.org.uk ....Read more...
Type: Contract Location: Brentford, England
Start: ASAP
Salary / Rate: Up to £17.49 per hour + Umbrella
Posted: 2024-03-19 14:39:38
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Job title - Complaint Officer Location - London W6 Contract - Temp Ongoing Start Date: Asap Salary: £24.78 Umbrella p/h Service Care Solutions are looking for a Complaint Officer to join our clients team in London.
You will be responsible for coordination and effective management of the company complaint processes.
Key Responsibilities:
Supervise the effective management and documentation of complaints within the complaints database, conducting routine inspections of recorded cases and providing feedback for necessary enhancements.
Collaborate with the Housing Ombudsman Service (HOS) regarding cases, furnishing requested information and coordinating with managers for data provision.
Generate complaints data for operational managers and directors to foster learning and improvement, including the reporting of review outcomes and Housing Ombudsman inquiries.
Manage the recruitment and establishment of a pool of independent reviewers and managers, overseeing recruitment processes, training, and ongoing support.
Contribute to enhancing complaint responses and handling by conducting regular quality assurance audits on correspondence, follow-ups, and adherence to timelines.
Ensure the Customer Experience Manager and relevant operational managers are informed of any complaints posing potential risks to overall customer service, regulatory compliance, or reputation.
Desirable Experience:
Experience within Social Housing.
Experience in complaints.
If you are interested in the position and wants to hear more information regarding the role please give me a call on 01772208966 or alternatively email Arran at arran.fitchie@servicecare.org.uk ....Read more...
Type: Contract Location: Brentford, England
Start: ASAP
Salary / Rate: Up to £24.78 per hour + Umbrella p/h
Posted: 2024-03-19 10:08:36
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Job Title - Customer Feedback OfficerLocation - South shields NE34Contract - TempHours - 37The Role Summary Our client is currently seeking a skilled and experienced Customer Feedback Officer to join their repairs and maintenance team.
As a Customer Feedback Officer, you will be responsible for answering customer queries, feedback, and complaints, ensuring that service delivery meets the needs of our customers.
This is a fantastic opportunity to join a reputable organisation and make a real difference to the lives of customers.Your key duties within the role will include:
Acting as the first point of contact for customer accessing to council services, whether in person, by telephone, digitally or via social media.
Answering customer queries, feedback, and complaints
To take responsibility for resolving customer enquiries or completing actions arising from customer enquiries, including referral to service divisions and external partners where appropriate.
To take responsibility for resolving customer enquiries and completing actions arising from these enquiries, including referral to service areas and external partners where appropriate.
Deal with all customer cases, promptly and proactively, taking the case as far as possible to conclusion on initial enquiry, exercising judgement on when each case requires referral to the Supervisor.
Ensure you keep up to date with changes to legislation, policies and procedures across a wide range of business units in order to continue to provide a customer focussed service.
Be aware of any additional services both internally and externally which may be associated with the enquiry and offer additional contact information for services as relevant.
Working with the team to embed learning from feedback to improve service delivery
Ensuring service delivery meets the needs of our customers
Key requirements
Experience in customer services
Ability to deal with customer enquiries professionally & competently.
Ability to handle multiple tasks and prioritise workload.
If you are interested in this position and meet the above criteria, please send your CV now for consideration.If you require any additional information regarding the position, please call George at Service Care Solutions on 01772 208 966 or send an E-Mail to George.Westhead@servicecare.org.uk ....Read more...
Type: Contract Location: Jarrow, England
Salary / Rate: Up to £14.44 per hour
Posted: 2024-03-18 08:10:30
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Job title - Customer Service Advisor Location - Southwark, SE1 (hybrid working 2 days from home, 3 in the office) Contract - Temporary - with view to make permanent Hours - Full time 35 hours per week Monday to Friday Start Date: ASAP Are you interested in launching a career in Housing?We're recruiting customer service staff for our client in London Bridge to join their front-line call handling team.This role serves as an excellent entry point into the social housing sector. Successful candidates will handle various customer inquiries over the phone, requiring a passion for delivering exceptional customer service.With full training provided, you'll handle a high volume of calls on generic housing topics such as rents, repairs, and payments in a fast-paced environment within a well-established Housing Association.Candidate Requirements:
Strong communication skills
Excellent digital/IT skills
Ability to work quickly and accurately
Passion for delivering outstanding customer service
If you are interested in this position and meet the above criteria, please send your CV now for consideration. If you require any additional information regarding the position, please call Ryan at Service Care Solutions on 01772 208 966 or send an E-Mail to ryan.curwen@servicecare.org.uk ....Read more...
