Department: Customer Service
Reports To: Team Leader - Contact Centre
Directly Responsible For: No direct reports
Hours: 37
Overall team / department
The Customer Services Team provides support, advice, and guidance to prospective and existing customers on all services across the business. They provide first point of contact resolution where possible and escalate enquiries to the correct teams. It consists of:
The Contact Centre Team is responsible for receiving all inbound customer and other stakeholder enquiries and resolving the majority at the first point of contact. They deal with enquiries, over the telephone, via email, chat, and social media interactions. Any queries that cannot be resolved will be escalated to the appropriate team across the group.
The team are also responsible for outbound campaign calls for other areas across the business in line with business requirements.
The Complaints Team is responsible for managing all customer complaints across the business. Their role is to ensure that all complaints are investigated, and responses provided within agreed targets. They ensure that all complaints are dealt with in line with the Housing Ombudsman requirements.
Key role priorities
* This role is responsible for delivering excellent customer service in accordance with agreed policies and procedures. Where possible to provide a first point of contact resolution for all incoming telephone calls, emails and webchat requests from existing customers and other external stakeholders.
* The role provides support to the broader Customer Insight function as required through making outbound calls and data recording and collection.
Key working relationships
* These role holders are predominantly required to interact with customers and other external stakeholders who contact the Contact Centre by telephone, email or webchat. This includes existing, previous, and potential customers and other stakeholders. Whilst required to deal with most incoming enquiries at first contact, the role is also required to interact with other teams across the Directorate and wider business.
Main duties & responsibilities
* Respond to all incoming customer enquiries and undertake outbound calls as required.
* Maintain accurate customer records, retrieving and inputting information following each interaction and updating the customer dashboard following processes and procedures and GDPR guidelines.
* Resolve queries at the first point of contact where possible, pass queries on through the customer request process or escalate to the Senior Advisor.
* Manage own performance and take responsibility for identifying personal development needs and agree actions to progress these with the Team Leader.
* Identify areas for improvements to the Team Leader.
* Complete any other tasks as commensurate with the level and nature of the post as delegated by the role’s line manager.
Key measures of success
* All incoming enquiries are resolved at first point of contact where possible
* Contacts are answered to the agreed service standards
* Individual customer satisfaction scores meet the agreed standard
* Contact quality standards are achieved
* All process and compliance achieve agreed standard
Livving our values
Livv’s a place with opportunities to grow. We believe in empowering you to make a positive impact in your own unique way. Our values embody what matters to us and show what it means to be Livv, together:
Making a difference daily
We invest in our people, our customers and in the creation of a fairer society.
Positively open
We’re open to feedback at all times, as we strive to deliver a first-class customer experience.
Forging the right way
We’re creating an inspiring road which others will want to follow.
Together as one
Our teams work on another level of cohesiveness to enable us to deliver better outcomes.
Each one of us
- listens to our customers and makes their needs a priority
- is committed to equality, diversity and inclusivity
- takes a flexible approach and works where we’re needed
- follows health and safety guidelines to keep ourselves, colleagues, and customers safe
- helps reduce risks by proactively communicating any potential issues to our line managers
- protects sensitive information by safeguarding customer, colleague and third-party data
- is guided by our policies, procedures and social aims
- is dedicated to continual learning and taking ownership of our personal and professional development.
Person Specification
E - Essential criteria / D - Desirable criteria
Education & Qualifications
3 GCSEs (Level 4 or above) or equivalent relevant customer service experience (E)
Experience
Experience of operating effectively in a customer facing/service environment (E)
Experience of working in a team environment (E)
Experience of following processes and procedures to resolve a range of enquiries (E)
Skills, knowledge & ability
IT skills, including Microsoft Office Applications (E)
Excellent communication (oral and written) skills (E)
Good problem solver (E)
Personal characteristics
Customer Focused approach(E)
Confident and Resilient (E)
Other
Flexible approach to hours worked (including evenings and Saturday mornings) (E)
Give Get Go
As part of our commitment to the Give Get Go Programme, we will ensure that applicants who meet all essential criteria, as defined in the person specification, will be guaranteed the opportunity to demonstrate their abilities at interview. Individual’s names will be confirmed with the Give Get Go Programme.
Should you wish your application to be considered under this scheme, please email us confirming this, along with your full name and the role you have applied for when you submit your application. Please ensure that you do this before the closing date for the vacancy.
Equality and Inclusion
Please contact us to read more about Livv inclusive and our approach to equality and inclusion.
Data Protection
We fully recognise your rights under current Data Protection Laws and are committed to protecting the privacy and security of your personal information. We collect and process personal data relating to applicants to manage the recruitment process effectively, including for statistical purposes.
For full details please see our Job Applicant Privacy Policy
If you require any additional support when completing your application, please email us