1. Customer Care Line Induction
Lisa Pearce

3. Avis Rhodes
Customer Care
Manager
Colin McPherson
Team Manager
Lisa Pearce
Team Manager
Michelle
Sannerude
Team Manager

6. Much more than just a Call Centre!

7.  Take incoming calls
 Answer emails
 Deal with incoming post
 Collect and update Resident Details
 Provide an excellent front line Customer
Service experience
 NO REPAIRS!

8. 0300 123 3456 (option 2)
customercareline@familymosaic.co.uk
Customer Care Line
Pembroke House
11 Northlands Pavement
Essex
SS13 3DU
www.familymosaic.co.uk

9.  130,000 calls per year
 80% off calls within 20 seconds
 95% calls answered
 Automatic call backs
 25 staff

10.  Log in numbers
 Make Busy Codes
 Headsets
 Breaks
 Emails and Admin
 Log out and finish times

11.  Make appointments with NM’s and Options
Officers
 Deal with Anti-Social Behaviour
 Take complaints
 Process Parking Permits
 Refer tenants to pathways to work/welfare
benefits team
 Agree rent payment arrangements

12.  Set up Direct Debit payments
 Take payments over the phone
 Provide balances and statements
 Make alterations to tenancy agreements
 Grant permission for pets/resident
improvements/satellite dishes
 Take suggestions for environmental
improvements

13.  Process Transfer Applications and give advice
 Process Health and Disability Assessments
 Make bids on properties
 Process Mutual Exchanges
 End tenancies
 Deal with Property purchase or ownership
enquiries
 Deal with Estate Services

14.  DON’T WORRY!
 Intranet
 Website
 Colleagues
 Team Managers
 Other parts of the business

15.  80% of calls answered within 20 seconds
 No more than 5% calls abandoned
 No more than 5% calls result in repeat calls
due to actions
 Emails acknowledged within 24 hours and
responded to within 3 working days.

16. What we expect of you What you can expect from us
 To log 100% of calls and
emails received
 To aim for 100% quality in
all logged interactions
 To provide the best
Customer Service at all
times
 To take between 38-42
calls per day*
 To achieve 80% or over in
your probation period on
call/email coaching*
 To be the best you can be!
 Monthly 1-1’s with call
coaching
 Monthly statistics
 Yearly Personal
Development Plans
 Weekly Team meetings
and newsletters
 On going training and
coaching including visits
out of the office
 Opportunities to become
a specialist

17. Why do people go to
Disney World?
It starts with the
employee
experience
The most
important
employees
Why?
What do Disney
pride themselves
on?
It takes people to
make a dream a
reality

18.  Start Time
 10 minute Tea breaks
 One at a time!
 Be selfish!
 Lunch is either 1 hour or half hour for F/T

19.  Service Centre Calendar
 3 Full Time, 2 Part Time (4 max)
 Full and half days
 Email CCLTeamManager with dates
 Leave folder
 Manager to authorise

20.  Call in at least 1
hour before shift –
01268 498592
 Stages – page 2
 Self certificates
and doctors
certificates
 Return to work
discussion

24.  Ask ALL residents security questions
 If they cannot answer or answer incorrectly
no information can be given
 General Enquiries
 Third Party Authorisation/Power of attorney
 External Agencies
 Permission on call

26. Be the best you can be!

30.  What would you do if you took a call and it
went badly?
 We would encourage you to speak to Lisa,
Colin or Michelle and we can listen back to
the call with you
 We can then score you on a mock sheet and
discuss areas that you may need further
coaching/training
 This will not be part of your 1-1!
 Don’t be afraid to highlight your mistakes,
you can only learn from them.

33.  Greeting
 DPA confirmation
 Have a conversation
 Build Rapport
 Summarise
 Corporate Ending

34.  Front line Customer Service = the occasional
angry customer
 What is an aggressive customer?
 How do you deal with an angry customer?
 What you should do if you feel yourself
getting upset?
 Take a break

37.  Top 50 2010
 Calls – 31st
 Emails – 20th
 Top 50 2011
 Calls – 18th
 Emails – 12th

38.  Write down 3 things you have ‘done’ or ‘facts
about yourself.
 2 must be true and one must be a lie.
 You have 3 minutes to do this
 We will then take turns in the hot seat to
read out each statement and each person
can pick which on they think is the lie.

39. They are face, we are the voice,
together we can…

42.  Direct Debits
 Rent Card
 Telephone payments
 All pay
 SMS Text Messaging
 Housing Benefit

43. Customer Care Line and Housing
Management do not deal with
repairs!
0300 123 3456 (option 1)

44.  Routine Repairs are
to be completed
within 28 days
 Urgent Repairs
within 7 calendar
days
 Certain repairs can
be recharged to the
resident
 Gas Safety Checks
completed every
year
 Pests and the Local
Authority
 New Homes and
Defects Period
 Repairs Obligations

45. What can we do?

46.  Starter Tenancies – 6 months
 Temporary Housing – Assured Shorthold
Tenancies
 Assured Tenancies

47. Query Answer
 Mr Monopoly and Miss
Cluedo plan to get
married in 2 months.
 Mr Monopoly is a sole
tenant but would like
his soon to be wife to
be added to the
tenancy.
 A clear rent account
 Initial Interview and
marriage certificate
sent in to CCL.
 Absolutely sure as
lose sole rights to the
tenancy
 Call back when
married and we can
start process

48. Query Answer
 Mr Kerplunk calls in
and would like to
know if his wife, Mrs
Kerplunk can take
over the property if
he moves out.
 Determine whether it
is a joint or sole
tenancy.
 If sole, no tenancy
will end.
 If joint tenancy, then
an appointment can
be booked by CCL
with the NM.

49.  Joint tenancy?
 Married or in a civil partnership?
 Other Family Members?
 Does the tenancy need ending?

50. Helping the vulnerable

51. When you are on a
call and you feel that
something is not
quite right, a tenant
is particularly upset
or seems vulnerable,
what would you do?

52.  Floating support services in London and Essex.
 Short term visiting support service to people
living in the community.
 Staff can assist people with many issues
including debt management, budgeting skills and
housing options
 Signposting to other agencies that may be of
assistance
 CCL sometimes get calls about this and can
forward it onto the relevant floating support
team.

53.  Housing Benefit
 Jobseekers Allowance
 Employment and Support Allowance
 Disability Living Allowance
 Pension and Tax Credits
 Grants and Loans

54.  Employment opportunities
 Apprenticeships
 Training courses on a range of subjects
 Help and advice on writing CV’s, job
applications, having interviews and
successful job searching.

55.  Tenant Board
 Panel Plus
 Regional Forums
 Customer Panel
 Repairs Panel
 Resident’s Association
 Scrutiny Panel