Customer Service Advisor Birchwood
Job description
Job Title: Customer Service Advisor
Salary: £21,000 rising to £23,000 on completion of probation
Location: Homebased North West
Contract Duration: Permanent
Hours: 35 per week (on a rota basis)
So…. What is this role exactly?
We have a small number of Customer Service / Contact Centre Advisor opportunities – you’ll be joining a team who excel at providing excellent customer service.
You’ll be homebased and it’s essential you live within a 25 mile radius of our Head Office in Warrington.
It’s a great time to join our friendly team, as we embark on finding out more about what matters to our customers and how we can continue to improve the service we offer.
We are looking for someone who is customer focused and a confident problem-solver.
What will my working week look like?
Working from home (in the Northwest), you’ll be working a 35 hour weekly rota, which includes working Monday-Friday 8am to 7pm; working approx. 1 in 4 Saturday’s 9am to 5pm and Bank Holidays are worked on a rota basis between 10am and 2pm.
What’s it like working from home?
Following a 3–4 week induction at our Head Office in Warrington, when you’re ready to ‘go it alone’ you actually won’t be – alone that is! Even though you’ll be working from your own home, it’ll be like your Team Leader is right there with you. Whenever you need to speak with them, either directly or via Microsoft Teams chat, they’re always on hand to support you, to help you deal with customer’s query at their first point of contact - so that’s a win: win for you and the customer!
It’s important your workspace at home is interruption free, to ensure a good experience for our customers. You will receive a laptop and headset for your role and also a desk and chair if you need them.
What will I be responsible for doing?
First and foremost, as a Customer Service / Contact Centre Advisor you will be handling incoming queries (by phone, email, and webchat) providing first line support to tenants, seamlessly switching between taking calls to dealing with digital enquiries.
One of the great things about this role is having the opportunity to make a real difference for every customer. Whether it’s diagnosing a repair or dealing with something a little more complex (like antisocial behaviour) we believe every contact count and you will be supported to provide first call resolution whenever possible.
And what would make me stand out from the crowd?
To be a successful Customer Service / Contact Centre Advisor here at YHG, you will have….
- exceptional customer service skills gained through relevant experience
- experience of communicating effectively with people via telephone, email and webchat
- a good working knowledge of IT and Microsoft systems
- good Literacy and communication skills
Ideally you will….
- be a collaborative team player
- be flexible and resilient
- have experience of working in a busy contact centre environment
This role is really suited to someone who is you passionate about taking a “Right First Time”, approach with each customer, ensuring an excellent service experience, each and every time.
This role also offers genuine progression opportunities, after a minimum of 12 months as a Customer Service Advisor, you’ll be able to apply for other roles within YHG, to progress your career further.
For more detail on the role, please review the role profile available by visiting the vacancy on our website - www.yourhousinggroup.co.uk/careers
That all sounds great, what’s in it for me?
In return we offer a salary of £23,000 for a 35 hour week, and 25 days annual leave (holidays also increase with length of service) plus Bank Holidays, but our employee deal offers much more than just a competitive salary and holiday allowance.
We offer a home working culture, giving you more time at home, no more daily commute or the expense that comes with that. However, we know that those social interactions with your teammates are also important, so we have a state-of-the-art collaboration space based in Birchwood, Warrington (which you’ll need to be able to comfortably commute to when needed for team days, meetings, and training etc).
On top of this, we’ll provide you with a great benefits package, including a contributory pension where we match whatever you choose to contribute (up to 8%), an advanced level Healthcare cash plan through BHSF, that doesn’t just provide dental and optician cashback but also health and wellbeing benefits (such as 24/7 GP Access, money back from prescriptions and alternative therapy treatments) and an amazing discount scheme that gives you access to half price cinema tickets, subsidised gym memberships and a huge range of discounts with some of the biggest high street and online names.
For more of our great benefits, please review the benefits information sheet available by visiting the vacancy on our website - www.yourhousinggroup.co.uk/careers.
And who are Your Housing Group?
Your Housing Group is a registered social landlord helping people at every stage of life to live in quality homes they can afford.
As one of the North’s sector-leading landlords, we are proud to play our role in tackling the UK's housing crisis by continually reinvesting in our 29,000 properties and tailoring our services to meet the diverse needs of our customers. We also build over 1,000 new homes each year.
We’re an employer of choice, over 88% of colleagues here recommend us as a 'great place to work'.
Closing Date: 16th June 2023
We review applications as they’re received and reserve the right to close this advert early; if you’re interested, please apply ASAP to avoid disappointment.
Your Housing Group values diversity and encourages applications from all communities. Your Housing Group operates a Guaranteed Interview Scheme for any applicants who declare they have a disability. If these applicants meet the minimum requirements for the role (as set out in the role profile and/or advert) they will be guaranteed an interview. Some roles may be subject to probity checks which will override the scheme where a potential conflict of interest or a probity matter has been identified. YHG1
