Customer Contact Advisor

3 weeks ago

Milton Keynes, United Kingdom Grand Union Housing Group Full time

We're on the lookout for a Customer Contact Advisor to help deliver exceptional service and resolve customer issues at the first point of contact. Whether it's through the phone, post, internet or live chat, you'll be the friendly face our customers turn to.

In this role you’ll support our bustling contact centre handling an average of 400-500 contacts daily. You'll join our dedicated team operating within our core hours from 8.45am to 5pm Monday to Friday, with lunch breaks scheduled between 12pm to 2pm to ensure an efficient service to our valued customers.

Your role

  • Respond promptly to customer needs over call, email and post.
  • Handle inquiries and referrals efficiently.
  • Schedule repair appointments using the scripting tools provided.
  • Track repair progress internally and externally.
  • Manage rent enquiries and payments, addressing low-level arrears.
  • Identify and signpost customers for financial and wellbeing advice.
  • Encourage self-service options.
  • Keep customer information accurate and up to date.
  • Document interactions for service improvement.

What we're looking for

  • Experience in a bustling customer contact centre environment.
  • Strong teamwork and rapport building.
  • Ability to deliver top-notch customer service and process data swiftly.
  • Collaborative spirit with internal teams and external agencies.
  • Excellent organisational skills for a fast-paced environment.
  • Confident communication - emails, phone calls, social media, and webchat.

Perks of working at Grand Union

️Annual leave of 25 days, rising to 30 days after 5 years of service

Generous pension scheme – employer contribution up to 10%.

Extra day's leave for no sickness absence in the financial year.

Christmas week off (no need to use your annual leave allowance)

Opportunity to buy/sell annual leave.

Enhanced maternity, paternity, and adoption leave.

Paid emergency and compassionate leave.

Life assurance (2x salary).

Generous sick pay.

Free annual flu jabs.

Paid qualification.

Plus more – check out the full list of benefits in the attached document

Important information

Grand Union Housing Group and Longhurst Group are excited to be merging, creating even more opportunities for growth and impact. Learn more about the merger here.

Please note to be eligible for this position, you must have the right to work in the UK and reside within the UK for the duration of your employment. We do not offer sponsorship. Proof of your Right to Work will be required.

Closing: 7 November

Interviews: 12 November

We reserve the right to close the vacancy before the advertised closing date in the event of an overwhelming response or a change in business priorities.

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