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Service Centre Advisor

2 months ago

Manchester, United Kingdom MSV Housing Group Full time

Contract: 1x Permanent and 1x 12 month FTC

Hours of Work: 35 hours per week, Mondays to Fridays between 8:30am to 5:00pm on a rota basis 

Closing date: 27th September 2024 

Interviews: TBC

**Please confirm on your application form which role you are interested in.

We are looking to recruit an experienced Service Centre Advisor with fantastic customer service skills to join our established team. 

At MSV Housing we’re committed to making sure our customers have good quality safe homes and our Service Centre Advisors are key to make this happen.  Reporting to a Team Leader our Service Centre Advisors are the first point of contact for our customer’s providing a first point of contact resolution on a range of queries via a variety of channels, understanding with empathy the diverse needs of our customers. 

What will you be doing; 

  • Delivering a comprehensive, efficient and effective customer experience based on a ‘first point of contact’ principle, by telephone, electronically or in writing maintaining high standards in customer care. 

  • To deal with all service requests in line with service standards 

  • To be responsible for providing excellent levels of call quality and first-time resolution across all contact methods. 

  • To liaise with colleagues in the wider company in respect of all service requests to support a positive experience for customers 

  • To update customers on progress with service requests when necessary. 

  • To update all management information systems (databases and spreadsheets) accurately and efficiently in line with established policies and procedures. 


What we are looking for; 

  • Experience of handling telephone calls and resolving issues at the first point of contact 

  • Experience of working collaboratively across a range of departments 

  • Experience of working to performance targets 

  • Experience of Microsoft packages and data entry 

  • Experience of using a call handling system or CRM System would be an advantage. 


The successful candidate will be required to work from our office 1 or occasionally 2 days per week. 

We offer a range of great benefits including: 

  • Flexibility on where you work with home working kit provided 

  • 33 days holiday per year plus bank holidays, and a holiday a buy scheme. 

  • Company pension scheme with up to 10% matched contributions 

  • Company funded access to a health cash plan, where you can claim back costs of everyday health treatments such as optical, dental and much more. 

  • Enhanced sick pay with up to 3 months full pay and 3 months half pay 

  • Health and Wellbeing Support including an employee assistance programme, free counselling, mental health first aiders and numerous wellbeing initiatives 

  • Life assurance subject to being a member of our company pension scheme. 

  • Learning and development to support you to develop the skills you need to fulfil your role and progress in your career 

  • Commitment to Equality and Inclusion with employee network groups covering anti-racism, LGBTQ+, disability and long-term health conditions, carers, and menopause. 


MSV are also committed to supporting you to balance work and life, including with any caring or parental responsibilities you might have, and have a range of flexible working options and wellbeing support available to all colleagues to facilitate this.