Customer Experience Advisor

1 month ago

Bradford, United Kingdom Anchor Full time

The role: Customer Services Advisor – On Call

Location: Bradford

Salary: £24,000 per annum, pro rata increasing to £25,000 after successful probation.

Contract: 10 Month Fixed Term Contract, 34.5 hours per week

About the role:

We are the largest not-for-profit provider on housing and care for older people in England and manage 60,000 homes for people in later life across almost 1,700 sites. In addition, we have several private clients that also benefit from our Anchor on Call 24-hour emergency call service.

As part of the On Call team you will provide assurance, assistance, and practical support to a customer base of around 60,000 Anchor and private customers. The role will include regular liaison with contactors, emergency services, colleagues, customers and their relations, and others to provide the highest level of service delivery to all customers. Full and on-going training will be provided.

Reporting into the On Call Team Manager (or Team Leader on shift) and working as part of a team, responsibilities will include:

Working shifts with up to 13 Customer Service Advisors to deliver a 24-hour community alarm service to some our customers at over across England, aged 55 and above. Managing alarm calls from customers, including medical emergencies, requests for Carer support and property repair, and incoming and outgoing telephone calls, to deliver excellent services in line with established policies and procedures. Providing a range of services to scheme customers, contractors and visitors, colleagues, and others, from reassurance and advice to arranging out of hours emergency repairs and emergency services attendance. Arranging appropriate assistance, record outcomes and ensure incidents and information are handed to third parties to attend and provide practical assistance. Making appropriate judgments, based in database information available, established procedures, training and experience, but with the opportunity to exercise judgment and initiative where appropriate, all supported with the opportunity to seek guidance or escalate alarms calls appropriately to a Team Leader. Data inputting from emails and phone calls from operational and other colleagues to maintain an accurate and up-to-date database

Required Knowledge and Experience:

Numerate and literate, with working knowledge of MS Office applications, in particular Excel, Outlook and Word. Experience of remote working with customers, , remotely identifying their needs and expectations. Experience of working with older people, community alarms, alarm monitoring or call centres is not essential but would be beneficial. Experience of working to targets/KPIs and driving own personal development. Required Skills: Ability, enthusiasm, and passion to deliver high quality customer service, working professionally and calmly under pressure A "people person", able to build and maintain strong and effective relationships with internal and external stakeholders. Communication is key to your success in this role which includes a calm, sympathetic and decisive approach to a wide range of challenging situations Flexible, able to work a variety of shifts, resilient and adaptable to perform and deliver within an ever-changing environment.  Effective and accurate written and verbal communication skills with excellent attention to detail Competent in multi-tasking, prioritisation and forward planning and ability to manage competing demands

Anchor – a great place to work

Anchor is England’s largest not-for-profit providers of care and housing for older people. Our heartfelt ambition is to transform housing and care so everyone can have a home where they love living in later life.

We’re not-for-profit which means every penny we make or save is invested in the people who live with us, the places they live and the people who work here. That means a better standard of care and customer service, better wages, more investment in training and development and improved facilities.

A rewarding environment

From health and happiness to finance and your career, we’ll give you all the support you need.

Health & happiness

Gym, fitness and wellbeing discounts Mental health support Flexible working options Access to online GP appointments

Finance

Pension plan – contribute between 4% and 8% and we’ll match it or better Quick and easy pension transfer service Savings and financial advice, loans, free life assurance Discounts on shopping, holidays, phones, technology and more

Career

Ongoing personal and professional development programme Leadership Pathways online learning resources Career progression and promotion opportunities

To see our full range of benefits, check out our dedicated Please follow the link or copy and paste

Celebrating diversity, celebrating you

Anchor is proud to be an equal opportunity employer. We aim to celebrate diversity and inclusion in all that we do, as we know that the more diverse our colleagues are, the better care and support we can give to our residents and each other.

We are proud to have an LGBT+ group for our residents, and also Disability, LGBT+ and race and ethnicity colleague networks. These work to celebrate diversity, address concerns, review policy and practice and empower their members. We also have an Inclusive Ambassador network to allow all colleagues to be part of promoting diversity and to be an ally to others.

We are a Gold Standard Inclusive Employer, a Stonewall Diversity Champion, Menopause Friendly and a signatory to the Care Leaver Covenant, HouseProud Pledge and Age Friendly Employer Pledge schemes.

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