Customer Care Agent
3 weeks ago
Barnsley, Yorkshire and the Humber, United Kingdom
Sanctuary Housing
30.04.2024
This advertiser has chosen not to accept applicants from your region.
Full Job Description The role of Customer Care Agent – Nights will include:
- Managing high volumes of calls, and providing excellent customerservice by concentrating on resolving the issues on the first contactwhere possible
- Liaising closely with our housing andmaintenance teams to ensure that issues are resolved in a professionalmanner
- Having empathy and understanding when our customersmay be upset or angry
- Listening out for wellbeing cues, toidentify vulnerable customers and escalate to our regional teams orthe welfare services, as/when appropriate
- Communicatingwith residents, staff and external agencies to investigate housing andmaintenance related queries and complaints, and provide a positiveexperience
- Ability to work to deadline and hit KPI’s
- Ability to spot potential for improvements and confidenceto make suggestions
- Evening and weekend working includeoffering an out of hours emergency service.
Skills andexperiences:
- Previous experience in a customerservice or contact centre role is essential, ideally handling inboundcalls
- You must also have a professional telephone mannerand the ability to cope with a high volume of calls whilst remainingcalm under pressure. If you’ve worked as an emergency call handler,you’ll have this down to a tee
- You must be able to handledifferent types of calls and enquiries, adapting your style to ourcustomers’ needs and be able to navigate computer systems
- Strong organisational skills with the ability to prioritise your ownworkload, as well as working as part of a team towards shared targetsand KPIs
- A positive attitude, a can do approach and greatcommunication skills
- Experience of managing a variety ofcomplex enquiries
Why work for us?
Sanctuary Housing is one of the UK’s leading social landlords,providing around 120,000 homes across England and Scotland. We giveour residents good quality, affordable homes in communities that theycan be proud of. As part of a not-for-profit organisation, we reinvestany surplus we make back into the local communities we serve.
Our Benefits
As part of our commitment tomaking Sanctuary a great place to work, where your wellbeing is ofgenuine importance, we have developed an attractive employmentpackage. The package recognises your contribution, supports yourphysical, mental and financial health and gives you the flexibility totailor your employee benefits by offering:
- 23 days annualleave (rising to a maximum of 28 days) plus public holidays
- A pension scheme with employer contributions from Sanctuary
- Life Assurance
- Employee Volunteering scheme
- Employee Advice Service including counselling
- Cycleto Work scheme
- Voluntary health plans
- Employee discounts
- Wellbeing support and tools
- Employee recognition scheme
- Role salary is £26,101 with anadditional policy allowance of £1,521 per annum (rising to £27,475with an additional policy allowance of £1,601 per annum after 12months, subject to satisfactory performance)
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