Type: Permanent Location: Southwark, England
Start: ASAP
Duration: ongoing
Salary / Rate: Up to £13 per hour
Posted: 2024-03-12 16:27:25
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Job Title: Complaints Handler Locations: Lewisham SE13, hybrid working once trained Contract Type: 6 months temp Work Pattern: Monday-Friday 35 hours per week Start Date: ASAP
Job role - The Complaints role is pivotal to the success of delivering a first-class customer experience.
This role is central to the seamless management and delivery of the overall complaints & Insight function.
As brand ambassador for the team you will work with our customers, internal and external stakeholders to ensure complaints handling excellence that facilitates early resolution and embraces continuous service improvement.
As Complaints Officer you will:
The responsibility for the Repairs Service complaints performance ensuring we meet KPI's.
To provide and promote a professional and good quality service to both internal and
external customers.
To deal with all Repair Service focused complaints in a professional manner, following them
up on completion to ensure customer satisfaction and prevent escalation and negotiating and managing resolutions.
To ensure all complaint responses to Informal, stage 1, 2 and 3 complaints, General
Enquiries, MP, Mayoral, Councillor, Premature Ombudsman, Ombudsman, Freedom of Information and Chief Executive Enquiries are provided to the customer within required timescales.
To allocate all Repairs Service related complaints, enquiries and comments.
Review
background, complaints history and systems to ensure allocation to Investigating Officer (IO).
Following up where necessary and reporting direct to management/senior management as and when issues arise.Candidate profile -
Experience of working within a complaint's resolution environment
A wealth of experience about how to delight customers and manage expectations.
A understanding of social housing sector.
A ‘can-do' attitude and solutions-driven, innovative approach that has successfully modernised services.
A desire to engage with customers, teams and stakeholders to champion the service and be a valued member of the team.
Be confident with strong communication skills, and excellent written skills
An understanding of how to manage difficult conversations face to face and by telephone
Experience of carrying out research and presenting written arguments in a concise but compelling way.
If you are interested in this position and meet the above criteria, please send your CV now for consideration. If you require any additional information regarding the position, please call Ryan at Service Care Solutions on 01772 208 966 or send an E-Mail to ryan.curwen@servicecare.org.uk ....Read more...
Type: Contract Location: Lewisham, England
Start: ASAP
Duration: 6 Months
Salary / Rate: £15 - £15.50 per hour
Posted: 2024-03-12 08:40:09
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Job Title - Customer Service Advisor
Location - London
Contract - Temp
Hours - 35.00
Role summary -
The client is seeking a Customer Service Advisor to join their team in London.
The successful candidate will be responsible for ensuring that complaints are dealt with and responded to within time frames and monthly targets are met.
The candidate will also ensure that all duties are being carried out satisfactorily and to the required professional standard and the processing of payments and invoices as required.
Key Responsibilities:
Dealing with complaints and responding to them within time frames
Ensuring that all duties are being carried out satisfactorily and to the required professional standard
Processing payments and invoices as required
Monitoring complaints and enquiries concerning service delivery and liaising with other parts of Property Services in the investigation of complaints from the public or local workers
Attending and minuting meetings, including public meetings, as directed by the Customer Services Manager
Maintaining effective internal communication systems to ensure the speedy generation and receipt of information
Assisting the CSM in ensuring that internal and external meetings are serviced and surgeries are held to enable customers to engage with the service
Assisting in the planning and implementation of customer consultation exercises in conjunction with partners to ensure that customer needs are identified and learning is implemented by service providers
Maintaining the highest professional standards for the Property Service administration service in accordance with Policy, and monitoring service delivery to ensure that the required standards are attained
Providing the administration and support services in such a manner as to ensure that good public relations are maintained at all times
Using and assisting others to use Information Technology systems to carry out duties in the most effective and efficient manner.
