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Customer Experience Support Officer
2 weeks ago
If you’re on the lookout for a new opportunity to work in an exciting customer facing role in the comfort of your own home with the odd day collaboratively working at our new workspace, then look no further, we have the role for you
We have two roles open to support our Customer Experience Contact Centre as Support Officer and if you're new to the housing industry, it's no problem
As long as you have the skills and the right attitude, we can train you up. All we ask is that you do have a strong customer service background with the passion for going above and beyond to help people and a big appetite for learning
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 and loads of scope for development. Here are the main things we think you’ll love about this role:
Salary £19,470.07 for a 35 hour week plus benefits
25 days annual leave (raising annually to 30 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
As a Customer Experience Support Officer, you’re the voice of Yorkshire Housing. You’re on the front-line of our services, chatting to our customers over the phone to help them resolve problems and answer any questions, and process all of Yorkshire Housing’s incoming post electronically.
This is a really interesting role where you can help with individual customer and colleague queries and manage a seamless postal service through our third party provider. You’ll support our very busy Contact centre you will be required to help the team by taking messages to be picked up and actioned by one of our Advisors. Also, you’ll be responsible for sending out letters to our customers for example, appointment letters, no access, and rent statements.
As part of the Customer Experience Contact Centre Team, you'll take a variety of switchboard calls and support the team with any administrative tasks such as sending out letters to our customers, and ordering supplies for the team.
You’ll be trusted to help people in a way that you’d like to be helped, all whilst playing your part to help YH achieve its ambitious strategic goals. 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.
What do we need from you? Well it would be great if you have
Previous experience working on a switchboard
Excellent communication skills and the ability to resolve customer queries and challenging situations
The ability to maintain a system record of highly accurate notes
Experience of using a Customer Relationship Management (CRM) System
But most of all, we want to hear from people who are passionate about customer service, possess a strong work ethic and a flexible approach. We will of course provide you with a full and comprehensive training plan, so if you have the confidence, systems skills and a willingness to learn that’s perfect
So, now you’re really interested?
The fine print
