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Customer Service Advisor

2 months ago

Royal Tunbridge Wells, United Kingdom Town & Country Housing Group Full time
About the role
To be the first point of contact for our customers, ensuring customer satisfaction in line with our service strategy, by adhering to organisational processes through teamwork.
Salary: £26,217
Hours of work: 35
Contract: Permanant
Probation Period: 6 months
Notice Period: 1 month
Who are we?
We provide more than 13,000 homes across Kent, Sussex, Surrey and West Sussex. Over the years we have invested heavily in our homes and continue to do so as part of the Peabody Group. We promote hybrid working and have more than 300 employees based in various locations across our operating area.
Role Specific Responsibilities
Ensure customer contact is achieved within set timescales, including taking telephone calls and responding to Customer service & repair e-mails/webchats.
Respond to online customers general/ repairs enquiries and provide standard written responses in conjunction with the Senior Customer Services Advisor or the Customer Services Manager.
Taking customer repairs calls, diagnosing issues & booking repairs appointments.
Participate in training, following identification of needs through a training needs analysis.
Take an active role in the implementation of new customer service initiatives.
Participate in projects and workgroups at the request of the Customer Services Manager.
Assist the Customer Services Manager in the implementation of policies and processes aligned with customer care, with a view to improving performance from customer feedback.
Ensure processes are written for the customer service operation and regularly maintained.
Ensure full business continuity is achieved by providing cover for the operation where necessary.
Ensure full compliance with the equality and diversity regulations.
Participate in customer engagement and feedback with a view to continuous improvement.
Liaise with other departments/staff/outside agencies as appropriate.
Comply with operational Key Performance Indicators in line with departmental targets.
General
To adhere to the Group’s equal opportunities policy and to actively promote equality of opportunity wherever possible.
Recognise, respect and promote the different roles and diversity of the individuals within the Group.
To actively contribute towards the Group’s key performance indicators and professional standards.
Work in accordance with the General Data Protection Regulations (GDPR) and Data Protection Law and be responsible for the integrity of personal information you process. This may include identifying anomalies in data and investigating and correcting them where appropriate. Ensure you attend training on data protection regularly.
To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act (1974) and relevant EC directives.
To participate in training and attend other meetings and staff events as required.
To undertake other such duties as may be reasonably expected from time to time.
Be an effective member of your team, presenting a positive impression of your section and the Group.
This job description is a guide to the nature of the work required. It is not comprehensive and does not form part of the contract of employment.
About You
Education & Qualifications
GCSE or equivalent education.
Key Skills & Competencies
Office administration experience.
Customer service experience essential.
Microsoft Office experience.
Knowledge of housing issues, including equal opportunities, and housing associations.
Behaviours
Calm, confident, and approachable manner.
Good communication skills, face to face and via telephone.
Excellent communication skills.
Ability to think and act quickly in a pressurised environment.
Proven ability to negotiate outcomes and solve problems.
Experience of using own initiative to implement and improve work systems.
Ability to prepare and interpret numerical data and to explain to others.
Proven ability to plan and manage own workload.
Ability to work well as part of a team.
Desire to provide excellent customer service.
Resilience when dealing with difficult situations.
Why Choose Us
* Contributory pension scheme 4% to 10% matched contributions
* Hybrid working
* Free onsite car parking
* Life assurance of 4x annual salary (Terms and Conditions apply)
* 30 days annual leave in addition to bank holidays
* Two volunteer days per year
* Employee assistance programme (24/7 telephone advice, information portal & face to face counselling sessions)
* Corporate eye care scheme providing free eye tests and free VDU glasses or contribution towards VDU glasses
* Extensive annual Staff Wellbeing programme
* Enhanced maternity, paternity, and shared parental leave provision
* Flexible annual benefits (for dental, healthcare, shopping vouchers, technology etc.)
* Annual flu vaccinations
* Access to an extensive range of corporate discounts on shopping, travel & days out
* Social events, including lunchtime walking, rounders, festive Fridays
* Travel loan
Our Values
Our culture is about the shared values, beliefs and behaviours that determine how we do things, then the ways and systems of working that help to get those things done.
Our new values, principles and behaviours will put customers at the heart and provide the foundation for the culture of the new organisation. Only by delivering a cohesive and customer-focused culture will we be able to achieve our purpose and priorites.
Equal Opportunities Statement
TCH is an equal opportunities employer committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, gender, gender reassignment, sexual orientation, pregnancy and maternity or paternity, race or ethnicity, religion or belief, marriage and civil partnership, or caring responsibilities.
We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join TCH.
We are recognised as a ‘Disability Confident Committed Employer’. As part of this commitment, individuals who disclose at application stage that they have a disability, will be invited to interview provided they demonstrate that they meet the minimum criteria for the vacancy. Candidates will be asked if they require any support or reasonable adjustments to enable them to fully participate in the recruitment process.
Applicants
Please complete our online application form by clicking the Apply button below. We reserve the right to bring the closing date forward, so we strongly encourage early applications.
Please note: As an employer, Town & Country Housing does not provide sponsorship as a licensed UK employer.
Key dates
Applications Close: Tuesday, 30 July 2024
Interview Date: Tuesday, 6 August 2024