Customer Support Officer

Connect2Luton are excited to recruit a Customer Support Officer on behalf of Luton Borough Council.

Main purpose of position:

To provide a front line customer interface as part of a responsive repairs control centre, ensuring "right first time" completion of repairs for a range of customers. To provide first contact resolutions to customers through the control centre maintaining the highest standard of customer service at all times. To provide full administrative support to different departments within the BTS.

Actively contribute to the achievement of the wider Housing Landlord aims, operational objectives and future state.

You will be responsible to:

• Provide a customer focussed front end service for the reporting of repairs through telephone contact with customers, use skilled questioning techniques to accurately diagnose repairs to assist in the provision of a "right first time" service, whilst communicating politely and tactfully in order to meet the individual customer's needs. Ensure that work orders for responsive repairs and maintenance are accurately processed from end to end. This will include raising jobs, classification, prioritisation and making customer appointments, (work planning).
• Follow defined administrative procedures in relation to a variety of processes such as job ticket completion, electric appointments and spreadsheet maintenance, Gas boiler service completions and Gas scheme's, day to day repair administration, complaint management, invoice and GRN's. Maintain on a day to day basis the Divisional input into Trent or other corporate system as required, records such as sickness absence, annual leave, performance appraisals and training. Ensuring the data is correct, current and entered accurately and that records are kept up to date.
• Participate in the collection, collation and analysis of customer satisfaction data that will be used to inform performance reporting and service improvement activity. This will include conducting customer surveys over the telephone daily and collating post inspection data. Process purchase orders following the defined procedures in order that materials are supplied to meet the requirements of the service.
• Process invoices for payment and to raise invoices for collection of income from both work in progress and completed jobs. Update records and provide management with statistical and general ledger information. Administer Planned/Contract/Void/Day to Day Maintenance files, ensuring that necessary paperwork is incorporated as defined in Departmental procedures.
• Use initiative, skill and experience to make informed decisions to resolve queries and telephone enquiries at first contact, escalating only the most complex cases.
• Maintain on a day-to-day basis all Building and Technical Services IT and information systems, including ensuring data is correct, current and entered accurately.

Skills and Experience:

• Demonstrable experience of dealing with front line enquiries from members of the public
• Able to communicate effectively and politely, in writing and verbally, with a range of people including customers, internal colleagues and external agencies
• Able to use computer technologies including word processing, spreadsheet e-mail, databases etc
• Able to work on own initiative within guidelines, planning, prioritising and organising work
• Able to work to procedures, guidelines and targets / deadlines
• Demonstrable experience of working in a call centre and/or customer services
• Able to attend sites throughout the borough as required

About Us

Luton Borough Council have partnered with Kent County Council to create Connect2Luton, a recruitment managed service for all contingent temporary agency, contract, and interim roles at the Council.

Our heritage and being local government owned which means we have a wealth of knowledge and expertise within the public sector, with many of our employees having previously worked for the Council or have supplied previously into the Council, for several years.

We are an equal opportunities employment agency and business that positively encourages applications from all suitably qualified and eligible candidates.

Connect2Luton is a trading style of Luton & Kent Commercial Services LLP - A joint venture between Luton Borough Council & Commercial Services Kent Ltd. Connect2Luton is an equal opportunities Employment Agency & Business. It positively encourages applications from all suitably qualified and eligible candidates.