Using a computer terminal for the input and extraction of data whilst carrying out duties associated with this post
Performing any other reasonable, minor and non-recurring duties, appropriate to the post, as determined by the Customer Services Manager
Requirements:
Considerable proven administrative and finance experience including extensive experience of office computer and cash handling systems
Considerable proven experience of delivering front line customer focused services, including experience of responding to and resolving complaints
Experience of working in a construction or contract administration environment with knowledge of contracts, maintenance and project management
Experience of working in a social housing environment
To have a good knowledge of housing and repairs services and able to deal appropriately and effectively with tenants and leaseholders both in person and on the telephone
To be numerate and literate commensurate with the requirements of the post
Ability to investigate and respond formally to complaints and members enquiries and deal with a range of correspondence
Ability to maintain record systems and administrative procedures, in support of the housing service
If you are interested in this position and meet the above criteria, please send your CV now for consideration.
If you require any additional information regarding the position, please call George at Service Care Solutions on 01772 208 966 or send an E-Mail to George.Westhead@servicecare.org.uk
....Read more...
Type: Contract Location: North London, England
Salary / Rate: Up to £22.62 per hour
Posted: 2024-03-11 12:49:19
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Job Title: Customer Service Advisor Contract Type: Temp Ongoing Work Pattern: 36 Hours Per WeekService Care Solutions are looking for a Customer Service Advisor to join our clients team in Doncaster.
You will be responsible for all first point of contact calls from customer across the area.
This will include assisting with low level tenancy management support and income management support.Job Role -
Provide a first point of contact service for customer in a efficient and polite manner.
Provide a comprehensive start to end service in relation to all enquiries.
Produce correspondence, written communication, reports and recording, and maintaining computer records using in-house bespoke IT systems and Microsoft Office
Assist with low level tenancy and income management support under the discretion of the Team Leader.
Assist customers with claims and enquiries including providing support and guidance to the welfare system.
Administering the collections of collection and recovery in accordance with internal policies.
Suitable Candidates experience: -
Previous Customer Service Experience (Ideally inbound)
Experience using CRM systems
Experience with dealing with challenging customers
Experience of working to KPI's
Experience in dealing with sensitive information.
If you are interested in this position and meet the above criteria, please send your CV now for consideration.If you require any additional information regarding the position, please call Arran at Service Care Solutions on 01772 208966 or send an E-Mail to arran.fitchie@servicecare.org.uk. ....Read more...
Type: Contract Location: Doncaster, England
Start: ASAP
Salary / Rate: Up to £11.52 per hour
Posted: 2024-03-07 13:59:10
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Purpose and Objectives of Post: , Deal with all enquiries providing a high quality, efficient and courteous service over the telephone, face to face or digitally; resolving queries at first point of contact in accordance with Government Legislation and council policies and procedures.
, De-escalate potential complaints, using your own initiative whilst working to standards. , Promote the council's web site, self-account and online forms. , Provide excellent service in accordance with the Council's Corporate Customer Care Charter whilst meeting service performance targets.
1.
Resolve enquiries from the public/representatives by telephone, email, digital/social media or face to face, delivering a comprehensive service to customers relating to a range of enquiries for your specialist skills.
Answer calls promptly and demonstrate a good telephone manner presenting a professional image of the council.
Adhere to the contact centre standards and ensure data protection checks are carried out, following opening/closing scripts and offer additional services.
Maintain a minimum of the team average call and after call time detailed in the standards.
Demonstrate your knowledge to answer calls without assistance from a manager 85% of the time, and understand when to call for help refraining ringing back office services.
2.
Have the skills and knowledge to deal with vulnerable customers including those in debt, homeless, mental health illnesses, dementia, and those who have suffered a bereavement; providing support and empathy, deciding the relevant course of action for their well being whilst exercising initiative and recording accurate information.
Refer customers to relevant support partners as necessary including support fund and external charities or agencies to help support them and improve their health and well being.
3.
Have a multi-skilled flexible approach towards the changing work patterns and diverse needs of the services, providing cover for alternative services and reception. 4.
Maintain a professional approach using tact, sensitivity and courtesy at all times, even in situations where confrontation arises. 5.
Have a comprehensive knowledge of numerous IT systems used within the contact centre.
Navigate, interrogate, update and maintain these systems to ensure enquiries are resolved efficiently with accurate information.
6.
Process card payments in line with the councils' webstaff policy and set up and promote direct debit and re-occurring card payments.
7.
Deal with queries and escalations to a high standard and use initiative to prevent queries escalating to complaints.
Experience of working in a busy frontline contact centre for the public in a customer service related environment. The ability to take ownership and generate solutions to problems at first contact reducing the need for repeat contacts from customers. ....Read more...
Type: Contract Location: Bury, England
Salary / Rate: Up to £13.32 per hour
Posted: 2024-03-07 13:13:03
