Senior Customer Support Officer

  • £16 - £17 per hour
  • Luton, Bedfordshire

Monday - Friday
8am - 4pm
Temp - Perm position
£16-17p/h PAYE
Office based
Must have strong call centre experience


Under direction co-ordinate, direct and guide the administrative functions for our client with the specific focus on supporting the achievement of the Division's aims and objectives, statutory obligations, performance targets, customer satisfaction and value for money.

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


In conjunction with the Contracts Manager (Repairs) and Team Supervisor's direction, plan and control the day-to-day activities of the Customer Support Officers (CSO's) so that they carry out their principal responsibilities effectively and efficiently to meet workload and demand, ensuring adherence to our clients administrative policies and procedures. Carry out daily monitoring and maintenance of the staff rota so that key areas of the business are adequately staffed to meet service demands.

Provide mentoring and support to ensure adherence to our clients administrative procedures in relation to a variety of processes such as call centre administration, job ticket completion, electric appointments, spreadsheet maintenance, Gas boiler service completions and Gas scheme's, day to day repair administration, invoicing and GRN's. Ensure records such as sickness absence, annual leave, performance appraisals and training are current and entered accurately and that records are kept up-to-date. Under direction provide support to the recruitment process for our client, logging demand to hiring successful candidates.

Under the supervision of the Contracts Manager (Repairs) and the Team Supervisor monitor and adhere to the Council's complaints procedure and ensure that all correspondence in regards to complaints is completed in line with council policies. Ensure complaints are responded to within set timeframes and that all complaints and FOI requests are logged and assigned to the correct manager.

Support the Contracts Manager (Repairs) and the Team Supervisor collating and providing monthly performance metrics, (against the team's Key Performance Indicators) for review by the BTS Management team, so that current performance and trends affecting the business are clearly communicated and initiatives for improvement identified.

Monitor/supervise team performance and attendance, against defined objectives, in accordance with the Council's policies and procedures. Provide input to performance appraisals, 1-1's and sickness absence reviews, taking remedial action as required with minimal direction. Identify any issues and raise concerns with the Contracts Manager (Repairs) and the Team Supervisor.

Respond to telephone and written enquiries/complaints across the range of Division activities utilising the range of experience and skills across the team. Operate in an efficient and customer focussed manner. Use initiative, skill and experience to make informed decisions to resolve queries and telephone enquiries at first contact, escalating only the most complex cases. This will include a need to liaise with Work Planners, trade/technical staff and customers, and to respond effectively to urgent orders and requests.

Undertake the administration of meetings for managers relating to disciplinary procedures, capability and sickness absence, including taking minutes of interviews and hearings as required. Provide cover for the Contract Manager (Repairs) and Team Supervisor as required. Provide cover for Reception duties to ensure our client Reception is maintained at all times to provide a welcoming and customer focused service.

Compile monitoring information and report statistics and trends through to operational managers. Hold and maintain the accident book. Follow all relevant procedures to ensure accidents are appropriately recorded. Liaise with the Health and Safety Officer to review such accidents and ensure that this is reported to the Management Team

Participate in the continuous improvement of the Customer Support Team, including recommending new working methods and involvement on working groups to review, recommend and develop improvements in supporting the business.

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