Customer Experience Advisor (Bank)

We are currently seeking a Customer Experience Advisor to join our Customer Contact Team on a bank contract, supporting our wider Housing Management Team. We are looking for people to be part of the team which proactively manages all incoming customer contacts by telephone, email, in writing, the web, self-service portal and social media.

You will be our customer's first point of contact and ensure they receive a timely, accurate and positive response to their contact with Octavia achieving performance targets and high rates of satisfaction. You will also work closely with other teams whilst developing your own knowledge to ensure various requests are dealt with “right first time”.

About the Role

The key deliverables of this role include:

Providing clear and accurate diagnosis of issues, advice and information and resolving customer queries at the first point of contact ensuring high levels of customer satisfaction

Achieving key performance indicators within the contact centre including 80% of calls answered within 20 seconds, 80% first time resolution and promoting registration to our App.

Using our housing management system (CRM) to record all resident interactions, responding to issues and where necessary escalating to specialist teams such as ASB and housing management teams

Providing a high level of service across a variety of communication channels including telephone, email, website, social media, and smart phone apps

Accessing CRM, AllPay and other systems to provide residents with the right outcomes, for example, to issue a rent statement, take a rent payment, make rent arrangements and to set up Direct Debits

Contributing to the improvement of CRM and other business processes

Developing knowledge of key Housing Management, Supported Housing & Asset Management policies and be a subject matter expert on a range of housing subjects

Managing our parking control system, issuing reminders and permits to residents, resolve issues and collect payment

Requirements

We believe every employee at Octavia has a part to play in delivering of our vision and strategy. We are looking for individuals who will encompass our values and support one another in achieving their potential.

This role would suit someone who has experience working in a customer contact environment and a basic knowledge of housing. You will need good communication skills and the ability to work quickly, with experience handling a high volume of calls.

You will be confident in the use of call centre telephone systems with knowledge of CRM systems to track and record information.

Throughout all of our operations we expect all our staff to behave by four simple values: Respectful, Responsive, Reliable and Resourceful.

Benefits

The salary for this role is £16.34 per hour and pension (up to 10% employer contributions).

Together, we continue to build an inclusive culture that encourages, supports and celebrates the diverse voices of our employees. Everyone is welcome.