Contact Centre Advisor – Employment Pathway Croydon Works

CROYDON COUNCIL HOUSING CUSTOMER CONTACT CENTRE – CUSTOMER SERVICE ADVISOR EMPLOYMENT TRAINING PATHWAY

Looking for an opportunity to make a real difference in the lives of Croydon residents, whilst also gaining experience working across Croydon’s Housing directorate? Croydon Council’s Housing Directorate is looking to build a contact centre to deal with resident’s housing enquiries and repairs requests, in particular. We are looking for caring and motivated Customer Service Advisors, who will be responsible for delivering a responsive and helpful service to Croydon housing residents.

The Role

You will be responsible for dealing with a range of customer requests and enquiries from housing residents, in a disciplined and organised manner. You will contribute to the achievement of customer service targets by dealing with calls and online messages efficiently and empathetically, as some residents may be vulnerable and distressed. Dedicated follow-up calls and messages will need to be conducted systematically to chase repairs and keep residents up to date with progress. You will make a positive contribution to the development of the service by developing yourself, learning to use the customer information system efficiently and being open to feedback from colleagues and your Team Leaders.

The Person

Above all, you need to care about residents, meeting their needs and delivering the best service possible. Being conscientious in work attendance, adhering to work processes and using information systems in a disciplined and organised manner, are also crucial to being successful in this role. You may not have a customer service background; however, you need to be open to learning how to deal with resident enquiries and working in a close-knit team to meet performance targets. You need to be open to feedback and coaching from your Team Leaders and more experienced colleagues.

If you feel you have a caring attitude towards people, a willingness to learn and the discipline to apply your learnings, then this could be the opportunity for you.

This a 4-day pre-employment training pathway for local Croydon residents. It has been designed in collaboration with CALAT for those who have not worked directly in Customer Service previously, or those who need to refresh their customer service skills.

On successful completion of this 4-day training, you will be offered a guaranteed interview for the role of Customer Service Advisor for Croydon Council’s Housing Team.

During the 4 days of training, as well as gaining valuable customer service skills required for this role, you will also be guided through the application process, and get to meet members of the current team to give you the best chance of success.

4-day training to start week commencing 2nd April 2024. Your interview will take place the following week.