Customer Service Advisor

Equals One
Shipley, West Yorkshire
salary 19,443
09 Mar 2018
25 Mar 2018
Contract Type

Customer Service Advisor

The salary for this post is £19,443 per annum for applicants who fully meet the requirements of the post. Applicants, who do not meet all of the requirements of the post, will start 5% or 10% below the spot salary


Full and Part Time and Evening shifts available - please specify on your application whether you would be wanting Full Time or Part Time hours

Shipley, West Yorkshire, BD17 7SW

Accent is a registered social housing provider. We currently own 21,500 homes which over 34,000 residents call home. Our Head Office is based in Shipley and our regional offices are in Middlesbrough, Burnley, Camberley and Peterborough. We deliver our services around three key themes, ‘personal,’ ‘modern’ and ‘better’. Together these make up our vision of Accent - a thriving organisation with its residents at its heart.

As a Customer Service Advisor in our Contact Centre, you will provide a high quality service in line with agreed performance standards and targets. The Contact Centre operates between 8:00am and 8:00pm Monday to Friday and 8:00am to 12:00noon Saturday and staff will work on a rota basis. You’ll need to be able to utilise multi-media communication methods to ensure that all resident enquiries are dealt with promptly and efficiently, leading to high rates of customer satisfaction. We have recently introduced our new self-service website and are developing exciting new contact channels through social media platforms. We are investing in our new contact centre and creating a really great place to work. Your role is to deliver a frontline service, aiming to resolve 80% of all customer enquiries at the first point of contact; ensuring the highest levels of customer service are delivered through all customer contact channels and to the standards outlined by the management team. This is a demanding but rewarding role where no two days are the same.

To be successful in this role, ideally you will have:

1. Proven experience of providing excellent customer services, preferably within the housing sector 2. Experience of working in a customer contact centre or similar environment

3. Experience of following agreed procedures and accurately recording data and information

4. Previous experience of providing accurate and clear responses to both routine and complex customer enquiries – by telephone, online, face to face or in writing

5. Using technology to record customer conversations, setting and prioritising tasks for colleagues

Closing date 25th March