Customer Service Advisor
Incommunities, United Kingdom
Job Description
Our contact centre is growing and we are currently recruiting 8 new Customer Service Advisors to join our team! We are looking for individuals who are passionate about delivering excellent customer service and always putting our customers first. This is an integral role within the business as you will be the first point of contact for our customers and it's important to us that they receive a first class service and their needs are met. This role provides great career opportunities and access to our bespoke training programme to ensure you are fully equipped to answer all of our customers queries.
The role is hybrid - 3 days in the office, 37 hours per week, Monday to Friday - Please note, whilst in training you will be required in the office full time.
The contact centre is open between 08:00 - 18:00, you will work on a shift basis each week which will be given to you in advance.
The assessment day will be taking place on Monday 18th March.
About us
We are social housing landlord and think our vision of Improving Lives Incommunities says it all!
Working to provide great homes in great neighbourhoods, we manage more than 22,600 homes across Yorkshire and are proud to collaborate with our customers, communities, local and national stakeholders to achieve this.
Our values are at the heart of everything we do, inspiring our thinking and guiding our plans and actions. This year will see us continue to focus on our 2 -year plan, to 2024. Our plan puts customers at the heart of what we do, providing great places to live and work, with homes that they are proud to live in.
Responsibilities
As the first point of contact to our customers, you will be responsible for providing a range of advice and services with the goal of resolving queries on the first call and reducing the need for customers to call back, speak to another person or be passed to a different department. The queries you'll be assisting with include:
- Rent payments and rent accounts queries
- Repairs and planned maintenance related queries
- Antisocial behaviour reporting
- Allocations and void management
- Housing applications and queries
- Customer complaints, MP, and Councillor enquiries
Requirements
We are looking for an experienced customer service advisor with a passion for providing excellent customer service. Someone who puts the customer at the centre of everything they do. Your experience can be from any sector background, but you must demonstrate the ability and have experience working in contact centre environments and able to deal with customer queries across different channels, calls, emails, LiveChat and social media. Full training will be provided.
As well as this, we're looking for:
- A self-starter, someone who can work equally as well in a team and unsupervised
- A strong team player, adaptable to change as the role and business develops to continually meet the needs of our customers
- Confidence dealing with customer enquiries, compliments, and complaints
- Someone who can maintain a professional manner and build rapport quickly with a variety of personality types
- Excellent communication and interpersonal skills
- Assertive, confident, and resilient in dealing with varying customer demands in a calm professional manner
- Ability to work to strict deadlines and timekeeping
- Excellent organisational skills
- Good knowledge of office IT systems, e.g. Contact Centre systems, Excel, Word, and PowerPoint
Benefits
- Starting salary of 26,168 per year (Figures as of April 2024)
- West Yorkshire Pension Fund membership - Current employer contribution is 15.9%
- 28 days annual leave that increases with service plus bank holidays
- Option to buy and sell annual leave
- Training, development, and qualification opportunities
- Our Hub: our wellbeing and benefits site, with exclusive access to discounts and savings (at over 800 retailers)
- Corporate health scheme membership
- Access to an Employee Assistance Programme
- Cycle to work scheme
- Local gym membership discounts.
- A team of trained Mental Health First Aiders who are available for colleagues to contact for support
We are an equal opportunity employer but beyond characteristics protected by law, we welcome and value applicants from diverse backgrounds, abilities and perspectives. Incommunities is also recognised as ‘Committed’ to being Menopause Friendly. The Menopause Friendly Accreditation recognises inclusive employers that build awareness and understanding of how menopause can have an effect at work and shows we take the wellbeing of our colleagues seriously.
Early application is encouraged as we will review applications throughout t