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Customer Services Advisor
3 months ago
Position: Customer Service Advisor (Housing)
Location: Advance Primary Offices, Unit 2, Centre Court, Meridian North, Meridian Business Park, Leicester, LE19 1WR
Hours: 35 contracted hours per week, Monday to Friday 8.30am to 4.30pm
Salary: £22,497.14 to £25,321.43 per annum (£13.87 p/h)
Closing Date: 7th June 2024
Interview Date: 19th June 2024
Job ref: 4085
We regret to inform you that Advance is unable to accept any sponsorship requirements.
About the Role:
Would you like the opportunity to work for a not-for-profit organisation that makes a real difference to people's lives?
We have an exciting opportunity for a Customer Services Advisor to join our team in Leicester. You would be working as part of a vibrant and committed team, where you'll have a crucial role as first point of contact for Advance's customers.
Advance is a specialist supported housing association that is on an exciting journey to deliver more services and develop more housing for people with learning difficulties, disabilities and supporting people towards greater independent living.
The role of Customer Services Advisor will include:
The Customer Services department is a busy, call centre environment. The role is office-based, especially during the initial training period. There may be the option for a hybrid working pattern in future, but we cannot guarantee home-working is an option due to the nature of the role. Full training will be provided in-house.
As a Customer Services Advisor you will be responsible for the provision of an effective and responsive customer service, dealing with all queries in a timely and appropriate manner.
Duties will include but are not limited to:
- Logging repairs on behalf of our housing customers.
- Logging orders for new furnishings, flooring, window coverings and white goods.
- Logging jobs specific to the service charge each customer pays, these will include: gardening, cleaning, specialist equipment repairs and others.
- Ensuring that all calls are answered within appropriate timescales and where appropriate provide advice and assistance to customers with enquiries in accordance with policies and procedures.
- Filtering mail, emails and telephone calls and use the appropriate IT system and CRM to check and provide relevant information.
Providing administrational support, operating within the demands and constraints of all customer contact points. Including data collection of survey for customers and staff in a variety of ways, reactive or responsive repair ordering, taking initial aids and adaptation enquiries, procurement and repair ordering, processing requests for rent statements and dealing with basic rent enquires, initiation of process for responding to complaints and compensation claims and initiation of process for reporting and recording Antisocial Behaviour
About the candidate:
We would love to hear from you if you are passionate about supporting vulnerable adults in your community.
You will need to be:
- Confident in diagnosing repairs over the telephone and via email.
- able to communicate effectively (verbally and in writing)
- able to make sound judgements on the information available
- able to plan and prioritise work to meet specified targets and deadlines and have a 'can do' attitude
Previous experience in housing or a customer focused environment alongside good knowledge in the use of Microsoft office systems are essential along with a good level of general education.
You will be expected to demonstrate PRIDE behaviours in your job role, please see attached job description and person specification before applying for the role to ensure that you meet the essential eligibility criteria.
For more information about the role please contact, Anita Parmar on or Email:
About the organisation:
Advance is a national, not-for-profit provider of housing and support services for people with disabilities and mental health conditions. Our vision is to transform lives; providing the best quality housing and support services so that people can live the lives they choose, achieve their personal goals, feel valued and know their voices are heard.
We recognise that our people are our greatest asset and we're passionate about making Advance a great place to work. We invest in our staff, providing the training and support you need to succeed in your role, gain industry-recognised qualifications and realise your career aspirations.
We are an equal opportunities employer who values its staff and the difference they make to their customers. There is no place for racism or discrimination of any kind in Advance. As an organisation, we will not tolerate it. We are firmly committed to recruiting the best colleagues regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation and to supporting customers from similarly diverse backgrounds.
All newly appointed staff receive an induction, during which they will learn about our PRIDE values, our expectations of how they should treat our customers and our commitments in relation to how they will be treated as a member of staff.
Benefits of working for Advance:
We value our staff and the difference they make to the lives of our customers, which is why we offer the following benefits:
- Paid holiday (from 25 days up to 30 days with long service in addition to bank holidays, pro rata for part time hours)
- Sector specific training is provided as part of induction plus opportunities for professional development
- Access to Perks at Work where you can obtain great discounts of cinema tickets, shopping vouchers and much more
- Long service awards payable in 5 year increments
- Golden Hello/refer a friend receive up to £500
- Cycle to work scheme
- Access to our Employee Assistance Programme
- Free DBS (Disclosures and Barring Service)
- Excellent opportunities to progress your career within Advance
- Enrolment in a pension scheme with matched contributions above the statutory minimum (if you work enough hours to meet the threshold for enrolment)
Advance is regulated by the Regulator of Social Housing and the Care Quality Commission and we are committed to safeguarding and promoting the welfare of the people we support. You will be required to provide evidence of right to work. An enhanced DBS disclosure will be required for this role, the cost of which will be covered by Advance.
We value diversity and therefore welcome applications from everyone interested in working at Advance. We are a Disability Confident Leader.
Advance Housing & Support Ltd reserves the right to close this job once sufficient applications have been received.
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