What does your role involve? I’ve worked for The DPS for almost two years and I take inbound customer service calls in the contact centre, provide help and advice and resolve our customers’ account issues on a daily basis.
Usually, the calls are from tenants, letting agents and landlords wanting to know something about their account or deposits but we occasionally receive calls from solicitors and other third parties as well.
We’re able to access our customers’ account details so that when they call we have all the information we need via The DPS administration site – so we can see records of all previous notes, deposits and any issues in order to fully assist the caller.
When call volumes are high my days can be pretty full on and I can take up to 15 calls per hour. During quieter periods we catch up on admin and perform follow-up to the day’s calls.
What’s the funniest thing you’ve heard whilst at The DPS?
The funniest call we’ve received in the contact centre was actually nothing to do with deposit protection at all! One of my colleagues took a call the other day from a gentleman requesting we issue him with a new copy of his driving licence as he had lost his old one – unfortunately, we were unable to assist but did point him in the direction of the DVLA!
What’s the best thing about your role?
Being able to solve problems and send customers away happy. As a CSR I’m normally the first point of contact The DPS customers and my aim is always to make their telephone call a pleasant experience. In most cases, I am able to answer the question over the telephone, and it is always nice to receive a ‘thank you’ from the customer at the end of the call.
As well as the satisfaction of helping our customers, I love the people I work with! Everybody is very friendly and supportive; even colleagues in other departments who I don’t see on a daily basis. With the best will in the world we can’t answer all calls right there and then so need to call on the wider DPS team – they’re always professional and look to assist me as promptly and efficiently as they can.
What is Most Challenging? The most challenging aspect of the job is when I find myself in a situation where I’m unable to assist a customer over the phone. For example, the question could relate to a decision reached by an Adjudicator, in which case this has to be referred to the adjudication team. In this instance I’d normally ask the customer to send the enquiry to us in writing to ensure the customer gets their answer as soon as possible.
If you’ve been meaning to get in touch with us about an enquiry, give our team a call on 0844 4727 000 – you might get to speak to Chris!