Contact Centre Advisor WCR 2 Base
City of Westminster Council
Who You Are
You are an empathetic individual with a passion for supporting customers' needs, particularly within a housing and care context. You have experience in a contact centre environment, and you are adept at engaging with customers through various communication channels. You prioritize quality customer service and achieving swift resolutions to customer enquiries.
What the job involves
As a Contact Centre Advisor, you will be the first point of contact for customers, handling requests or enquiries via phone, email, social media, and face-to-face interactions. You will manage correspondence through CRM and diverse databases, ensuring accurate administration and statistical reporting. Your responsibilities include answering inbound calls, making outbound calls, resolving customer enquiries, raising safeguarding issues, managing data entry activities, monitoring team accuracy, and working towards achieving contact centre targets concerning customer satisfaction and service efficiency.
Skills
- Organizational skills and workload prioritization
- Clear data collection and presentation
- Empathetic customer care approach
- CRM proficiency
- IT software knowledge, including Excel
- Quick and accurate data entry
- Contact centre experience
- Housing experience (desirable)