Customer Care Advisor

A Day in the Life of Dan Sayle – Customer Care Advisor

Everyday is a busy day at Dane Housing and I face many challenges in my role as a Customer Care Advisor. My day begins early as the doors open to the public at 8.45am. The Contact Centre begins to receive calls at 9am after checking any messages from our overnight recording service. 

We are the first point of call for customers and we deal with a variety of calls which can range from reporting and logging repairs to helping other agencies needing help or wishing to speak to other members of staff. In every situation we endeavour to help the customer at the first point of call or transfer to the department concerned. Should a call that we are trying to transfer go to voicemail then we will take a message on their behalf.

The majority of our daily calls are from residents reporting repairs and immediately we log the job onto our computer system whilst the resident is on the telephone. We can then ensure that arrangements are made for a tradesperson to carry out the repair at a convenient time and within the target date. Other calls may include helping with housing applications, waiting list advice and other housing services. We always try to assist the customer with their query but if this is not possible, we transfer the call to the relevant department.

As well as having responsibility to take telephone calls in the contact centre, we share reception duties on a rota basis which involves meeting and greeting customers or clients that visit our office at Shepherds Mill. We ensure that customers are signed in on our visitors’ book and contact the relevant department to inform them of their arrival. We take rent and sundry payments as well as make appointments for customers to meet with staff members.

I enjoy working as part of the Customer Contact Centre as the people on our section are fantastic. We all work really hard together and therefore make a great team!

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