Contact Centre Advisor

Broadacres Housing Association Limited; Northallerton; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

33 days holiday and leave

Pension contributions up to 10%

Flexible working

BroadRewards: Cycle to Work

Wellbeing support and EAP

Eye care and health benefits

Job summary

Broadacres Housing Association Limited in Northallerton is seeking a dedicated Contact Centre Advisor to handle customer enquiries by phone, email, text and social media, delivering clear and helpful information and resolving issues at first contact.

You will work in our Contact Centre Team, recording interactions accurately, supporting repairs, rents, housing services, and customer satisfaction targets, while maintaining professionalism under pressure.

Qualifications

• Demonstrable experience of working in a customer service environment.
• Experience using IT systems and Microsoft Office to an acceptable level.
• Strong written, verbal, interpersonal and relationship-building skills.
• Willingness to train and develop across all aspects of customer service.

Responsibilities

• Provide an exceptional customer experience across multiple channels (phone, email, text, social media).
• Resolve enquiries at first point of contact wherever possible across repairs, rent payments, tenancy matters, and related housing services.
• Record accurate contact details and keep CRM data up to date.
• Work with colleagues, contractors and specialist teams to resolve complex enquiries while owning the contact where appropriate.
• Respond to and administer complaints in line with Broadacres policies and procedures.
• Meet performance targets and service levels while complying with legislation and best practice.
• Undertake customer satisfaction surveys and provide clerical support.

Skills

Customer service

Communication

Teamwork

Accurate record keeping

Tools

Microsoft Office

Job description

Contact Centre Advisor

Northallerton

Perm Contract

Full time

The Role

We're looking for a Contact Centre Advisor to join our Contact Centre Team, resolving customer enquiries at the first point of contact and providing clear, efficient and effective information across phone, email, text and social media.

What You'll Do

This is a varied role where you'll handle a wide range of customer enquiries, work to resolve issues promptly and empathetically, maintain accurate records and collaborate with specialist teams to deliver an exceptional customer experience.

Key Responsibilities

• Provide an exceptional customer experience across multiple contact channels, including phone, email, text and social media.
• Resolve enquiries at first point of contact wherever possible across repairs and maintenance, rent payments and recovery, lettings, anti-social behaviour, tenancy matters, developments, sales, damp and mould, hazards and complaints.
• Record accurate contact details and keep customer information up to date in the customer relationship management system.
• Work with colleagues, contractors, outside agencies and specialist teams to resolve complex enquiries while retaining ownership of the customer contact where appropriate.
• Respond to and administer complaints in line with Broadacres policies and procedures.
• Meet performance targets and service level agreements while complying with legislation, regulation and recognised best practice.
• Undertake customer satisfaction surveys and provide general clerical and administrative support.

About You

• You care passionately about delivering great customer service and handle enquiries professionally, promptly and with empathy.
• You communicate clearly in writing and verbally, build positive professional relationships and can persuade others to take appropriate action.
• You work collaboratively, remain level-headed under pressure and can balance several enquiries while progressing each towards resolution.
• You are confident using online technology and committed to accurate record keeping, continuous learning, diversity and inclusion.
• You are flexible, committed to team working and willing to adapt your hours when required, sometimes at short notice.

Essential Qualifications & Experience

• Demonstrable experience of working in a customer service environment.
• Experience of using IT systems and Microsoft Office applications to an acceptable level.
• Strong written, verbal, interpersonal and relationship-building skills.
• A willingness to train and develop across all aspects of customer service.

Desirable

• Previous customer service or call centre experience.
• Previous experience in housing.

What We Offer

• Generous holiday allowance starting at 33 days and increasing with service with the option to buy additional leave
• Generous pension scheme with employer contributions of up to 10%
• Flexible and supportive working within a collaborative and customer-focused team
• Access to our BroadRewards platform, offering schemes such as Cycle to Work and Smart Tech
• A strong focus on wellbeing, including a 24/7 Employee Assistance Programme, counselling support and occupational health services
• Everyday financial and lifestyle support, including eye care and flu vouchers, savings and low-cost loan options, payroll giving to charities, and access to money advice services

Why Broadacres?

At Broadacres, we champion diversity and are committed to being an equal opportunities and disability confident employer. We welcome applications from all community sectors and encourage individuals underrepresented in our organisation to apply.

Our Organisation

Broadacres is a successful, innovative, not-for-profit housing association based in Northallerton, North Yorkshire. We own and manage more than 6,900 homes across various regions, providing top-tier services aimed at meeting our vision: 'to be the best rural housing association in the country'. We ensure our customers receive first-class service, making them proud to live in a Broadacres home.