Customer Services Officer Salford, North West England, England
Job description
Salix Homes is a multi-award winning not for profit social housing provider based in Salford, Greater Manchester. The success of our vision of “Helping our communities live, grow and thrive together” is underpinned by effective and engaged colleagues. We want our colleagues to “Be Salix” by living and breathing the culture, values and vision of our organisation. You will be working a rotating shift pattern between 8.00am – 9.00pm Monday to Friday. This role has an element of hybrid working.
The role - What I’ll be doing
- Being the first point of contact for all customers to Salix Homes through multiple contact channels including face to face, telephony, concierge and digital channels (web chat, email, MySalix portal), delivering a high-quality service at all times, in accordance with agreed Salix Homes Customer Service Standards and targets.
- Taking enquiries relating to repairs, income management, anti-social behaviour, caretaker requests, security and general tenancy related matters.
- Provide a comprehensive front line customer service for all Salix Homes’ teams, dealing with or signposting customers to the best possible outcome for their needs and requirements.
- Respect the confidential and/or sensitive nature of customer enquiries, including adhering to GDPR, the Data Protection Act and Salix Homes Data Quality Standards and strategy.
- Promote a safeguarding culture within Salix Homes, including the safeguard and promotion of the welfare of children and vulnerable adults in carrying out the directorate’s functions and support the designated safeguarding leads to achieve excellence in safeguarding.
What we’re looking for
- Able to demonstrate excellent customer service skills through a variety of channels including telephone, face to face and digital channels
- Able to demonstrate excellent organisation and time management skills, working with team members on opposite shift patterns to deliver work of an excellent standard
- Able demonstrate experience in conflict resolution and handling difficult customers remaining calm when dealing with difficult or aggressive customers in order to achieve a successful resolution
- Experience of using ICT systems, including databases, spreadsheets, and Microsoft Office packages.
- Experience of general office procedures including accurate writing and recording correspondence, filing, photocopying and general office administration duties
What we offer as a company
- Annual Salary of up to £24,496
- Up to 34 day’s holiday + bank holidays
- Restricted Flexi Time
- Flexible Working and Family friendly policies
- Generous Defined Contribution Pension Scheme
- Life Assurance worth 3 x annual salary
- Health Cash Plan which also provides a range of discounts including discounted gym membership
- An inclusive and positive colleague culture - Investors in People Gold accredited organisation.
- Advocate of the Greater Manchester Employment Charter
Salix Homes is an Equal Opportunities Employer and opposes all forms of unlawful or unfair discrimination. Our customers come from all walks of life, and so should we. As we’re interested in expanding our workforce diversity, we welcome all applications.
We’re proud members of the Armed Forces Covenant and will also invite to interview any disabled candidates who demonstrate the minimum standards for the role.
We want everyone to be able to perform to their best throughout the recruitment process so please let us know if you have any concerns or need any assistance or adjustments at any stage.
