Customer Service Advisor

Job description

**Vacancy**: Customer Service Advisor

**Closing date**: Sunday 15th June 2025

**Shortlisting**: Monday 16th June 2025

**Proposed Interview date**: Monday 23rd June 2025

**Salary**: £26,057.35 (pro rata)

**Hours**: 20 hours per week (Monday-Friday 1pm until 5pm)

**Contract Type**: Permanent

**About the vacancy**:
Our customers are at the heart of everything we do and the Customer Service Advisors are at the heart of delivering high quality customer focused services to Hedyn customers by delivering, promoting and supporting a 'right first time' approach to customer enquiries, ensuring consistency of service across different communication channels and touch points.

You will make effective use of our digital systems to ensure that we display impressive customer recognition and deliver our commitment to providing services which delight.

**Specifically, in the role you will**:

- You will support the delivery of all first-point-of-contact services to customers across all touch points, using what customers tell us to shape services, homes and communities.
- You will be responsible for resolving customer enquiries and collating customer insight information at first point of contact.
- You will engage with local networks and partners to provide and deliver effective services or signpost where appropriate.
- You will deliver customer service and relevant administrative functions to achieve resolution at first-point-of-contact, tailored to customer requirements.
- You will use multiple digital channels, promoting channel shift at every opportunity and providing services within defined standards.
- You will ensure customer profiling and customer feedback is collected at source for service improvement purposes.
- You will provide customers with details of rent balances, payment methods and take customer payments.
- You will deal with requests from customers who need repairs to their home, arranging suitable appointments and liaising with colleagues in property services teams to ensure repairs are carried out effectively and efficiently.
- You will assist with customer satisfaction monitoring.
- You will be responsible for identifying areas where services can be improved and share this learning with the association.
- You will log customer complaints and seek to resolve them.
- You will act upon safeguarding concerns immediately and in compliance with the safeguarding policy and procedure.
- You will keep abreast of all relevant legislation and good practice issues relating to the role.
- You will be responsible for the identification and management of business risk.
- (Please refer to the attached role profile for more information.)_

**Application Process**:
Your Hedyn, our comprehensive benefits package:
We believe Hedyn is a great place to work and it is important to us that our people feel the same way.

As well as offering varied and fulfilling careers, we want every colleague to feel appreciated. That means having the best possible benefits package, the flexibility to maintain a great work-life balance and the opportunity to achieve your full potential.

**Enhanced Pension Scheme**:
We offer an attractive pension scheme with generous employer contributions.

**Enhanced Annual Leave**:
You will start on 25 days annual leave (+ Bank Holidays) which would increase to 30 days following 3 years service.

**Agile Working Policy (dependent on role)**:
Hedyn work with the philosophy that work is something you do rather than somewhere you go.

**Health and Wellbeing**:
We have many health and wellbeing policies and initiatives such as Cycle to Work and Enhanced Maternity/Paternity/Adoption.

**Development**:
We offer many professional and personal development options such as paying for professional membership, sponsored study opportunities and career progression and development.

If you are looking for your next career challenge, seeking responsibility, and are passionate about delivering the best possible service, we would love to hear from you.