Customer Contact Centre Advisor

Bield Housing and Care; Glasgow; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Competitive salary

Flexibility

34 days holidays

Buy/sell Holidays

Training and qualifications support

Occupational Sick Pay

Long Service Awards

Family Friendly Policies

Cycle to Work Scheme

Career breaks

Employee Assistance Programme

Disability Confident

Job summary

Bield Housing & Care in Glasgow is seeking a friendly, professional first point of contact to join our Customer Contact Services team. This office-based role involves welcoming visitors, handling calls and emails, and ensuring enquiries reach the right place quickly and smoothly.

You will greet visitors, manage room bookings, handle mail, arrange repairs, and support housing enquiries and general administration, contributing to a welcoming, supportive community for older people in Scotland.

Qualifications

• Excellent verbal and written communication and interpersonal skills.
• Strong telephone manner and ability to record information accurately.
• Familiar with MS Office applications and digital platforms.
• Ability to work as part of a team and maintain up-to-date knowledge of relevant policies.

Responsibilities

• Greet visitors at reception and provide a welcoming, professional service.
• Handle calls and emails and ensure enquiries reach the right place quickly.
• Manage meeting room bookings and administrative tasks (mail, access control).
• Assist with housing enquiries, repairs requests and general administration for the Customer Contact Centre.

Skills

Excellent verbal and written comms

Interpersonal skills

Telephone manner

Organisational skills

MS Office

GDPR compliance

Equality and diversity awareness

Team player

Job description

New opportunity for Customer Contact Services team in Glasgow!Bield is one of the largest providers of housing and support services to older people in Scotland. We value kindness above all and, at Bield, you will have a unique opportunity to have a positive impact, making it possible for more people to live their best lives, at home, surrounded by a supportive community. If you share our values, we’d love for you to join our team and help us on our journey.

We’re looking for a friendly and professional first point of contact to join our Customer Contact Services team. This is an office-based role, offering the opportunity to work closely with colleagues while providing a welcoming and professional service to visitors, customers and stakeholders.

In this role, you’ll be the face and voice of Bield, welcoming visitors at reception, handling calls and emails, and making sure enquiries reach the right place quickly and smoothly. Day to day, you’ll greet visitors, manage meeting room bookings, handle mail, arrange office repairs and maintain security through issuing access fobs. You’ll also provide wider support to the Customer Contact Centre, including helping customers with housing enquiries, repairs requests and general administration.

If you enjoy working with people, have strong communication skills and can stay organised in a busy environment, this could be a great opportunity to develop your career in housing and customer service.

Role requirements:

The ideal candidate will have excellent verbal and written communication and interpersonal skills as you will be required to communicate efficiently and responsively with a wide range of customers, external partners and colleagues across the organisation. You will have an excellent telephone manner, word processing skills and the ability to accurately collate and record information. Candidates should have a strong belief in providing a high-quality customer service as well as the ability to work as part of a team. The successful candidate will be familiar with MS Office applications and utilising digital platforms in their role. You will ensure adherence to relevant policies, procedures, regulations and legislation relating to health and safety and equality and diversity as well as compliance with GDPR and FOI Legislation.

Please see the attachment for the full Job Description and Person Specification.

We Offer:

• A competitive salary, which is reviewed annually
• Opportunity to work flexibly
• Excellent holidays of up to 34 days each year (pro rata for part‑time employees)
• Option to buy or sell holidays each year
• On‑the‑job and work‑related training as well as opportunities to receive support for vocational qualifications
• Occupational Sick Pay
• Long Service Awards
• Family Friendly Policies
• Cycle to Work Scheme
• Career breaks
• Employee Assistance Programme
• Disability Confident

Bield is a proud disability confident accredited employer. As users of the disability symbol, we guarantee to interview all disabled applicants who meet the vacancy minimum criteria.

In order to help you succeed, we will make all required reasonable adjustments to facilitate your inclusion during our recruitment and selection process. Adjustments will vary from person to person; if you wish to discuss how Bield can support you throughout the recruitment process, please email [e-mail] and a member of the team will get in touch.

If you require this information in an alternative format, please contact our HR Team team on 0131 273 4020 or email us on [e-mail]

This post is exempt from the Rehabilitation of Offenders Act (1974) which means you must disclose all unspent and relevant spent convictions on your application.

Bield Housing & Care Scottish Charity SC006878 I Property Factor PF000146