Back to search
- Respond to resident enquiries across multiple contact channels (phone, in-person, email, webchat, etc.), resolving issues at first contact where possible.
- Manage and follow through customer cases, escalating where necessary and ensuring timely resolution.
- Input and update customer information across multiple IT systems to ensure accurate case tracking and service delivery.
- Handle administrative follow-up work related to individual enquiries.
- Take customer payments and issue receipts when required.
- Promote customer satisfaction surveys and contribute to service improvements.
- Assist new colleagues by acting as a buddy following initial training.
- Maintain compliance with data protection, safeguarding, and health & safety regulations.
- Proven experience in a customer service or contact centre role.
- Excellent verbal and written communication skills.
- Ability to work under pressure and adapt to diverse customer needs.
- Competent IT skills and confident with Microsoft Office (Outlook, Word, etc.).
- Positive, can-do attitude with a proactive approach to problem-solving.
- Ability to work independently and collaboratively in a team environment.
