Customer Service Advisor

2 months ago

Shipley, United Kingdom Incommunities Full time

We are looking for a full time Customer Service Advisor to join our Contact Centre team. This is a crucial role to the business as you will be the first point of contact for our customers and it is important to us that they receive an excellent service. If you have a passion for providing outstanding customer service and looking for a role that makes a difference then this could be the role for you. In return, we can offer great career opportunities and access to our bespoke training programme to ensure you are fully equipped to answer all our customers queries.

This role is 37 hours per week, Monday to Friday.

The contact centre is open between 08:00 - 18:00.

**About us**

We are social housing landlord and think our vision of Improving Lives Incommunities says it all

Working to provide great homes in great neighbourhoods, we manage more than 22,600 homes across Yorkshire and are proud to collaborate with our customers, communities, local and national stakeholders to achieve this.

Our values are at the heart of everything we do, inspiring our thinking and guiding our plans and actions. This year will see us continue to focus on our 2 -year plan, to 2024. Our plan puts customers at the heart of what we do, providing great places to live and work, with homes that they are proud to live in.

**Responsibilities**

As the first point of contact to our customers, you will be responsible for providing a range of advice and services with the goal of resolving queries on the first call and reducing the need for customers to call back, speak to another person or be passed to a different department. The queries you'll be assisting with include:

- Rent payments and rent accounts queries
- Repairs and planned maintenance related queries
- Antisocial behaviour reporting
- Allocations and void management
- Customer complaints, MP, and Councillor enquiries

**Requirements**:
As well as this, we're looking for:

- A self-starter, someone who can work equally as well in a team and unsupervised
- A strong team player, adaptable to change as the role and business develops to continually meet the needs of our customers
- Confidence dealing with customer enquiries, compliments, and complaints
- Someone who can maintain a professional manner and build rapport quickly with a variety of personality types
- Excellent communication and interpersonal skills
- Assertive, confident, and resilient in dealing with varying customer demands in a calm professional manner
- Ability to work to strict deadlines and timekeeping
- Excellent organisational skills
- Good knowledge of office IT systems, e.g. Contact Centre systems, Excel, Word, and PowerPoint

**Benefits**
- Salary £22,368 per year
- West Yorkshire Pension Fund membership - Current employer contribution is 16.3%
- Excellent holiday allowance that increases with service
- Training, development, and qualification opportunities
- Corporate health scheme membership
- Access to an Employee Assistance Programme
- Cycle to work scheme
- Local gym membership discounts.
- A team of trained Mental Health First Aiders who are available for colleagues to contact for support
- We are an equal opportunity employer but beyond characteristics protected by law, we welcome and value applicants from diverse backgrounds, abilities and perspectives. Incommunities is also recognised as ‘Committed’ to being Menopause Friendly. The Menopause Friendly Accreditation recognises inclusive employers that build awareness and understanding of how menopause can have an effect at work and shows we take the wellbeing of our colleagues seriously._

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