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Customer Service Advisor - UK BASED ONLY
Permanent & Fixed Term Contracts available
Location: Homeworking
Hours: 35 hours per week, scheduled between 8am - 6:15pm, Monday - Friday*
Salary: Inside London £22,916 - £24,536 pa
Outside London £21,840 - £23,460 pa

Closing date: 11th August 2023

All successful candidates will be invited to a telephone assessment between Tuesday 22nd August to Friday 25th August 2023.
Please note: If successful at telephone interview stage, you will be invited to an online assessment in the afternoon on the same day, so you will potentially need to be available for the whole day on your selected interview date.

Start date: 25th September 2023
Training: There will be 7 weeks of mandatory training via Microsoft Teams. You will need adequate homeworking space and broadband*



Do you love helping people?
Are you passionate about delivering excellent customer service?
Do you want to work for an organisation that really makes a difference?
Then look no further! We have an award winning customer service centre, we strive for excellence and our customers are the most important part of our business! As a member of the customer service centre, it is vital that you have the passion as a customer service professional to deliver excellence every time.

The Role:

• Dealing with a range of enquiries which could include maintenance repairs new and existing, housing management, account information - such as paying rent, money advice and support, Buying and selling property, and general leasehold enquiries.
• Answers customer's messages via multiple channel such as telephone, email and any in-house packages to enhance the customer service experience.
• Provide accurate and appropriate information to the enquiry.
• Keeping confidential record of customer interaction, transactions comments and complaints, using the tools provided
• Comply with company policy and procedures and advocate company values.
• Provide first contact resolution where possible, through ownership of queries and taking the relevant action required.
• This may include liaising with other departments where needed.
• Play an active role towards departmental KPI's and company objectives.

Skills:

• Clear communication skills both written and verbal
• Excellent listening skills.
• Remain resilient and focused while handling difficult conversations.
• Be able to work in a fast-paced environment and under pressure.
• Be able to communicate and engage with the diverse and wide range needs from our customers and stakeholders.
• Able to use positive and empathic language to influence both internal and external stakeholders.
• Confidence to work individually whilst also having the ability to work collaboratively, playing an active role in both your team and overall department.
• Responsible for your own time management and adhering to schedule.
• Computer literacy, to be able to navigate multiple company software applications while still actively listening. - Problem solver using own initiative and take a common sense approach.
• Target driven to achieve your individual KPI's and objectives
• Be responsible for your own learning (seeking advice, support, help and guidance when required

Salary & Benefits

We offer a competitive annual salary of £21,840 to £24,536 pa with the potential to earn an additional £1,500 within the first 18 months by passing probation and becoming multiskilled.

Our benefits package includes:

• Remote working
• Strong family friendly policies
• Committed Learning & Development
• Annual leave starting from 26 days rising to 31 PLUS bank holidays
• Excellent Pension Scheme - double contribution up to 6%
• Generous non-contributory life Assurance
• An Employee Assistance Programme
• Great places to work certified 2022
• Best Workplaces for Women - ranked 23 in the UK

If you are looking for a challenging and rewarding role with the opportunity to progress, this is an ideal role for you!
Our recruitment process:

Shortlisted candidates will be invited to an assessment between Tuesday 22nd August to Friday 25th August 2023.

Stage 1: All shortlisted candidates will be invited to book onto a 30-minute telephone assessment slot between the hours of 9am to 12pm.
Stage 2: If successful from the telephone interview, you will be invited to a 60-minute online assessment between the hours of 1pm to 5pm on the same day as our telephone assessment.
The interview will include; questions, an IT assessment, and a scenario. You will need to have a quiet space for the duration of the interview and be prepared with a Microsoft teams set up with a camera, working audio and notebook & pen.

If you're interested please apply now