Salary: £124.80 per week

Closing Date: Friday, 13 April 2018

For more information, click here.

To undertake telephone customer survey as required by Ongo Customer Support Centre. To deliver the highest standards of customer care with enthusiasm and professionalism, always workings to resolve customer queries at that initial point of contact (Right first time). To record feedback using ICT and bespoke software. 

Overall Purpose of Job

To undertake a range of customer satisfaction surveys, accurately capturing customer feedback and comments about Ongo service delivery.  

Providing lunchtime reception cover greeting and signposting customers and visitors to Ongo to the appropriate person.

Main Responsibilities

Working with a range on bespoke computer systems to undertake customer satisfaction surveys in relation to a wide range of Ongo services including customer service, repairs, investment, letting’s and anti social behaviour.

Capturing accurate information from customers within surveys ensuring all customer comments positive and negative are recorded on surveys.

To refer any instances of service request or enquiry to the customer service team in accordance with procedures.  

• To provide reception holiday cover for Customer Service Assistants.
• Providing a welcoming first point of contact for visitors into the customer centre.
• Signing and booking in visitors in accordance with their enquiry.
• Signposting customers to other agencies where necessary.
• To ensure that all aspects of the work are delivered in a customer focused manner.
• To work consistently in line with the Company’s values and objectives.
• To undertake customer profiling surveys to assist in keeping customer records up to date.
• To uphold the Company’s Equal Opportunities and Diversity Policy and Health and Safety Policy in all aspects of the work.
• To observe and comply with all the Company’s policies and procedures.
• To work flexibly to ensure that a reliable and first rate service is available to customers 24 hours a day, 7days a week. This may require late night/ Saturday morning working.

Creativity & Innovation

• The ability to recognise customer dissatisfaction and service requests in conversations and utilise relevant referral processes.

Contacts & Relationships

• Continuous contact with customers, building rapport for the purposes of understanding their opinions.
• Contact with staff within the customer service team, referring on customer enquires as necessary.

Decision Making - Discretion

What decisions will the employee need to make in the job, and how much of the company will their decisions affect? What rules, procedures and guidance, if any, will they have to follow? 

• Makes appropriate choices and decisions when assisting customers with their enquiries taking into account customer expectations and resource limitations.
• Decides when and where to refer enquiries, and when to retain or relinquish control of the enquiry.
• Ability to make timely and effective decisions with conflicting priorities and changing demands.
• Assesses when the delivery of a positive outcome for customers is threatened by inappropriate procedures and policies, and acts to prevent that happening.

Decision Making - Consequences

What is the impact of the decisions the employee makes, and who or what will their decisions affect?

• Consequence of breaching the Data Protection Act, fines.
• Poor Customer Service leading to complaints.

Responsibility for Resources

• Laptop, headphones, cables.

Work Demands

• Ability to work flexibly and occasionally outside normal working hours, including evenings and Saturdays.
• Able to meet organisational deadlines with conflicting priorities due to changing circumstances.

Physical Demands

• Post will be office based.

Working Conditions

• Post holder will be office based and work under supervision.

Work Context

Will occasionally have to deal with potentially difficult customers in challenging situations over the telephone or face to face, where support will be provided. 

Health & Safety

Operative  – To be aware of risks to personal safety, other employees, customers, company property and company reputation and to highlight such risks to managers immediately.

Manager/Director –  To be aware of risks to personal safety, other employees, customers, company property and company reputation and to promote a culture of risk mitigation in the planning and execution of all tasks.

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