Customer Contact Advisor London, England
Job description
We have a new and exciting opportunity for a Customer Contact Advisor to join a unique and award-winning housing association at a time of change and new beginnings.
As a Customer Contact Advisor, you will deliver consistently high quality, effective and empathetic service to all residents and other customers whenever they contact Phoenix to provide a responsive service to customers contacting us by telephone, in person or digitally, consistently striving to resolve customer enquiries at the first point of contact where possible.
The successful applicant will use their knowledge and skills and to give accurate, relevant information in response to general enquiries and repair queries/appointments, ensuring accuracy when recording conversations and interactions with residents. Experience working in a customer-focused environment, dealing with customers from a variety of backgrounds and an understanding of office and administrative procedures is essential as well as knowledge of data protection regulations. A focused collaborative approach to working within a team and a wider community while maintaining a positive approach to excellent customer service, care delivery and a commitment to quality is also required for this role.
About Phoenix Community Housing
Phoenix is a housing organisation with a difference. We’re led by our residents, with a tenant as our Chair and with residents as the largest group on our Board. Some housing associations talk about resident involvement. We live and breathe it every day.
We believe this is our core strength and it’s helped us achieve a wide range of accolades and awards.
We’re based in south Lewisham, London, and are proud to be building new homes in our area. We’ve grown as a housing association, and we now manage more than 7,700 homes, with around 6,500 social rented homes, 1,200 leasehold properties and more than 30 shared ownership properties.
Our new Corporate Plan will help us deliver on our vision of ‘together building a better future for our Phoenix Community’, supported by strategies to refresh our approach to resident involvement, customer service, sustainability and ensuring that all residents can enjoy good quality, safe and affordable homes.
Our big ambitions apply to our staff too. We are pleased to offer a generous benefits package, including our wellbeing programme, comprehensive learning and development and a culture of employee involvement.
If you think you’re the right person to help us, make the next stage of our journey, then we’d love to hear from you. We strongly believe in a work-life balance, so we’d be pleased to talk about part-time flexible working and job-sharing options.
Phoenix is committed to safeguarding and promoting the welfare of vulnerable groups, and we expect all staff and volunteers to share this commitment.
We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, or age.
