Customer Service Advisor

We have an exciting new opportunity for a **Customer Service Advisor** to work here at Thrive Homes This role will be customer focused, providing a range of comprehensive advice and support to our customers delivered through the contact centre
- with the aim of resolving issues at first point of contact (FPOC).

Thrive Homes is an award-winning housing association with a strong track record and ambitious plans. Thrive exists to provide good quality affordable homes and services enabling the development of communities where people enjoy living. We manage over 5,000properties and are continuing to build new homes each year.

**The Opportunity**
- Managing customer expectations in line with Thrive's Service Offer and adherence to policy.
- Achieve individual and team performance - targets as set by the company, turnaround times, scheduling criteria - FPOC and resolution of issues / complaints.
- Diagnosing repair request and scheduling work for repairs and home visits for relationship managers and property services.
- Scheduling resource and capacity to allow for an efficient service delivery to meet agreed targets and supporting overall activity of the team.
- Advising Customers on housing and property related enquires - to achieve resolution at FPOC
- Advising both internal and external customers on all housing related matters.
- Escalation of ongoing issues, H&S, and compliance - to ensure the relevant business function is informed.
- Collaboration and support across the team, Relationship and Property Services and wider business to achieve resolution of issues.
- Providing advice and support on housing related enquiries and property repairs - diagnosing, scheduling works and home visits provided by our Field operations and service providers.

**Requirements**:

- Previous experience working within a contact centre environment (essential)
- GCSE (or equivalent) grades A-C to include Maths & English.
- NVQ level 2 or equivalent - Customer service / business administration (Desirable)
- Good knowledge of IT systems, i.e. Microsoft Outlook, Word, Excel, internet, CRM administration and scheduling / planning systems.
- Managing customer expectations, through a variety of communication channels.
- Excellent communications skills - verbal and written.
- Adaptable to change and new technology
- Experience of delivering Customer Service and support through a housing or property maintenance environment, Contact Centre or Service desk.

**Benefits**
- Salary of between **£26,485.54 per year** depending on experience.
- Annual Leave - 25 days per year increasing by one day per completed holiday year to 30 days maximum
- Life assurance - a payment of X3 your salary
- HealthShield - facility to claim cashback for dental, optical and physiotherapy costs, alongside wellness services
- We have a performance bonus up to 4.5% of salary, which is discretionary and non-contractual
- Annual Flu Jab - provided each winter to all employees
- Enhanced Flexible Reward Pot - £900 each year in April to spend on flexible benefits (after completing your 6-month probation and it will be on a pro rata basis)
- A range of engagement activities aimed at building team morale, supporting both physical and mental health and celebrating all things that make us different
- Shopping portal - access to hundreds of money saving options for online and high street shopping.
- MyGym discount - discounted rate at a local gym or gym chain. Which is paid directly from your bank account.
- Thrive Homes is a Mindful Employer, and you can access support from our Mental Health First Aiders
- A range of engagement activities aimed at building team morale, supporting both physical and mental health and celebrating all things that make us different