Customer Service Advisor

Location

Newcastle upon Tyne | United Kingdom

Job description

Customer Service Advisor

Hybrid role – working from home and our office at One Strawberry Lane

Start date 8th April 2024 with interviews on 6th & 7th March

Starting salary £23,464 per annum and great benefits including Health Cash Plan

Permanent, full time (37.5 hpw)

First four weeks will be full time office-based Monday to Friday 9:00 to 17:00

Home, a place where you belong

Do you want to start Spring with an exciting new challenge? We have the perfect opportunity for you to kick start your career with us.

Join us in our fantastic role of Customer Service Advisor, supporting us to deliver an outstanding first point of contact experience to our customers. You’ll work various customer contact channels such as voice calls and digital contact to diagnose and resolve a broad range of maintenance, rent and general customer queries in line with our customer promise and Home Group policy and processes.

Do you genuinely care, and get a buzz from helping people?

Fancy going home each day knowing that you have helped change our customers lives for the better?

Home Group is a social enterprise that supports some of the most vulnerable in society, including people with mental and physical health issues. Are you up for a new challenge in supporting our customers?

If so, we are looking for new brilliant colleagues to join our European award-winning team. (I Know, that’s impressive!!) This isn’t “ just ” any old customer service role, we’re looking for “customer service heroes” to support our customers.

Typical day as a Customer Service Advisor

• ‘First time fix’ for new and existing repairs through effective diagnosis and questioning.


• Achieve best possible outcomes in line with our customer promise and service levels, advocating on behalf of the customer throughout the process. In doing so, you’ll adapt your communication style to suit each individual customer and their needs.


• Collaborate with Maintenance, Housing, other colleagues, and contractors to ensure repairs are be delivered to reasonable timescales


• Consistently brilliant service across all our customer channels.


• Timely escalation when things don’t quite go to plan, working with your manager and/or other teams such as complaints, maintenance leaders and housing colleagues – keeping the customer fully informed at all times.


• Constantly looking at how we can provide an even more brilliant service to our customers, sharing your experience and learning to improve our services and help fellow colleagues

Fancy going home each day knowing that you have helped change our customers lives for the better? You’ll do that here, working for one of the top ten Great Place to Work in the UK!

You bring

• Previous customer service experience delivering outstanding service.


• Strong administration skills, with great communication and listening skills.


• Able to build rapport to support customers and achieve targets.


• Ability to work as part of a team and on own initiative, taking personal responsibility for “making things happen”, delivering results and ensuring deadlines are met.


• Ability to multitask and change focus quickly based on our customers needs.

Our team

Looking for a job where you really belong? Where you can be, well you! Bring your uniqueness, brilliant skills and awesome experience to deliver amazing things for our customers. You’ll join our team, who come from different walks of life and are here to support you as you make yourself at Home!

Job details

• Hours are 37.5 per week, typically Monday to Friday between 8:00am and 6:00pm on a shift rotation


• This is a hybrid role, so you’ll spend two days in our office in Newcastle, the rest working at home.


• You must be able to use technology for updating records on our CRM System, communicating with customers, online learning and collaborating with colleagues.

A place where you belong

Great things happen when we can be ourselves at work. We want all our colleagues to be who they truly are here. Our internal diversity networks, peers and allies (Multicultural, LGBTQIA+ and Disability) support us all to be our best. Together we make Home Group a great place to work!

What’s in it for you?

• 34 days annual leave (includes bank hols and a “me day” to use whenever you fancy) increasing to 39, the option to buy 5 more, and time off for volunteering too!


• Health cash plan saving you from £1140 per annum. We’ll cover your costs (and kids if you have them) towards dental, optical, prescriptions, alternative therapies and lots more.


• Over 800 high street discounts on groceries, holidays and days out. Looking for a new phone, bike or car? Save money with us.


• We’re Investors in People Platinum employer, a Great Place to Work and 10th Best place in the UK for Wellbeing”


• We Grow Our Own colleagues (not literally of course!), when you’re ready for the next step in your career, you can grow with us!


• Generous pension scheme with life insurance of 3x salary.


• Explore our benefits in detail on our website.

Find out more

Click APPLY NOW to see our Customer Service Advisor Job Description and for help to apply. Sometimes we close a job early, so don’t delay or you might miss out. Finally, do let us know if there’s anything we can do, to help you shine in our process at [email protected]

Proud member of the Disability Confident employer scheme

Disability Confident

About Disability Confident

A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident .

Job tags

Salary

£23.46k per annum