Day in the life of a Customer Service Advisor

As part of National Customer Service Week, we thought we would share with our customers an overview of what it is like working to work in our Customer Hub.

On average we deal with 1929 calls a month, 1289 emails and 48 live chats with all enquiries varying consisting of diagnosing and logging repairs, taking rent payments, lettings enquiries and signposting for help and support.

Our Customer Hub is at the heart of SLH and is usually the first point of contact for our customers to be able to easily access the services and support they need. The Customer Hub Team ensure that we deliver an excellent customer experience to all our customers both on the phone or during a visit to the office.

Meet Leanne, our Senior Customer Services Adviser.

Hello, my name is Leanne, and I’m part of the Customer Hub team here at South Lake Housing. I think the rest of my colleagues would agree and say that no two days are the same working in the Customer Hub but I’ve highlighted below some of the key elements of what a typical day looks like.

First things first, I will check the out-of-hours reports from over the weekend or from the following evening to make sure that all emergencies customers have reported have been resolved.  If there are any enquiries that were reported but not classed as an emergency, I will arrange for one of our operatives to attend to complete the repair as soon as possible and liaise with the customer to find a suitable date/time.

Throughout the day I will regularly look through the Customer Hub emails and answer incoming calls from customers regarding enquiries such as repairs, ground maintenance, lettings and anti-social behaviour complaints.

The Customer Hub Team work very closely with our operatives and surveyors and have frequent contact throughout the day to book repairs in and follow up on repairs at customers’ homes.

“Working in partnership the Customer Hub Team helps to make the customer experience as seamless as possible by getting the repair right the first time, to a high standard and with as little inconvenience as possible for the customer.’ – James Multi-Skilled Operative

I also deal with Preserved Right to Buy enquiries and will work with our customers to support them through this scheme if they decide they want to purchase their home.

To end the day, I will check for any outstanding enquires that customers have raised and work to get these resolved as soon as possible. There is no better feeling at the end of the day than when you have helped a customer and resolved their issue and feel that you have made a difference to them.

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