A day in the life of...
In this edition, we take a look at a work day for Kaara, a part-time Customer Service Advisor.
“It’s a Monday morning, and as usual it’s very busy! In my first 90 minutes, I’ve already taken calls about anti-social behaviour, support visits, local authority pest control, allocations, Housing Officer queries, rent payments and a requests for keys!
“And this is why I love my job, there’s such a variety of tasks and there’s really never a dull moment, but it does mean me and my colleagues need to learn all the time so we can help our customers.
“I always try and resolve a query first-time, but if I can’t I know that colleagues in other departments are on hand to use their expertise in a particular field to take over and I can return to the incoming calls help more customers.
“I love working in Customer Services. No two days are the same and having the flexibility to work on calls, emails and Reception Desk really suits me.
“I’m also lucky that I’m part of a great team who work hard, have fun and are happy to support each other and share knowledge.
“By the end of my shift, I’ve handled about 40 calls. It’s been a demanding day, but I’ve enjoyed being able to help our customers.”
Customer Services receive over 2,200 incoming calls on an average day.
Customer Service Advisors handle 57 different call query types on an average day.