Customer Advisor

Job Title: Customer Advisor  

Team: Contact Centre Team

Service: Customer Experience

Responsible to: Contact Centre Team Leader

Job Summary

As a Customer Advisor, you will be the first point of contact for customers engaging with Ongo. You will play a vital role in delivering high quality, customer focused services by handling a wide range of enquiries across multiple communication platforms including phone, email, webchat, and social media.

You will work within a demanding environment supporting customers with queries relating to housing services such as repairs, rent, tenancy management, lettings, and general advice. Your ability to listen actively, communicate clearly and resolve issues efficiently will be key to ensuring customer satisfaction and maintaining Ongo’s reputation for excellent services.

 
Main Responsibilities

• Deliver excellent contact handling services for Ongo customers ensuring effective service delivery and resolutions at first point of contact. 
• You will process service requests in line with policy and procedures ensuring you meet expected timescales and be able to advise customers of the services available to them. 
• You will be able to diagnose repair requests and question customer effectively and support the customer to self-resolve where appropriate. 
• Process rent payments and resolve enquiries in relation to payments and arrears. 
• You will handle enquiries in relation to Lettings, Anti-social behaviour and all tenancy related matters in clear and confident way following set polices and procedures. 
• You will ensure accurate records and updates to the CRM system are in line with our data standards. 
• You will be resolving customer issues and agreeing solutions for customers to ensure they are satisfied and actively preventing complaints. 
• You will actively listen and show empathy to understand the needs of the customers to ensure you deliver the right service. 
• You will manage contacts for our diverse customers base, and this will mean that you will deal with different vulnerabilities and sometimes conflict. 
• You will manage multiple contact platforms during your day, being able to transition your skills across telephone, digital contacts and in person contacts effectively. 
• You will achieve set performance targets and consistently work within these targets to meet your individual and team goals. 
• The post holder will be expected to be aware of safeguarding vulnerable adults and children and report any concerns via Ongo’s Safeguarding policies and procedures.

 Skills, Competence, Experience Required

• Proven experience of working in a busy customer service or contact centre environment.
• Experience of delivering quality services to a diverse customer base including external agencies and internal departments.
• Demonstrate excellent customer service skills
• Have experience working with CRM systems and Omni channel contact centre technology
• Be able to use and understand social media platforms to manage customer enquiries.
• Strong communication skills, both written and verbal with ability to deal sensitive and complex enquiries professionally
• Strong problem-solving skills and attention to detail.
• Ability to work independently and collaboratively across teams.
• Demonstrate resilience and the ability to adapt to changing demands.
• Ability to deal with and resolve conflict.
• Social housing experience and knowledge of the core landlord functions and regulations.
• Have basic knowledge of current Housing Regulation and Legislation
• Have experience handling and effectively resolving complaints.
• Excellent organisational and time management skills, with the ability to prioritise multiple contacts

Closing date for applications Wednesday 7 January
Assessment Centre will be held Monday 19 January.  Successful candidates from this will be invited to interview that afternoon.

We are committed to building an inclusive workplace that reflects the diversity of the communities we serve. We welcome applications from individuals of all backgrounds, including those from ethnically diverse communities, disabled individuals, and others who may require workplace adjustments. If you require any support during the application process, please let us know, and we will be happy to assist