Customer Service Advisor

6 months ago

Glasgow, United Kingdom Tenancy Deposit Scheme Full time

TDS Group run the leading tenancy deposit schemes across the UK. Operating on a not-for-profit basis and offering a free service to landlords, letting agents, and tenants, TDS offer a free, impartial Alternative Dispute Resolution (ADR) process to parties who are in dispute over deposits at the end of a tenancy. TDS Group also offer a self-resolution process to help parties reach amicable settlements without the need to proceed to formal ADR. This role is in our Customer Operations Team, based in our Glasgow office where our Scottish deposit scheme, SafeDeposits Scotland, is based.

Why should you come work for TDS? We recently came 3rd in The Times Best Companies to Work For in the not-for-profit sector. We were also in the top 100 mid-sized companies to work for in the UK in 2021. This is reflected in our staff retention and the length of service of most of our staff. TDS is committed to delivering industry leading service. We hold Customer Service Excellence Accreditation, and we have 69% of the market in Scotland for tenancy deposits.

This role will involve a hybrid of working from home and office-based work. A company laptop will be provided for home working.

Hours of Work: Full Time. 37.5 hours per week. Varied shifts between 0800-2200, Monday to Sunday. For example, a week-on-week rotation of the shift patterns -8am-4.30pm, 9am-5.30pm, 12.30pm-9pm and 1.30pm-10pm.

**Key Accountabilities**
- Provide excellent customer service to all service users and clients.
- Answer incoming telephone calls from tenants, landlords, and letting agents.
- Update and maintain customer database and other relevant in-house systems.
- Handle data sensitively
- Complete admin/ad-hoc tasks as required.
- Provide excellent customer service to all service users and clients.
- Assisting with managing client accounts, liaising with clients whilst seeking to improve on service being delivered.
- Occasionally attend external events/networking when required to promote our service.

**Experience and Knowledge Required**
- Experience of working in a customer service environment
- Previous administration experience is desirable but not essential.

**Skills Required**:

- Well-developed communication skills
- Ability to multi-task, prioritise workload and use initiative.
- Problem solving abilities including good numeracy skills.
- Attention to detail and accuracy whilst adhering to strict deadlines.
- Able to handle sensitive data and an ability to demonstrate professionalism, maturity, and discretion.
- Computer literacy including proficiency in using MS Office
- Education to Standard grade (or equivalent)
- Able to work well within a team environment.
- Able to demonstrate diplomacy.

**Benefits**:

- Discretionary bonus scheme
- 25 days annual leave, plus 10 public holidays
- Company laptop
- Employer contribution pension scheme
- Death in service cover (after probationary period)
- BUPA (taxable benefit)

**Job Types**: Full-time, Permanent

**Salary**: £21,500.00 per year

**Benefits**:

- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Free flu jabs
- Private dental insurance
- Private medical insurance
- Referral programme
- Work from home

**Experience**:

- Customer service: 1 year (required)

Ability to Commute:

- Glasgow (required)

Ability to Relocate:

- Glasgow: Relocate before starting work (required)

Work Location: Hybrid remote in Glasgow

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