Customer Service Advisor

Customer Advisor

We are working on behalf of one of the largest housing associations in the country who own and manage more than 37,000 homes for 86,000 residents across the south and south west of England and oversee one of the largest development programmes in the affordable housing sector.

They combine a social ethos with a commercial approach to provide a range of affordable homes with value added services that help residents achieve their aspirations.

We currently require full time, permanent Advisors to join their Customer Service team in central Newbury to provide responses to a wide range of enquiries from residents via telephone, email, letter and social media channels including Facebook and Twitter.

Responsibilities

• Manage customer enquiries through a range of channels in order to provide a first point of contact resolution
• Handling complaints (This will be an important part of your role)
• Be able to empathise with customers and where appropriate, confidently handle objections
• Complete customer verification, processing repairs, forms and requests
• Identify and log complaints, escalating to the correct team or department for action - maintain accurate records and update systems
• Recognise complex queries and escalate where necessary to appropriate specialists

Candidate Requirements

• Previous experience within a customer service environment
• Previous experience of dealing with complaints/complaint handling
• Min 5 GCSEs grade C or above (or equivalent) including English and Math
• Capable and calm when working under pressure
• Able to multi-task to effectively determine priorities
• An effective communicator (written and verbal) with strong interpersonal skills
• Good IT skills
• Numerate

If you are unable to apply online please contact the recruitment team to discuss an alternative method of application.