Call Centre Operator

Key Responsibilities

• Receive inbound calls from social housing clients seeking to book appointments for various housing-related services. .
• Use a computerised system to accurately record and update client information, appointment details, and relevant notes.
• Verify client eligibility for social housing services based on established criteria and guidelines.
• Assess client needs and determine the appropriate appointment
• Schedule appointments in accordance with established protocols, ensuring optimal use of resources and minimising wait times.
• Provide accurate information to clients regarding appointment dates, times, locations
• Collaborate with internal departments and external stakeholders to facilitate the smooth coordination and execution of appointments.
• Follow-up with clients to confirm appointments, address any additional questions or concerns, and ensure a positive customer experience.
• Adhere to confidentiality and data protection policies to safeguard client information.
• Meet individual and team performance targets related to call handling metrics, such as call volume, average handling time, and customer satisfaction.
• Stay updated on social housing policies, procedures, and relevant regulations to provide accurate information to clients.

Requirements:

• Previous experience in a call centre or customer service role, preferably in appointment scheduling or bookings.
• Active listening skills and empathy to understand and address client needs.
• Strong organisational skills and attention to detail.
• Ability to navigate computer systems and proficiency in standard office applications.
• Ability to multitask and work effectively in a fast-paced environment.
• Problem-solving skills to handle challenging situations and find appropriate resolutions.