SITUATION
TASK
ACTIVITY
RESULT
MAKING EFFECTIVE DECISIONS
Riverside Housing,
each call required effective decision-making to determine the best outcome for each situation.
use my initiative and knowledge of processes and systems to be able to deal with each call in an informed and understanding
manner.
Some calls were sensitive in nature
remain unbiased and communicate clearly to build rapport with each caller in various highly emotional situation.
repair reports important to obtain as much information as possible to be able to make accurate decisions/managing customer
expectations.
make important judgement
Property of a pregnant tenant, with young children had been flooded left without electricity, it was late in the evening, unable to
get through to the on-call housing manager
all contractors were advising delayed responses, took ownership and through exploring options and discussing with
colleagues /made the decision to arrange emergency accommodation until the issue could be resolved.
followed up this call and over the course of the next few days. The tenant was rehoused within the same area,
crucial as her children attend school nearby.
credited for my fast and effective response whilst working under pressure.
tenant called back some weeks later to thank me/ compliment was raised by my colleague for showing commitment, dedication
& going the extra mile.
DELIVERING AT PACE
pace and progression was vital.
(2006)service level agreement was at 1 minute 50 seconds, reduced to 45 seconds due to business growth and
demand.
Calls had to be answered within 10 seconds of wrapping up.
my responsibility to ensure I could work fast efficient and effectively.
tenant called to report a few repairs, report Anti-social behaviour and pay rent.
challenging as calls had to be wrapped within 4 minutes 30 seconds.
would always take ownership and set out to complete the simple tasks first before moving onto the more
complex which was anti-social behaviour (ASB). decided to take rent payment then log repairs onto our
system before finally raising the anti-social behaviour complaint.
Although management did make an exception that occasionally staff may exceed their call targets due to the
complex nature of our job, I managed to remain positive and focused on obtaining factual and relevant
information to help speed the process .
This call did last under 6 minutes however when discussing with my team leader at my one-to-one, we both
agreed that nothing more could have been done to reduce the length of the call .All advisors would work
together and remain supportive of one another.
able to take any feedback positively.
SITUATION
TASK
ACTIVITY
RESULT
MANAGING A QUALITY SERVICE
Frontline service providers
trained with specialised skills for handling customer problems, receiving customer feedback, and ensuring
service that consistently exceeds expectation.
Communication is key in customer service, being able to communicate clearly and keeping customers informed
enables the handlers to build trust and reassurance .
working at Riverside rewarding,
always felt a great deal of satisfaction from dealing with customers.
Some calls were distressing due to their nature ,
show empathy & sympathy with customers & being attentive to their needs.
This kept me motivated to always go the extra mile and exceed expectations .
Upon receiving a call from a tenant in arrears and had a pending eviction.
listened and understood allowing me to reassure them that a solution is still possible.
advised that they should still attend court to explain their circumstances.
During call I was able to liaise with our money advice team who arranged for weekly payment plan of 3.60 to
be debited to help reduce the arrears.
discussed this with our arrears team. Tenant had been advised that we must comply with company
guidelines/procedures
tenant was satisfied with my response .Notes had been added onto our CRM system with the local division
being notified via email of the discussion and actions which had taken place.
As service level is our main focus at Riverside housing this was achieve well within (under 5 minutes),credit to
work colleagues for being responsive ,proactive and working together efficiently
