Customer Service Advisor

Town & Country Housing Group
An exciting opportunity has arisen to join the Customer Service Team at Town & Country Housing 12 month Fixed Term Contract (covering maternity) About the role: As a Customer Service advisor, you will be the first point of contact for our customers and will ensure customer satisfaction in line with our service strategy. This role would suit a highly motivated and conscientious individual who is customer focussed, with excellent attention to detail. You need to have good people skills along with the ability to be flexible and adaptable. A positive team-player, you will bring excellent communication skills coupled with the ability to support colleagues and our residents with a range of different enquiries. Why choose us: •By choosing Town and Country you will enjoy a variety of employee benefits including: •Contributory pension scheme 4% to 10% matched contributions •Hybrid working •Free onsite car parking •Life assurance of 4x annual salary ( Terms and conditions apply ) •30 days annual leave in addition to bank holidays •Employee assistance programme (24/7 telephone advice, information portal & face to face counselling sessions) •Corporate eye care scheme providing free eye tests and free VDU glasses or contribution towards VDU glasses •Extensive annual Staff Wellbeing programme •Enhanced maternity, paternity, and shared parental leave provision •Flexible annual benefits allowance of 1% of salary (for dental, healthcare, shopping vouchers, technology etc) •Annual flu vaccinations •Access to an extensive range of corporate discounts on shopping, travel & days out •Regular staff social events lunchtime walking club, rounders, yoga, Pilates, Summer BBQ, Christmas party, festive Fridays etc •Travel loan. Key Activities: Ensure customer contact is achieved within set timescales, including taking telephone calls and responding to e-mails/webchats Respond to online customers and provide standard written responses in conjunction with the Senior Advisor or the Customer Services Manager Taking customer repair calls, diagnosing issues & booking repairs appointments Participate in training, following identification of needs through a training needs analysis Take an active role in the implementation of new customer service initiatives Participate in projects and workgroups at the request of the Customer Services Manager Assist the Customer Services Manager in the implementation of policies and processes aligned with customer care, with a view to improving performance from customer feedback Ensure processes are written for the customer service operation and regularly maintained Ensure full business continuity is achieved by providing cover for the operation where necessary Ensure full compliance with the equality and diversity regulations Participate in customer engagement and feedback with a view to continuous improvement Liaise with other departments/staff/outside agencies as appropriate Comply with operational Key Performance Indicators in line with departmental targets General: To adhere to the Group s equal opportunities policy and to actively promote equality of opportunity wherever possible. Recognise, respect and promote the different roles and diversity of the individuals within the Group. To actively contribute towards the Group s key performance indicators and professional standards. Work in accordance with the General Data Protection Regulations (GDPR) and Data Protection Law and be responsible for the integrity of personal information you process. This may include identifying anomalies in data and investigating and correcting them where appropriate. Ensure you attend training on data protection regularly. To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act (1974) and relevant EC directives. To participate in training and attend other meetings and staff events as required. To undertake other such duties as may be reasonably expected from time to time. Be an effective member of your team, presenting a positive impression of your section and the Group. This job description is a guide to the nature of the work required. It is not comprehensive and does not form part of the contract of employment. Knowledge and experience: Office administration experience Customer service experience essential Microsoft Office experience Knowledge of housing issues, including equal opportunities and housing associations Education and Qualifications: GCSE or equivilent education Behaviours: Calm, confident and approachable manner Excellent communication skills, face to face and via telephone Ability to think and act quickly in a pressurised environment Proven ability to negotiate outcomes and solve problems Experience of using own initiative to implement and improve work systems Ability to prepare and interpret numerical data and to explain to others Proven ability to plan and manage own workload Ability to work well as part of a team Desire to provide excellent customer service Resilience when dealing with difficult situations Closing date for applications is: 5th July 2023 We reserve the right to bring the closing date forward, so we strongly encourage early applications. Do not delay apply today