Customer Support Specialist

Overview

About the role

Shepherds Bush Housing Group have an exciting opportunity for a Customer Support Specialist to join Shepherds Bush Housing Group's team in West London on a full-time basis between the hours of 8am-5pm, Monday to Friday. You will provide specialist support to enhance customers' experience, improve their access, and increase their satisfaction by responding to queries in a timely and accurate manner, promoting and supporting self-service, and ensuring that any level of customer dissatisfaction is acknowledged and dealt with at the earliest opportunity.

As a Customer Support Specialist, you will spend 50% of your time dealing with inbound calls and the other 50% undertaking various duties to enhance the customer experience. Your role will include providing support, reducing handoffs, and following up with residents to ensure their issues are resolved. Ultimately, you will help maintain Shepherds Bush Housing Group's reputation as a housing association that offers excellent customer support.

What Shepherds Bush Housing Group’re looking for

Shepherds Bush Housing Group is a customer-focused organization, and Shepherds Bush Housing Group know that how Shepherds Bush Housing Group do things is just as important as what Shepherds Bush Housing Group do. You will be an experienced customer service professional, confident in dealing with complex complaints, able to multitask while showing empathy, patience, and professionalism at all times. You must also be able to demonstrate the following essential skills and experience:

• Excellent communication and problem-solving skills
• Experience as a Customer Support Specialist or similar role
• Familiarity with the housing sector
• Understanding of how CRM systems work
• The ability to develop and maintain a vast knowledge of the services being offered
• The ability to use this knowledge to resolve customer queries at the first point of contact
• Experience of monitoring customer feedback via social media and providing assistance
• Proven ability to meet key performance indicators regarding call handling quality criteria
• The ability to triage calls and make a correct diagnosis, whether this is a repair or other housing-related issue, signposting as necessary
• Extensive data capture and retrieval skills

What Shepherds Bush Housing Group can offer you

Shepherds Bush Housing Group is committed to ensuring that equality and diversity are integrated at the core of Shepherds Bush Housing Group's business and respond to the needs of Shepherds Bush Housing Group's employees, workers, stakeholders, and customers. Shepherds Bush Housing Group offer a supportive environment and numerous benefits.

Shepherds Bush Housing Group's mission is:

Social heart: Shepherds Bush Housing Group's way of working builds and strengthens communities.

Business head: Shepherds Bush Housing Group's way of working means Shepherds Bush Housing Group make a lasting return on investment.

Local impact: Shepherds Bush Housing Group's way of working responds to what's needed locally.