As a Customer Advisor, a typical day might include:
Answering calls to customers
Handing customer enquiries via our digital channels such as livechat, our portal or texting
Deal with sales enquiries and handover leads over to our specialist team
Outbound calling to generate leads or book in jobs or training places
Responding to social media enquiries
Dealing with visitors or other office issues
Owning and following through a complex customer enquiries including the resolution of frontline complaints
Fully updating our systems in live time
Supporting colleagues across the organisation so that knowledge is shared and customer queries can be resolved as efficiently as possible
Identifying areas for improvement and helping to progress this
Supporting the first time resolution of customer enquiries and meet our organisational targets on front line service delivery
Working independently 'out of hours' to handling emergency calls and digital enquiries
The must haves:
Good standard of education, with strong numeracy and literacy
Experience of working in a fast paced, customer focussed office environment dealing with enquiries via the telephone, digital methods, social media and face to face
Strong IT skills with experience of utilising a customer relationship management system
Customer focussed and experience of resolving complaints
Ability to work effectively as part of a team
Able to portray a positive professional image and have empathy with Acis' aims and values
Have a nonjudgmental, approachable and calm approach to communicating with our diverse and vulnerable customers
Ability to be flexible with working hours to meet the needs of the business.
Resilience. Working in social housing is a challenging but rewarding career, you'll be helping to bring real change to our customer's lives.
