Customer Service Advisor

6 months ago

Belfast, United Kingdom Tenancy Deposit Scheme Full time

**Job summary**:
TDS Northern Ireland is the leading tenancy deposit protection scheme in Northern Ireland and is based in Belfast. We safeguard tenants’ deposits throughout the tenancy and offer a free dispute resolution service in the event of dispute over the return of deposit. We are looking for a positive, flexible, and hardworking person with exceptional customer skills to join our expanding team.

Providing a first-rate customer experience when customers contact us is all part of our mission to be the best tenancy deposit scheme in the business, and your exceptional customer service skills will help us achieve this goal.

As part of the Operations team, you will be the first point of contact for answering customer enquiries about the service we provide.

You’ll need to be outstanding on the phone and in written communications and be able to get to grips quickly with the complexities of our business. You’ll be speaking to customers and recording the nature of their enquiry, so we have useful insight in to why our customers are contacting us. If you have a background of working in lettings industry or housing, even better but as a minimum you must have a solid customer service and administration background and not be afraid of hard work
- **No job description can cover every issue that might arise, and the post holder is expected to carry out other duties from time to time, broadly consistent with those listed below.**_

**PRINCIPAL RESPONSIBILITIES**

1.
- Provide a first-class service to all service users and clients;
- Maintain other contact channels as instructed by the Head of TDS Northern Ireland;
- Deliver multi-skilled expertise to our customers, along with multi product knowledge;
- Keep records and notes to support the work of other TDS teams;
- Communicate with all departments to ensure joined up customer service;
- Deal with dispute queries, general queries & low-level complaints;
- Aim for first point resolution in every customer contact;
- Be curious in all you do and make suggestions for positive change. Likewise, be receptive to system and process changes;
- Some administration tasks are part of this role;
- Carry out other related tasks required across the department, as instructed.

**PERSON SPECIFICATION**

1.

Must be able to demonstrate practical knowledge and experience of:

- Providing excellent customer service;
- Being a confident communicator;
- Dealing with professionals in different aspects of our business;
- Handling sensitive data;
- Administration skills.

2.
- Must be able to present basic information clearly and concisely, both verbally and in writing;
- Must possess good interpersonal skills, communicating effectively to advise and inform colleagues, customers and other stakeholders;
- Must be able to think ‘outside of the box’ to resolve customer queries;
3.
- Must be able to identify with the aims and objectives of the company;
- A flexible attitude to work is essential;
- Must demonstrate common sense and good judgement;
- Experience of Microsoft Word, Excel, and Outlook;
- Receptive to changing environment;
- Must be able to handle different tasks simultaneously and prioritise a heavy workload;
- Must have good problem solving and numeracy skills;
- Educated to A-Level or equivalent standard as a minimum.

4.

Applicants must:

- be able to demonstrate a passion for excellent Customer Service;
- be hard working;
- be able to handle a range of different tasks simultaneously and prioritise a heavy workload;
- have a flexible attitude to work; willingness to do overtime in our busy periods of the year;
- be able to work unsupervised as well as within a team;
- be able to identify trends in customer feedback and make suggestions to improve customer journeys and experiences;
- demonstrate an affinity for **customer excellence**;
- recognise the importance of **fairness** in all of our work;
- demonstrate how they are **making a difference** in the work that they do;
- be able to articulate the importance of **teamwork**.

5.

Must be able to demonstrate a commitment to equal opportunities, diversity, and inclusion in relation to the work of TDS Northern Ireland.

**HOURS OF THE ROLE**

Working hours are 37.5 hours a week. 9.00am - 5.30pm Monday to Friday. Overtime is offered during our busy periods.

**Salary**: £20,330.00 per year

**Benefits**:

- Company pension
- Employee discount
- Life insurance
- Private medical insurance
- Referral programme
- Sick pay

Schedule:

- Monday to Friday

**Experience**:

- Customer service: 1 year (preferred)

Ability to Commute:

- Belfast (required)

Ability to Relocate:

- Belfast: Relocate before starting work (required)

Work Location: Hybrid remote in Belfast

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