Customer Experience Advisor

2 weeks ago

Leeds, United Kingdom Yorkshire Housing Full time

Job Introduction Are you looking for a dynamic and rewarding career in an exciting customer facing role? Do you enjoy talking to people and solving their problems? If so, you might be the perfect fit We’re on the lookout for our next intake of **Customer Experience Advisors**to work in our contact centre. We’re holding a half day assessment for this role on **Tuesday 9th December**(PM) in Leeds City Centre **please make sure your diary is free before applying**. **So, what’s in it for you?** At YH, you'll be part of a genuinely caring team and an ambitious organisation with big growth plans. Here are the main things we think you’ll love about this role: - **Salary**£25,453**for a 35-hour week plus benefits** - **Full time hours, Monday to Friday (with a 3 week rotating shift pattern 8-4, 9-5, 10-6)** - **26 days annual leave (raising annually to 31 days) plus Bank Holidays** - **Some top of the range tech and office furniture to carry out your job from home** - **A contributory pension scheme where we will match your contributions up to 9%** - **A benefits platform that suits everyone** **The role**: Here's what you'll be doing: - **Customer obsessed service**: Delivering an excellent customer experience within our high-performing contact centre team, focusing on first-time resolution. - **Problem solver**: Handling a wide variety of queries, including income, tenancy management, repairs, lettings, and anti-social behaviour. - **Tech-savvy**: Creating and updating customer records using our systems, ensuring accuracy and efficiency. - **Proactive communicator**: Keeping customers up to date with information relating to their queries through various channels. - **Supportive advisor**: Promoting and assisting customers to use our self-service portal and booking appointments for required services. You'll be part of a supportive team but it’s important to mention that a large proportion of this role will be home-based, so you need to be comfortable with this way of working. There will be some in person in office working at least monthly. **What we need from you**: We're looking for folk who are customer-focused - or as we say at Yorkshire Housing, "Customer Obsessed”, along with the below: - You should have excellent people and communication skills, with the ability to adapt to and meet each customer's needs. - Previous experience working in a busy contact centre, with the ability to keep accurate notes, prioritise calls, multi task and meet KPI’s (Key Performance Indicators) and SLA’s (Service Level Agreements). - A calm, empathetic, and clear telephone manner is essential, along with quick, solutions-focused thinking and the ability to work independently. - Resilience and the ability to handle difficult situations objectively are important, as is strong organisational skills and attention to detail. - Experience of using a Customer Relationship Management (CRM) System. - You should have comprehensive IT experience, especially with MS products, and a stable home internet connection (minimum 75Mbps). Check out the Role Profile attached for full requirements **So, now you’re really interested?** **The finer print**: We’re constantly on the lookout for this role so please don’t be disheartened if you don’t hear from us right away, we will keep you on file for the future

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