Temporary Customer Service Advisor

Temporary Customer Service Advisor

Salary: £26,000per year

Full Time: 35 hours per week on a rota basis providing cover Monday – Friday 8am to 8pm and Saturday 8am to 12noon

Shipley

We manage and run our business in a way that we can continue to be successful and make a real difference in the communities in which we work. We put our residents at the heart of the business and strive to offer a personal, modern, better service. More than 80% of all our contacts with customers are dealt with through our contact centre. This is where residents can contact us about repairs, Anti-Social Behaviour, rent enquiries and many other services.

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

Accent Group is a registered social housing provider with Head Offices in Shipley, West Yorkshire and regional offices across the UK. The Group provides over 20,000 homes to around 34,000 residents nationwide. We offer an excellent salary and benefits package, a salary based contributory pension scheme with generous holidays and both internal and external training opportunities.

Closing date 7th October

We positively welcome and support the diversity of the communities we work with and the people we employ.