Customer Advisor

Karbon Homes; Leeds; Hybrid; GBP 22,000 - 27,000; Full time

Job summary

A housing association in Yorkshire is seeking an enthusiastic Customer Advisor to join the team in Leeds. The role offers a hybrid working model, handling customer enquiries and ensuring quality service. Candidates should have prior customer service experience, with a focus on empathy and effective communication. The position comes with competitive pay and a comprehensive benefits package including generous leave and pension options.

Benefits

26 days annual leave, rising to 31 days

Occupational pension

Health cash plan

Birthday leave

Qualifications

• Prior experience in a frontline customer service environment.
• Ability to handle phone calls and resolve customer issues at first contact.

Responsibilities

• Deliver exceptional customer service via inbound calls and emails.
• Triaging issues and identifying resolutions at the first point of contact.

Skills

Customer service experience

Effective communication

Empathy

Job description

We are looking to appoint an enthusiastic individual to undertake the post of Customer Advisor within our Customer Service Team, who has the skills and experience to deliver for our customers. You will be based at our offices in Leeds, LS6 2AD with a mix of office and home working.

The Role of the Customer Advisor

We are seeking a hardworking individual focused on delivering exceptional customer service through inbound calls and emails. Your primary responsibility will be to handle a range of customer enquiries, providing valuable support, expertly triaging issues, identifying the appropriate path to resolve as much as possible at the first point of contact. You need to be customer focused and be able to listen, show empathy, pinpoint the customer requirements and resolve calls while logging details on our IT systems. Extensive training and ongoing support, coaching & development will be provided.

To gain an interview you will have prior experience of working in a frontline customer service environment which must include handling customer phone calls. Our Customer Service Team is committed to delivering excellent service to our customers. We represent 54 North Homes at the first point of contact, dealing with a variety of customer enquiries. We pride ourselves on being knowledgeable, efficient and customer focused, delivering a quality customer experience.

To give yourself the best chance of being shortlisted, you need to provide full details and examples in the Supporting Statement based on the criteria in the person specification.

For further information about the role please contact David Bracewell at [e-mail]

We are committed to equality and diversity and are an inclusive employer. We welcome applications from people of all ages, disability/non-disability, ethnicities, genders, religions, sexualities, transgender status, and cultural backgrounds. Any candidate with a disability who meets the essential criteria for the post will be guaranteed an interview.

Neurodiversity Support Recruitment

We believe that everyone has unique strengths and skills to contribute to our workplace. We strive to create an environment that is inclusive and accessible for all. As neurodiversity is broad and unique to candidates, we are rethinking the selection process and removing barriers to allow candidates to fully showcase their true abilities and potential.

Reasonable adjustments we can consider:

• Questions in advance of the interview
• Specific and concrete questions rather than hypothetical questions
• Adjustments to the physical working environment (e.g., tests and interviews to take place in a venue with low sensory stimulus)
• Accepting video/recorded CVs where requested
• Recording videos that describe the role and responsibilities – use of visual aids/process maps for hierarchies and processes
• Extra time for tests/assessments
• Mentors and/or buddies during induction

54North Homes owns and manages over 4,000 homes throughout Yorkshire. The housing association was formed in December 2022, through a merger between Leeds & Yorkshire Housing Association and York Housing Association and is a subsidiary of the Karbon Homes Group. Our joining of forces with Karbon Homes affords us the opportunity for further development, ensuring we continue to make a positive contribution to the communities in which we work.

At 54North, we believe in providing high quality, affordable homes that are safe, warm and secure and in supporting our customers to live well in their communities. We put customers at the heart of everything that we do and strive to provide an excellent level of service. This extends beyond the bricks and mortar of our homes to empowering our customers and working in partnership to offer a range of other services, from training to financial support.

In addition to investing in our existing properties, we have an ambitious development programme and will provide 250 new sustainable homes throughout Yorkshire in the next three years to help address the shortage of good‑quality affordable housing in the region.

It's important to us that you feel fairly rewarded for the work you do. We offer a competitive and comprehensive benefits package that supports the wellbeing of our people.

• Customer Advisor – Fixed Term Role (6 Months)
• Salary is £26,739 per annum
• Location: Leeds Office, LS6 2AD
• Hybrid working – A weekly mix of office and home working
• 37 Hours per week, Monday to Friday 9am to 5pm
• Generous benefits package including 26 days annual leave (pro rata for part time role) on commencement rising to 31 days after 3 years' service, occupational pension, health cash plan, and birthday leave, with the option of a flexible pot towards enhanced benefits