Customer Service Officer

Customer Service Officer

Watford, Hertfordshire

£25,300.60 - £30,000

37 hours per week

We work with our customers and communities to change lives, and we’re looking for a highly motivated Customer Service Officer to join our Customer Service Team and help us deliver an exceptional experience to our customers.

As a Customer Service Officer, you will act as the voice of Watford Community Housing and be instrumental in enhancing the customer experience by exceeding customer needs whilst supporting the team to achieve Key Performance Indicators (KPIs) within a call centre.

We put the customer at the heart of everything that we do and take a proactive approach for each customer contact through multi-channel communication. As part of our Customer Service team, you will use your communication skills to help us deliver high-quality customer services.

The right candidate will be highly customer-focused and committed to delivering quality services to our residents.

You’ll work effectively and proactively with colleagues to give our customers an exceptional customer experience.

Key Responsibilities:

• Ensure a high standard of service, showing passion and enthusiasm for helping customers.
• Utilize exceptional verbal and face-to-face communication skills, along with active listening.
• Answer inbound calls, evaluate problems and complaints, and provide appropriate solutions.
• Respond efficiently and professionally to customer queries and complaints.
• Adhere to company policies and procedures during customer interactions.
• Record Keeping: Maintain accurate customer records in the CRM system, including call logs and reports.
• High Volume Calls: Manage high volumes of calls while providing first-class service consistently.

What are we looking for?

You will be customer-focused, with the ability to interact empathetically with a wide variety of people. You’ll have an excellent grasp of exceeding customer needs and an understanding of how to deliver exceptional customer service through a multichannel platform i.e. face to face / telephone / web messages. You will have a background in Customer Services, and knowledge of the housing or construction sectors would be a distinct advantage.

Essential:

• Experience in customer service / reception
• Qualifications in Customer Service / Customer Care
• You will need to maintain a satisfactory basic level DBS check.

Desirable:

• Knowledge of the housing sector
• Engaging effectively with a diverse audience using a diverse range of communication tools.

What can we offer you?

We know that people are our most valuable assets, so we offer a range of benefits including 28 days’ annual leave pro rata, an employer pension contribution of up to 11%, development opportunities and access to a comprehensive employee rewards scheme.

How we work

We are committed to embracing the most positive aspects of agile working. We take a blended approach to how we work, so that colleagues have the flexibility to strike the right balance between working in our communities, in our shared spaces and remotely. With digital technology at the heart of our work, teams and individuals are empowered to decide the best way to meet the needs of their role.

The closing date is 27 December 2024, (but please note we reserve the right to close the vacancy early if we receive a large response). Interviews will take place in the week commencing 06 January 2025.