Customer Experience Advisor

plymouthcommunityhomes; Plymouth; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

Pension scheme

Onsite gym

Volunteer days

Annual leave 25-30 days

EAP

Flu vaccination

Cycle to Work

South West location

Job summary

Plymouth Community Homes is seeking a Customer Experience professional to join our contact centre, delivering a consistent, high-quality service to customers and colleagues with a focus on resolving queries at the first point of contact. You will support the Planning team by using scheduling systems to keep operatives’ diaries running smoothly.

You will work a rota covering shifts between 07:00 and 20:00, including early starts, standard daytime hours and later finishes, with no weekend or bank

Qualifications

• Contract centre customer service experience.
• Confident using IT systems (Microsoft Office or similar) and quick to learn new systems.
• Passionate about delivering excellent customer service.
• Communicate with empathy, patience and respect at all times.
• Can work independently and as part of a team.
• Flexible to meet service needs within the rota.
• Good understanding of data protection (GDPR).
• Committed to equality, diversity and inclusive working practices.

Responsibilities

• Deliver a consistent, high-quality service to customers and colleagues.
• Resolve queries at the first point of contact wherever possible.
• Support the Planning team by using scheduling systems to keep diaries running smoothly.

Skills

Customer service experience

IT literacy

Empathetic communication

Teamwork

Flexibility

GDPR knowledge

Equality and inclusion

Tools

Scheduling systems

Job description

Are you a passionate Customer Experience professional who wants to join us to help shape exceptional customer journeys while building your career with us?

About the role

In this role, you will play a key part in delivering a consistent, high-quality service to both our customers and colleagues. You’ll work within a Contact Centre environment, with a focus on resolving queries at the first point of contact wherever possible.

You will also support our Planning team by accurately using scheduling systems and related software, helping to ensure operatives’ diaries run smoothly and efficiently.

Working Hours

You’ll be part of a rota covering shifts between 07:00 and 20:00, including:

• Early starts
• Standard daytime hours
• Later finishes

We aim to ensure fair and balanced scheduling for all team members.

No weekend work
No bank holiday working

What we’re looking for

• Have previous contract centre customer service experience
• Are confident using IT systems, including Microsoft Office or similar tools, and can quickly learn new systems
• Are passionate about delivering excellent customer service
• Communicate with empathy, patience and respect at all times
• Can work both independently and as part of a team
• Are flexible to meet service needs within the rota provided
• Have a good understanding of data protection (GDPR)
• Are committed to equality, diversity and inclusive working practices

Please review the full JD for a breakdown of what you’ll be doing in this role, and what skills we are looking for.

About Plymouth Community Homes

We are the city’s largest social housing association, with over 16,000 properties providing homes for more than 35,000 people.

We are continuing to grow, with a strong focus on providing high-quality, affordable homes and delivering excellent services to our customers.

Our people are at the heart of what we do, and we are proud to offer a supportive and collaborative working environment.

What we can offer you

• Excellent pension scheme with high employer contributions
• Free, fully equipped onsite gym and changing facilities
• 3 days per year for volunteering through our Make a Difference scheme
• 25 days annual leave (rising to 30 days), plus bank holidays and option to buy/sell leave
• Free Employee Assistance Programme, including counselling support
• Free annual flu vaccination
• Cycle to Work scheme
• The opportunity to work in a vibrant part of the South West

We do not accept unsolicited applications or contact from recruitment agencies.

We are a committed Equal Opportunities employer. We welcome applications from suitably talented people from any community and background.

Living and Working in Plymouth