To provide a single point of contact for those contacting LBHF about housing services and repairs.

To ensures that customers receive a timely and positive response to their contact, achieving performance targets and high rates of satisfaction.

To respond to customer enquiries at the first point of contact from a variety of customer access channels, including telephone, email, web, social media, and post.

To deliver a consistent, reliable, customer focused service, ensuring value for money and responsive services to anyone contacting and to act as a positive role model for all staff.

To act as the first point of contact, providing initial advice and information and resolving directly the most frequent service requests by; telephone, email, web, and other social media channels

Where appropriate to direct and/or connect telephone callers and enquiries via other channels to other individuals/departments where more complex and specific advice is required

To capture accurate and detailed information to pass to relevant specialist teams where the Customer Service Center cannot fully resolve a query

To access and record actions on the council’s central housing database and other systems to provide residents with relevant information and services, for example, to issue a rent statement, take a rent payment, order a repair and to make a surveyor appointment.

To develop knowledge of key policies and procedures and to use quiet time to keep this knowledge fresh to deal most effectively with the most frequent service requests.

To carry out telephone surveys on a range of issues and record the outcomes

To capture and update relevant customer information

To work in a performance management driven culture with SMART objectives linked to the overall Customer Service Center key performance indicators, customer satisfaction and first contact resolution targets

To act as an ambassador for excellent customer service standards taking ownership for resolving each customer enquiry

To act as positive role model for other staff members, and convey standards and values at all times

To quickly understand customer requirements and resolve these in an efficient manner and deliver an excellent customer experience

To work flexibly and cover shifts when required to ensure service is consistently delivered for all the hours of operation

Please contact Mia for more information.