A day in the life of a customer service advisor

In the first of a series of articles, we speak to various members of NHG staff from across the organisation about their role and what their typical day (or week) is like.

Isaiah Olumoroti is a customer service advisor based at our Customer Centre in Chelmsford.

What is your role at NHG
As a customer service advisor, I currently deal with housing issues but I’m receiving training to deal with repairs enquiries. I also help residents to sign up to our digital services if they are unsure how to do that.

How long have you been working at NHG?
Since September 2019. This is my first job at NHG, I was selected after replying to an advertisement.

How many colleagues do you have?
There are seven in my team. With all the other teams, there are between 60 to 80 staff.

What are your working hours?
I start at 8am and finish at 5pm. I live in Dagenham and drive to work, about 35 minutes.

How many calls a day do you receive?
Up to 70 on very busy days but the average is around 50.

What’s the busiest time?
Mondays and Fridays with most residents calling to report a repair or pay a bill. We only take payments on weekdays as weekends are for emergency calls only.

What are the most frequent subjects that residents contact you about?
Making rent payments, wanting to arrange meetings or calls with a housing officer and arranging repairs.

Do you ever get any strange or odd calls?
I sometimes get calls that are nothing to do with housing and the resident just wants to talk to someone. But regardless of the topic, all calls are logged and passed to the relevant housing officer.

Do you receive training in helping angry or distressed callers?
Yes. Helping someone who is angry or distressed is part of our job.

What do you like best about your job?
Getting a great result for an issue that has been unresolved for a while, so going the extra mile and getting thanked by the resident is always very satisfying.

Isaiah was interviewed by a resident.