Customer Communications Centre Advisor

bpha; Bedford; Hybrid; GBP 23.000 - 29.000; Vollzeit

Benefits dieser Stelle

On-site during initial 6 months

Hybrid work after 6 months

Salary £26,000 per annum

Zusammenfassung

Bedford-based role at bpha on a 12-month fixed term contract. You will be the first point of contact for customers, handling inquiries across telephone, email, webchat and social channels with a focus on accurate, professional service and guiding customers to the right outcomes.

Initial 6 months are on-site with hybrid work thereafter. You will support information provision, resolving enquiries, repairs guidance and payment arrangements while maintaining thorough records and collaborating with

Qualifikationen

• Excellent communication skills, both verbal and written.
• Experience handling high volumes of customer enquiries.
• Ability to listen, understand needs and provide practical solutions.
• Strong organisational and prioritisation skills.
• Experience in a target-driven environment.
• Good IT skills including MS Office.

Aufgaben

• Handle customer enquiries via phone, email, webchat, social media and other channels.
• Deliver high-quality customer experience with accurate, professional responses.
• Resolve enquiries at first point of contact wherever possible.
• Diagnose and raise repair requests and advise on housing-related services.
• Review customer records to understand circumstances and provide effective support.
• Collaborate with colleagues across the business to resolve complex enquiries.
• Maintain accurate records of all customer interactions.
• Support customers with payment arrangements and signpost to relevant services.
• Support team to meet performance targets and service quality standards.

Kenntnisse

Excellent communication

Phone manner

Customer service

Listening & problem solving

Organisation & prioritisation

Team working

Microsoft Office

Tools

Microsoft Office

Jobbeschreibung

12-month Fixed Term Contract

Bedford (First 6-months are on-site, hybrid thereafter)

At bpha, we're more than a housing association. We're a purpose-driven organisation dedicated to creating safe, sustainable communities where people can thrive. Every interaction we have with our customers matters, and we're looking for someone who shares our commitment to delivering outstanding service.

£26,000 per annum + benefits

What You'll Be Doing

As one of the first points of contact for our customers, you'll play a vital role in providing information, resolving enquiries and ensuring customers receive a responsive and professional service across multiple communication channels.

Key Responsibilities Include

• Handling customer enquiries via telephone, email, webchat, social media and other communication channels.
• Delivering a high-quality customer experience by responding accurately, professionally and efficiently.
• Managing customer expectations and ensuring enquiries are resolved wherever possible at the first point of contact.
• Diagnosing and raising repair requests and providing advice and guidance on a range of housing-related services.
• Reviewing customer records to understand individual circumstances and provide the most effective support.
• Working collaboratively with colleagues across the business to resolve more complex enquiries.
• Maintaining accurate records and ensuring all customer interactions are recorded appropriately.
• Supporting customers with payment arrangements and signposting them to appropriate services where required.
• Contributing to team performance targets and service quality standards.

What We're Looking For

We're seeking an enthusiastic and customer-focused individual who enjoys working in a fast-paced environment and takes pride in delivering excellent service.

You'll Have

• Excellent communication skills, both verbal and written.
• A professional and friendly telephone manner.
• Experience working in a customer service environment, particularly handling high volumes of customer enquiries.
• The ability to listen, understand customer needs and provide practical solutions.
• Strong organisational skills with the ability to prioritise workloads effectively.
• Experience working within a busy, target-driven environment.
• Good IT skills, including Microsoft Office applications.
• A collaborative approach and the ability to work both independently and as part of a team.
• Experience within housing, repairs or a similar service environment would be advantageous.

Why join bpha?

At bpha, our people are at the heart of everything we do. We foster a culture built around responsibility, empathy, collaboration and ambition, where colleagues are empowered to make a genuine difference every day. We understand that great service starts with great people, which is why we invest in our teams and provide opportunities for development, learning and career progression. If you're passionate about helping customers, enjoy problem-solving and want to be part of an organisation that positively impacts local communities, we'd love to hear from you.

About Bpha

bpha is a leading Housing Association in the Oxford to Cambridge arc, providing high-quality, affordable homes and services. We own or manage over 19,500 properties and reinvest all income into improving homes, building new ones, and supporting communities. Our vision is to build places where people can live happily in homes they can afford, guided by value that shape everything we do.

Benefits

We believe that benefits should be more than just perks. For us, they aren’t simply little extras added on at the end, they’re fundamental parts of what we stand for, from the very beginning. As standard. That’s why at bpha, we reward our employees by making sure we give them a supportive and caring environment, that empowers them to be happy, healthy and inspired, every day. Our full benefits offering can be found here: https://www.bpha.org.uk/about-us/bpha-colleague-benefits/139/