Customer Support Advisor Sheffield, England
Job description
Who are UniHomes?
UniHomes is a leading student property search and comparison portal and shared utilities provider. We offer a cutting-edge utility management service, taking the hassle out of shared bills for students. We currently operate in over 50 university locations nationwide helping thousands of students find their Ideal properties.
A progressive SME who is passionate about developing our technology and offerings to amplify the student rental market. Having doubled in size in the last 18 months and have a continued growth trajectory, we have huge ambitions for the future making this is a very exciting time to join our team.
The role
Due to significant growth of our business, we are expanding our customer service team with a number of additional Customer Support Advisors.
You will be responsible for supporting all our customers with any queries they may experience via various communication channels including telephone and email. You will be the first point of contact for our customers and will provide exceptional customer service from this point on whilst aiming for first contact resolution. You will be required to liaise with internal stakeholders for successful customer resolutions.
Our peak period is July – October when our tenants move into their new homes therefore a substantial increase in customer contact. When our customers need us most, you may work up to 6 hours extra per week (max 12 weeks per year) and bank this time which will be agreed for use in the quieter contact periods as agreed by your Line Manager.
You will report to the Customer Service Team Leader and support the wider Customer Support team to achieve set SLAs and KPIs.
We will be allocating some Advisors to our new Customer Support Quality Assurance team who will manage the wider CS team's KPIs and work with internal stakeholders to address KPI concerns.
Our remote approach will be to employ staff who ideally live within a 2-hour radius of our office based in Sheffield City Centre, who can work remotely but visit the office at least once a month. All remote Customer Support Advisors will need to ensure they have suitable working from home arrangements in an appropriate environment for time, space, connection, and desk set up. We will provide all IT equipment.
The interview process will consist of CV screening, initial Teams interview, assessment session for a half day comprising of a written assessment, team building exercise, followed by face-to-face interview with the hiring panel. Assessment sessions will take place on 29 and 30 March 2023 for 3-4 hours.
Key responsibilities
- Take ownership of customer contact queries aiming for a first contact resolution
- Capturing accurate data from customers to better support internal stakeholder understanding and resolution
- Support all customers in a professional, polite and friendly manner
- Engage with internal and external stakeholders for successful customer resolutions.
- Provide excellent customer service at all times
- Working to personal and departmental KPIs for both quality of contact handling and volume
- Using various CRM systems to manage contact
Skills and experience
- At least 1 year's experience in a contact centre/call centre role is essential.
- Excellent customer service skills
- Excellent verbal and written communication skills
- Patience, confidence, diplomacy and resilience. Plus, open-mindedness and empathy
- The ability to remain calm under pressure, to think quickly and independently
- The ability to follow predefined processes and structure questions
- A genuine motivation to want to problem solve to help other people
- Basic computer literacy (Microsoft Office) and confidence with technology
- Experience of phone systems and CRM systems would be an advantage
- You’re a team player who is happy to support others
- Ability to remain engaged whilst working remotely, self-motivated, dedicated and focussed.
- Full training will be provided
What do you get when you work here:
With people and culture at the heart of our organisation, we are continually enhancing our employee offer and culture.
Working in our stunning new office at New Era Square in the centre of Sheffield, you will get complimentary breakfast, hot & cold drinks, snacks, pool table, holidays, length of service days, voluntary day, healthcare scheme, Employee Assistant Programme, sick pay, enhanced maternity & paternity pay, career progression, a commitment to personal and professional development, employee of the month award, refer a friend scheme, staff discounts, mental health and financial support, and company social events.
Salary: £22,000 - £23,500
