Customer Service Advisor

MMP Consultancy is currently recruiting an enthusiastic Customer Service Advisor to join a Housing Association based in Kent. As a Customer Service Advisor, you will play a vital role in ensuring residents receive exceptional service and support. Your strong communication will be crucial in delivering a positive customer experience and maintaining high levels of resident satisfaction. Responsibilities: * Deliver consistently high-quality customer service across all our contact channels in accordance with customer service standards. * Ensure customers receive an equally positive experience, and tailor the service to meet the diverse needs of individuals. * Take ownership of challenging messages and difficult conversations with customers, including helping to resolve complaints. * Comply with policies, procedures and guidelines and recognise when to escalate for exceptions. * Work with colleagues, partners and contractors to ensure customers experience an efficient and joined-up service. * Ensure customers experience a continuously improving service by listening to them and feeding back customer views. * Actively manage your learning to keep your knowledge up to date, enabling you to deliver the right answer, first time. * Competently use relevant systems to deliver a high level of customer service. Requirements: * Experience of working in a customer service or contact centre environment. * Commitment to making a positive difference to people by delivering great customer service. * Ability to communicate clearly and build rapport with customers across a range of contact channels, including telephone, email, live chat and social media. * Comfortable using standard Microsoft office packages and in-house systems. Confident learning and using new ICT systems. * Ability to use the most appropriate style and method of communication with internal and external customers and stakeholders. * Ability to prioritise competing commitments and work accurately and methodically under pressure. * Experience of dealing with challenging behaviour whilst remaining solution focussed. * Ability to make decisions based on sound judgement. * Experience of complying with policies, procedures and guidelines. * Ability to be flexible and adapt to a changing work environment