Customer Contact Advisor

2 weeks ago

Ealing, United Kingdom A2Dominion Housing Group Ltd. Full time

**Customer Contact Advisor**
**£28,570.71 per annum**

**Permanent**

**Ealing - Office based**

**Monday-Friday between 08.30-17.30 (part-time considered)**

**Start date Monday 24**th** June 2024**

If you want to be in a role that allows you to directly impact our customers whilst being part of friendly and customer-focussed team, then this is the role for you. With support and guidance on hand throughout your training, no housing-related experience is necessary. All we need from you is proven customer service in a customer focused environment, ability to multi task and good attention to detail.

**What we offer**
- A competitive salary
- 25 days’ holiday (Plus Bank Holidays) increasing up to 28 days with 3 years of service
- Permanent and fixed-term employees receive of up to £300 to use towards health and lifestyle benefits for both you and your family.
- Up to 8% contributory pension
- Flexible working
- Investment in your learning and development.
- Discount and benefits employee portal
- 24/7 access to employee assistance programme

**What to expect**:
You will be the voice of A2Dominion in supporting our customers with queries such as making payments, booking appointments and repair issues with the aim of first call resolution. No day is ever the same working in our contact centre, you will be putting customer experience at the heart of what you do and demonstrating **passion** in what you do. You will manage and resolve each query with a dedicated and positive attitude, putting **people** first by working for a company with a social **purpose** to make lives better.

**Responsibilities will include**:

- Contribute to the effective running of the contact centre managing inbound calls from our residents, ensuring calls are answered and dealt with in average call handling time to ensure a high-quality responsive experience.
- To understand, assess and manage queries, concerns, or complaints to ensure we achieve satisfactory outcomes and escalating when appropriate
- Record initial repair & maintenance requests and arrange appointments by consulting with internal and external stakeholders
- Deliver services in a clear and understandable way that meets the diverse needs of our customers & communities
- Work towards company service level agreement in line with individual and team KPI’s
- Accurately record all call details on up to 4 different systems to maintain detailed resident files ensuring accurate and updated information

**More about you**:

- You will have proven experience of delivering exceptional customer service in a customer service or contact centre role turning problems into solutions
- Excellent communication skills, both verbal and written.
- Proficient in using computer systems, CRM software, and other relevant tools.
- Strong problem-solving and conflict resolution abilities.
- Ability to remain calm and empathetic in high-pressure situations.
- A commitment to finding the best solutions for each customer enquiry
- Ability to multitask when talking to customers, updating systems, and booking appointments
- Some of our calls can be difficult, so you will need to prove resilience
- Able to show an ability to work towards and achieve targets

**A2Dominion** is a residential property group with a social purpose to improve people’s lives. While we take a commercial approach to housebuilding, we reinvest all our profits into building more new homes and supporting the communities in which we work. We’re a strong player in our field and we’re part of the G15, a group of the largest housing providers in London. We’re proud of our commitment to our customers.

**_A2Dominion Group is a Disability Confident Employer which means that we are committed to employing disabled people and will:_**
- actively look to attract and recruit disabled people
- provide a fully inclusive and accessible recruitment process
- offer an interview to disabled applicants who meet the minimum criteria for the job
- be flexible with assessing people so disabled applicants have the best opportunity to demonstrate that they can do the job
- make reasonable adjustments as required

**Meeting the role requirements**
- A2Dominion are proud to be a family friendly employer._

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