Vacancy Description

£23.00 Per Hour Temporary

We are looking for a full time office based General Enquiries Advisor to work on a temporary basis for a minimum of 3 months with potential to be extended past this. The rate of pay is £17.88 PAYE / £23.49 Umbrella per hour.

*This post would be ideal for someone living in South London (e.g Lewisham, Lambeth, Bromley, Catford) or within easy commute there of*

Job Purpose As a General Enquiries Advisor, I will deal with enquiries arising from the first point of contact. These will include diagnosing repairs queries in order to prioritise and book responsive or emergency attendance. I will
also dealing with housing, rent, tenancy management, estate and other general enquiries within the role. I will act as an expert, providing an outstanding service and experience to customers contacting the company by telephone. My focus will be to offer first time resolution and resolve queries without the need to transfer these queries across the business.

In my job I will

* Provide a responsive service to customers contacting us by telephone, consistently striving to handle
* customer enquiries at the first point of contact whenever possible.
* Use my knowledge and skills and to give accurate, relevant information in response to general enquiries and repair queries/appointments ensuring accuracy when recording conversations and interactions with residents.
* Utilise IT systems and be competent in the use of Orchard, DRS and CRM technology for the control and delivery of daily works.
* Use careful questioning, knowledge and understanding of repair issues to diagnose faults and accurately log repairs orders and technical inspections.
* Maximise the customers’ experience by building relationships with customers, embracing their diversity and tailoring the service to meet individuals’ needs.
* Work closely with the Housing Management Team to develop a telephone based service which connects with the visiting service offered by Housing Officers.
* Handle a wide range of customers’ enquiries effectively, providing accurate information and handing over more complex/specialised enquires to service teams when appropriate.
* Ensure that commitments to customers are kept within the agreed timescales and take the appropriate approach to follow up actions to keep customers updated.
* Ensure that calls are handled in line with our published targets and SLAs.
* Solve expressions of dissatisfaction swiftly and effectively, liaising with relevant staff when necessary and exercising judgement to decide when a matter needs to be handed off to a service team.
* Maintain and accurately record reasons for calls and offer first time resolution where possible.
* Keep abreast of our policies, procedures, regulatory and statutory regulations and what is going on across the organisation, translating this information in response to a wide range of queries.
* Contribute ideas and suggestions to the General Enquiries Team Leader with the aim of improving our services.
* Behave in a manner that reflects our standards and consistently champions these standards within the team.
* Promote and demonstrate the use of new technology, social media and customer access channels.
* Be friendly and professional at all times; adapting approach and style to meet customers’ needs.
* Maintain a team spirit; working flexibly, providing cover for colleagues when necessary
* Respect customer confidentiality by only disclosing information to authorised people taking into account of the General Data Protection Regulation
* Undertake training and development activities as necessary to fulfil the requirements of the role.
* Act in compliance with Phoenix’s values, policies, procedures, standing orders and financial regulations at all times.
* Carry out other duties within the scope and spirit of the job, and in accordance with the level of the post, as required. Specifically this will mean that General Enquiries Advisors are required to support the Front of House Team in some circumstances.

Experience, Knowledge & Understanding

* Experience of working in a customer focused environment, dealing with customers from a variety of backgrounds
* An understanding of what constitutes excellent customer care and service delivery
* An understanding of office and administrative procedures
* Understanding of scheduling systems and proficient in the use of Orchard and DRS desirable
* Understanding of repairs diagnostics, repair priorities and repairs planning
* IT Literate and has experience of CRM, EDRM, and Microsoft Office applications.
* Knowledge of the General Data Protection Regulations
* Experience of dealing with housing related issues and safeguarding

Education & Qualifications

* Good written and numerical skills – GCSE or equivalent English and Maths desirable
* Educated to ‘A’ Level standard or equivalent


* Excellent interpersonal skills
* Excellent customer care skills
* The ability to absorb new information quickly
* The ability to work methodically
* The ability to keep calm under pressure
* Excellent ICT skills
* Good organised skills

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