Customer Services Advisor

6 months ago

Pontypridd, United Kingdom Trivallis Full time

**About Us**

We as an organisation are proud to provide homes for thousands of people within our communities. We are one of the largest housing associations in Wales and provide 10,000 homes and a diverse range of services to our residents, their families, and communities.

We have a vision of ‘prosperous people and places’ and we as an organisation understand the importance of looking after our employees. Our workforce are dedicated to reach this vision through ensuring Trivallis is a great place to work and live.

Are you looking for a career where you can make a real difference to the quality of people’s lives and our services? Come and join Trivallis on this exciting journey.

**About the role**

**6 month fixed term contract with the potential to be extended.**

We are seeking a seasoned Contact Centre Advisor with a strong focus on customer satisfaction. In this role, you will elevate customer service standards by demonstrating empathy, understanding, and a commitment to delivering exceptional experiences. Your dedication will exceed expectations, ensuring customers feel valued and supported.

**About you**
- Prior experience in a contact centre or complex customer service role, preferably within the housing sector.
- Proven track record of meeting key performance indicators and objectives.
- Strong verbal and written communication skills with a focus on clarity and conciseness.
- Ability to problem-solve, exercise initiative, and make sound decisions.
- Exceptional attention to detail and proficiency in record-keeping and administration.
- Capability to work under pressure, demonstrate resilience, and handle conflict with professionalism and empathy.
- Commitment to teamwork and open communication.
- Proficiency in Microsoft 365 and Dynamics.
- Willingness to undergo additional training to enhance job knowledge and skills.
- Understanding of the importance of addressing and resolving complaints.

**What you’ll do**
- Thoroughly document anti-social behaviour reports with meticulous attention to detail.
- Handle complaints effectively by accurately recording details and directing them to the appropriate resolution team.
- Meet and exceed key targets and performance expectations across all aspects of customer service, including call response rates and advice quality.
- Uphold and enhance quality standards by adhering to established protocols and documentation.
- Evaluate initial repair reports through strategic questioning, prioritize work orders according to guidelines, and schedule convenient appointments for customers.
- Utilize internal systems to accurately record all customer interactions and transactions.
- Provide reception support by addressing customer inquiries and offering guidance as needed.
- Ensure availability targets are met and staff schedules are optimized for maximum productivity.
- Adhere to performance standards, service delivery plans, and contact centre procedures outlined by Trivallis.

**Benefits...**

We are committed to ensuring Trivallis is a great place to work. We are constantly reviewing the benefits that we offer to our workforce. As well as aiming to achieve a positive culture we offer a competitive pay and benefits package, some of which are listed below:

- A generous 30-day annual leave entitlement.
- Local Government Defined Pension scheme.
- Healthshield cash back plan for you and your family.
- Flexible working.
- Learning and development programme where we invest in your personal development.
- Opportunity to be involved in facilitating the diversity and inclusivity across Trivallis.

**How to apply...**

Homepage - Trivallis

If you would like to find out more about this role, please contact **Karen Boyland, Customer Experience Manager at.**

**_ Thank you for your cooperation and understanding._**

The performance of our organisation is influenced by our people within it. Progressive growth, progressive ideas, progressive culture. Our recipe for success is demanding more of ourselves, stretching and striving to do things that haven’t been done before but that truly improve the lives of our tenants within our communities.

Are you looking for a career where you can make a real difference to the quality of people’s lives and our services? We are one of the largest housing associations in Wales and provide 10,000 homes and a diverse range of services to our residents, their families and communities.

Over recent months we have developed ambitious plans to change and improve how we deliver services. These plans were developed by listening to residents, staff and partners and looking at how new technology can make our services more accessible and responsive to our customers.

If you think you could be as excited as we are about the future, we would be delighted to hear from you. We are looking for highly motivated individuals who have a genuine passion and demonstrable experience of delivering quality services as well as transferable skills gained in t

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