Customer Contact Advisor

Customer Contact Advisor

Milton Keynes (Kents Hill) - office & home based

£24,467 per annum

Full Time - 36.5 hours per week over 5 days

Permanent and fixed term contracts available

 

 

Would you thrive in a job that is making a real difference to people’s lives in your region?

 

Here at Grand Union, we are more than just a financially strong Housing Association, we are making an impact on the housing crisis, supporting sustainable communities and providing life-long homes for our customers. We provide additional, critical services to support the most vulnerable but we also build shared ownership and outright sales for those who want to get on the property ladder.

 

We are passionate about our communities and we are committed to being a Learning Organisation, developing talent to deliver our service goals and supporting the next generation into a career in Housing.

 

 

About the role:

We are seeking two Customer Contact Advisors to join us in our busy Customer Contact team. The main purpose of this role is to provide an exceptionally high level of service to customers by whichever method they choose to make contact, resolving issues at the first point of contact where possible.

 

 

Your main responsibilities will include:

· Providing customers with a first point of contact for all enquiries (telephone, post, internet, Facebook, live chat) giving appropriate advice and taking ownership of enquiries.

· Checking and updating customer profiling data

· Looking for opportunities for customers to self-serve in the digital age, making suggestions where possible

· Feeding back information and ideas that will help to improve the service, efficiency and customer service delivery

· Ensuring that accurate customer and property information is maintained, updating systems where necessary

· Diagnosing repairs using a call scripting tool

· Raising manual repairs orders

· Obtaining progress of outstanding repairs

· Dealing with rent enquiries, taking payments and making payment arrangements on arrear

 

 

What we’re looking for:

· Experience of working within a busy customer facing contact centre environment

· A strong team player

· The ability to provide a high level of customer service and process data quickly and accurately

· The ability to collaborate with other teams and external agencies

· The ability to follow procedures and maintain clear, concise records

· Excellent organisational skills with the ability to plan and prioritise effectively to meet the demands of a fast-paced environment

 

 

It would also be advantageous for you to have:

· Experience of working within a housing maintenance / building environment

· Experience of working within a social housing setting including dealing with rent / payment queries

· Experience of dealing with emails, social media and webchat contact

· Some knowledge of building terminology and basic domestic amenities

· The ability to identify areas for process change to enhance customer experience

 

 

What we offer:

· Annual leave 25 days rising to 30 days with length of service

· Generous defined contribution pension scheme – employer contribution up to 10%

· Life assurance (2x salary)

· Generous sick pay

· Free car parking

· Numerous learning and development opportunities including qualifications

· Paid professional subscriptions (max 2 if both relevant to role)

· Agile working

· Medicash counselling (helpline and face to face)

· On-site wellbeing activities including massages

· Free annual flu jabs

· Plus lots more! (see attached benefits list)

 

If you are like-minded in wanting to help shape the future of housing through the delivery of quality services to our customers, great at your job and with a ‘can-do’ attitude, we want to hear from you.

 

You are just one click away from starting your journey with us…

 

We are committed to implementing our Equality, Diversity and Customer Care Policy and are proactive about safeguarding vulnerable adults and children,

 

NO AGENCIES

 

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