Customer Contact Advisor London, England
Job description
Contact Centre Agent
£27,220 per annum
Permanent
Hybrid work pattern – 2 days per week in Ealing office
Monday-Friday 08.30-17.30 (part-time considered)
Start date Monday 19th June 2023If you want to be in a role that allows you to directly impact our customers whilst being part of friendly and customer-focussed team, then this is the role for you. With support and guidance on hand throughout your training, no housing-related experience is necessary. All we need from you is excellent customer service skills and attention to detail.
What we offer
· A competitive salary
· 25 days’ holiday (Plus Bank Holidays) increasing up to 28 days with 3 years of service
· Permanent and fixed-term employees receive of up to £300 to use towards health and lifestyle benefits for both you and your family.
· Up to 8% contributory pension
· Flexible working
· Investment in your learning and development.
· Discount and benefits employee portal
· 24/7 access to employee assistance programme
What to expect:
You will be the voice of A2Dominion in supporting our customers with queries such as making payments, booking appointments and repair issues with the aim of first call resolution. No day is ever the same working in our contact centre, you will be putting customer experience at the heart of what you do and demonstrating passion in what you do. You will manage and resolve each query with a dedicated and positive attitude, putting people first by working for a company with a social purpose to make lives better.
Responsibilities will include:
· Contribute to the effective running of the contact centre managing inbound calls from our residents, ensuring calls are answered and dealt with in average call handling time to ensure a high-quality responsive experience.
· To understand, assess and manage queries, concerns, or complaints to ensure we achieve satisfactory outcomes and escalating when appropriate
· Record initial repair & maintenance requests and arrange appointments by consulting with internal and external stakeholders
· Deliver services in a clear and understandable way that meets the diverse needs of our customers & communities
· Work towards company service level agreement in line with individual and team KPI’s
· Managing multiple IT systems to all calls and outcomes
More about you:
· You will have proven experience of delivering exceptional customer service, turning problems into solutions
· Experience of dealing with difficult or challenging situations
· A commitment to finding the best solutions for each customer enquiry
· Ability to multitask when talking to customers, updating systems, and booking appointments
· Basic knowledge of Microsoft office is essential as we use multiple IT systems
· Some of our calls can be difficult, so you will need to prove resilience
· Able to show an ability to work towards and achieve targets
Training: Please note successful applicants will be required to undertake a 6-week training programme starting on Monday 19th June which will take place at our office in Ealing. You will have to attend on a full-time basis; Monday to Friday. Following training, you will work on a rota: 08:30-16:30, 09:00-17:00 and 09:30-17:30
A2Dominion is a residential property group with a social purpose to improve people’s lives. While we take a commercial approach to housebuilding, we reinvest all our profits into building more new homes and supporting the communities in which we work. We’re a strong player in our field and we’re part of the G15, a group of the largest housing providers in London. We’re proud of our commitment to our customers.
If you require a reasonable adjustment during the recruitment process, please contact our Talent Team to request: [email protected]
A2Dominion Group is a Disability Confident Employer which means that we are committed to employing disabled people and will:
- actively look to attract and recruit disabled people
- provide a fully inclusive and accessible recruitment process
- offer an interview to disabled applicants who meet the minimum criteria for the job
- be flexible with assessing people so disabled applicants have the best opportunity to demonstrate that they can do the job
- make reasonable adjustments as required
At A2Dominion Group, we recognise the positive value of diversity, promote equality and inclusivity in our hiring processes. We always aim to recruit the person who is most suited to the job and welcome applications from people of all backgrounds – men and women, people of all ages, sexual orientations, nationalities, religions, and beliefs.
Meeting the role requirements
We recognise that some females will only apply for a role if they meet 100% of role requirements. If this sounds like you, we’d still encourage you to apply and also to arrange a call with one of our recruitment team to discuss your application further at [email protected].
A2Dominion are proud to be a family friendly employer.
Job Types: Full-time, Permanent
Salary: £27,220.00 per year
Benefits:
- Additional leave
- Company pension
- Cycle to work scheme
- Employee discount
- Health & wellbeing programme
- Referral programme
- Work from home
Schedule:
- Monday to Friday
Experience:
- customer service: 1 year (preferred)
Licence/Certification:
- Driving Licence (preferred)
Work Location: Hybrid remote in London
Expected start date: 19/06/2023
