job specification

We are recruiting for several Repairs Customer Service Officers based in Chelmsford. This is working for a leading housing association. Duties: * Acting as the first point of contact for resident enquiries via telephone * Assisting residents in the diagnostics required to report routine repairs, and raising these repairs on our CRM * Helping tenants to raise other cases and tasks, such as a report of antisocial behaviour, and recording details as appropriate * Raising, chasing and escalating tenant complaints as required * Assisting residents to make payments, such as for rent or service charges * Liaising with local Housing Officers to facilitate requests from their residents * Utilising excellent communication skills to resolve calls promptly and effectively, in-line with the CSC’s expected service level * Delivering excellent customer service and ensuring a high rate of first contact resolution (FCR), in-line with the CSC’s KPIs Working Pattern Full-time CSAs work 35 hours per week between the hours of 08:00 and 17:30, Monday to Friday. In any given calendar month as a CSA you would work either 08:00 – 16:00, 08:30 – 1630, 09:00 – 17:00, or 09:30 – 17:30. Successful candidates will work the majority of their shifts on the 09:00 – 17:00 pattern, as those are the opening hours for the daytime telephony service. However, we have a rota in place to ensure that enough staff are present during the transition to/from our OOH service – this means that as a rule you will spend two thirds of a year on 09:00 – 17:00, and the rest of the year on a combination of the other patterns