Contact Centre Advisor

**Customer Services Advisor - Closing Date 17th December**
- £25,840 per annum, pro-rata
- 12-month temporary fixed term contract
- V72, St Asaph/hybrid working (this role requires a minimum commitment of 50% of your time spent in our office location)
- 37 hours per week

**Purpose**

The role of a Customer Services Advisor revolves around providing excellent customer service to residents, addressing their needs, and fostering positive relationships within the community.

**Job Benefits**
- Are you looking for an excellent work life balance?
- Would you like 25 days paid holiday (increasing to 30 days), with the opportunity to sell/purchase more annual leave?
- Receive up to 8% employer pension contributions.
- Join a Cycle to Work scheme.
- Receive eye care vouchers.
- Free hot meals provided to staff when working.
- Excellent enhanced maternity package and many other company benefits.

**Key duties**
- To contribute to the successful operation of the Customer Contact Centre, in accordance with the Association’s strategy, policies, procedures, performance and service standards.
- To be able to demonstrate high levels of customer care skills both verbally and written when responding to enquiries from tenants, residents, applicants and other callers regarding housing services, maintenance and rent enquiries using the Association’s database and policy and procedures. **To have knowledge of maintenance issues to deal with tenants’ and residents’ enquiries in relation to repairs in line with the Association’s policies and procedures.**:

- To record details of all calls on to the Association’s computerized and paper-based systems, ensuring accurate and up to date information of actual and proposed actions is maintained.
- To deal with 80% of all customer service enquiries without referring to other staff.
- **Where it is necessary for an enquiry or problem to be referred to other staff/sections for resolution, to monitor the progress of enquiries/problems, and keep the customer informed of progress.**
- To maintain close working relationships with a range of internal and external customers to ensure the smooth operation of the Customer Contact Centre.
- To liaise with maintenance staff and external contractors concerning the progress of maintenance issues.
- To work co-operatively and supportively with other Customer Contact Centre team members to achieve the Association’s service standards.
- To ensure the adoption of a corporate approach to customer care and advice.
- To identify and bring to the attention of the Customer Services Team Leaders/ Customer Service Centre Manager, any issues which may prevent the Association from achieving corporate customer care standards and other strategic objectives.
- To contribute to the identification of potential improvements to Contact Centre processes in the spirit of continuous improvement.
- To be responsible for the placing of orders relating to maintenance enquiries and re-chargeable repairs, (up to values determined within Association procedures) ensuring these are correctly coded for budgeting purposes.
- To process purchase orders ensuring that they are coded correctly for budgeting purposes.
- To receive cash payments from the public on reception in accordance with the Association’s policy and procedures.
- A flexible approach to the role is required, which will include the requirement to work variable hours including evenings and weekends when required.
- To comply with the Association’s Risk Management Strategy, identifying and mitigating against risk.
- Compliance with Standing Orders and Association Policies and Procedures, especially regarding Housing Services. To make known to Senior Officers any areas which are not adequately covered.
- To perform any other reasonable task as determined by the Manager, Director of Housing Services, Chief Executive or Board of Management

**Job Types**: Full-time, Fixed term contract
Contract length: 6 months

Pay: £25,840.00 per year

**Benefits**:

- Company pension
- Free parking
- On-site parking

Application question(s):

- Are you aware this is a 6 month fix term contract
- Can you describe a time you have provided excellent customer service

**Experience**:

- Customer Service: 1 year (required)

Work Location: Hybrid remote in Saint Asaph, LL17 0JD

Application deadline: 17/12/2024
Expected start date: 06/01/2025