FAMILY MOSAIC Customer Care Line Induction

Lisa Pearce

WELCOME!

WELCOME!

Avis RhodesCustomer

Care Manager

Colin McPhersonTeam Manager

Lisa Pearce Team Manager

Michelle Sannerude

Team Manager

INDUCTION PACKS

MR AND MRS

CUSTOMER CARE LINE

Much more than just a Call Centre!

WHAT DO WE DO? Take incoming calls Answer emails Deal with incoming post Collect and update Resident Details Provide an excellent front line

Customer Service experience NO REPAIRS!

HOW TO CONTACT US

0300 123 3456 (option 2)

customercareline@familymosaic.co.uk

Customer Care LinePembroke House11 Northlands PavementEssexSS13 3DU

www.familymosaic.co.uk

HOW MANY CALLS? 130,000 calls per year 80% off calls within 20 seconds 95% calls answered Automatic call backs 25 staff

THE DOG AND BONE Log in numbers Make Busy Codes Headsets Breaks Emails and Admin Log out and finish times

WE CAN… 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

WE CAN… 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

WE CAN… 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

HEAD ABOUT TO EXPLODE? DON’T WORRY! Intranet Website Colleagues Team Managers Other parts of the business

TEAM TARGETS 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.

YOUR PERFORMANCEWhat 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

DISNEY EXPERIENCEWhy 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

TEA’S UP! Start Time 10 minute Tea breaks One at a time! Be selfish! Lunch is either 1 hour or half hour for

F/T

OFF TO SUNNIER CLIMATES? Service Centre Calendar 3 Full Time, 2 Part Time (4 max) Full and half days Email CCLTeamManager with dates Leave folder Manager to authorise

UNDER THE WEATHER? Call in at least 1

hour before shift – 01268 498592

Stages – page 2 Self certificates

and doctors certificates

Return to work discussion

DEPARTMENTAL PROCEDURES

YOUR DESK IS YOUR TEMPLE!

DATA PROTECTION

BETTER SAFE THAN SORRY 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

LUNCH

CUSTOMER SERVICE

Be the best you can be!

HOW DO WE WANT OUR RESIDENT’S TO FEEL?

Wanted

Welcomed

Cared ForRemembered

HOW DOES IT LOOK AND SOUND?

A GOOD CALL…

A BAD CALL… 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.

HOW?

EMPHASIS

HOW DO WE BUILD RAPPORT?

ARE WE REAL PEOPLE NOT ROBOTS?

Greeting DPA confirmation Have a conversation Build Rapport Summarise Corporate Ending

AGGRESSIVE CALLERS 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

WHICH IS BETTER - OPEN OR CLOSED?

HOW DO WE CATCH PEOPLE DOING THINGS RIGHT?

HOW DO WE BECOME THE BEST?

Top 50 2010 Calls – 31st

Emails – 20th

Top 50 2011 Calls – 18th

Emails – 12th

PORKIES 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.

HOUSING MANAGEMENT

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

WHAT IS A NEIGHBOURHOOD MANAGER?

WHAT ESTATE SERVICES DO WE OFFER?

HOW DO RESIDENT’S PAY THE RENT? Direct Debits Rent Card Telephone payments All pay SMS Text Messaging Housing Benefit

HOW ARE REPAIRS REPORTED?Customer Care Line and Housing Management do not deal with repairs!

0300 123 3456 (option 1)

HOW LONG DO REPAIRS TAKE? 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

CHANGES TO TENANCY

What can we do?

TENANCIES Starter Tenancies – 6 months Temporary Housing – Assured Shorthold

Tenancies Assured Tenancies

SOLE TO JOINT

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

JOINT TO SOLE

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.

WHAT HAPPENS WHEN A RESIDENT PASSES AWAY? Joint tenancy? Married or in a civil partnership? Other Family Members? Does the tenancy need ending?

SUPPORT FOR OUR RESIDENTS

Helping the vulnerable

NEED A HELPING HAND?

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?

FLOATING SUPPORT 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.

WELFARE RIGHTS TEAM

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

WORKING 9-5! 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.

GETTING INVOLVED Tenant Board Panel Plus Regional Forums Customer Panel Repairs Panel Resident’s Association Scrutiny Panel

ANY QUESTIONS?

Thank you for listening!

FAMILY MOSAIC