Customer Service Representative assisting U - Haul customers with services inside and outside the center. Moving and inspecting equipment, handling rentals, and educating customers on products.
About the role
- Customer Service Advisor delivering outstanding service through various channels in Salford. Communicating effectively to address customer inquiries and maintaining high satisfaction standards.
Responsibilities
- Provide in depth support to resolve and complete enquiries and transactions received by the Customer Service Centre via a range of methods
- Communicate effectively to meet customers’ needs, listening and building rapport to ensure the best outcome is achieved and high levels of customer satisfaction are maintained.
- Assist and advise potential and existing customers using a computerised customer relationship management system (CRM) and a wide range of other systems on a full range of issues including but not limited to, general queries, rent account queries, waiting list enquiries, repairs and maintenance requests, anti-social behaviour, estate services and complaints.
- Foster a collaborative team environment by sharing knowledge, best practices, and experiences, while supporting one another to achieve the best possible outcomes for customers, built on a foundation of openness, trust, and cooperation.
- Escalate enquiries to the relevant specialist officer where appropriate.
- Be responsible for delivering performance in line with agreed quality standards.
- Be responsible for ensuring all systems are accurately and consistently maintained and updated, fully recording all enquiry.
- Provide a comprehensive reception service to visitors and customers at office locations where appropriate.
Requirements
- Significant experience of working within a high demand front line customer serving environment in either a face-to-face or telephone environment.
- Experience in a contact centre, as the position requires managing a large volume of phone calls.
- Proven ability to work on own initiative and as part of a team supporting colleagues, taking initiative and demonstrating self-motivation to achieve results.
- Demonstrate a commitment to delivering excellent customer service to a diverse range of customers through a logical approach to dealing with problems or challenging/demanding situations.
- Ability to handle enquiries across a wide range of functions with minimal referral, including the handling of complaints.
- Ability to demonstrate an awareness of the needs of customers (from a diversity perspective) and to be able to respond appropriately.
- An understanding of the role of Housing Associations.
- Present information in an accurate, clear and considered manner (e.g. via written and oral communication).
- Have a working knowledge of Microsoft Office applications, specifically Word, Excel, Outlook.
Benefits
- 27 days holiday (rising to 32 over 5 years’ service) + bank holidays
- This role requires full-time office attendance for the first month, then shifts to a hybrid schedule with two work-from-home days per week.
- You will be working 37 hours per week Monday-Friday. Working arrangements are flexible in line with our Smart Working culture so that we deliver an excellent and accessible service for customers.
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