Newport City Homes are seeking to procure a new Out of Hours Contact Centre Operations provider

NCH is seeking to procure a new Out of Hours Contact Centre Operations provider. Our objective is to provide 24x7 support to our customers across a range of tenures. We are seeking a service provider who can provide both the operational and technological support to cover the following activities:

a.Support inbound and outbound calls for general customer queries, service Requests or Complaints about services

b.Receive to customer contact through a range of different communication channels (telephone calls, email, web chat, social media, NCH App messages)

c.Respond to customers professionally in line with the association’s Customer Service Standards, using their preferred choice of communication channel.

d.Support customers with any technical difficulties in accessing services on Mobile App & Website

e.Transfer calls to repair and operational teams where specialist advice or support is required.