Contact Centre Advisor

Contact Centre Advisor 

Birmingham (Birmingham Business Park)

Salary:£19,665 per annum

Contract: Fixed Term Contract until 28 June 2019

Hours:35 hours per week permanent - working to a planned rota to cover a 24/7 service)

The Role

We have an exciting opportunity available to join our Contact Centre Team as a Contact Centre Advisor on a fixed term basis. This role is to deliver a professional and efficient, first class customer service at all times.

You will be responsible for ensuring all internal and external telephone calls are answered politely as well as ensuring you are working to agreed service standards. You will act as the first point of contact for enquiries from customers by telephone, e-mail and via the website, including our customer portal and web chat.  

You will be responsible for resolving and completing all enquiries, wherever possible without referral to another service team, so you must have a confident and friendly telephone manner. In situations where you are unable to resolve matters, you will be responsible for escalating enquiries to appropriate service areas, so excellent judgement and decision-making skills are of paramount importance.  

Skills/Experience Required

You must have experience of working in a customer service focused environment, either face to face or on the telephone. An excellent knowledge of telecommunications and information technology is essential because you are required to accurately input information into computer systems and ensure that the Customer Database (and related systems) are updated following each enquiry.

Ideally the successful candidate will possess 5 GCSEs (or equivalent) including Maths and English at Grade C or above, however this is not an essential requirement.

As we operate our own emergency out of hour’s service, various shift patterns will need to be covered to ensure the business operates smoothly and seamlessly.  This will mean that Advisors need to be able to work to a planned rota covering the service 24/7, although the need to work evening or weekend shifts is infrequent.  

Contact Centre advisors will be set up to work from home to deal with emergency repair enquiries received during the evenings, nights, and at weekends. Advisors working weekday shifts will be office based at Birmingham Business Park.

As you will undertake site visits and attend Group Offices, it is desirable that you have a driving licence and the use of your own vehicle or alternative means to getting to required locations.  

Please note this vacancy may expire prior to the closing date if we receive a high volume of applications. Please ensure that you apply early to avoid disappointment.

Please be advised, we will not contact unsuccessful applicants, please log in to your Networx account for an update on your application.  If you do not hear from us within 14 days of the vacancy closing, your application has been unsuccessful on this occasion.

What We Offer

We offer a great benefits package including 24 days annual leave (plus bank holidays), a defined benefit pension scheme, a health cash plan, Employee Assistance Programme and childcare vouchers.

Who We Are

Waterloo Housing Group are a major social housing group providing almost 26,000 rented, shared ownership, retirement and leasehold homes across the East and West Midlands and Lincolnshire. We are also building an increasing number of affordable homes each year.  

We have a strong reputation for managing our homes to a high standard. By working closely with our residents, we are continually improving our housing services to offer the best quality, choice and value for money.

Working for Waterloo Housing Group is more than just a job - it's about making a difference to people's lives.

Waterloo Housing Group is committed to safeguarding and promoting the welfare of children and adults within the communities we work in.

Closing Date:    Midday on Tuesday 31 July 2018

Interview Date: Thursday 9 August 2018