Customer Resolution Centre Advisor

Delta Housing; Herongate; Hybrid; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Learning and development opportunities

Healthcare cash plan

Pension scheme

Annual leave 25 days + bank holidays

Employee Assistance Programme

Volunteering programme

Job summary

Delta Housing is hiring a Customer Resolution Centre Advisor in Chelmsford on a 12 Month FTC. You will deliver outstanding customer experiences via calls, email, social media and more, aiming for first contact resolution and knowledge base contribution.

Training lasts 4–6 weeks on-site with subsequent hybrid attendance. You will handle inquiries with empathy, adhere to workflows, and identify process improvements while supporting customers and the business.

Qualifications

• GCSE, NVQ or equivalent, or equivalent demonstrable prior learning.
• Excellent communication skills and ability to use CRM systems.
• High level of computer literacy across office systems.
• Experience in a customer focussed organisation and with customer care techniques.

Responsibilities

• Provide exceptional customer service across multimedia channels for first-time query resolution.
• Follow workflows to meet evolving customer needs and provide enhancement feedback.
• Demonstrate empathy, resolve dissatisfaction at first contact, and escalate when needed.

Skills

Communication skills

Computer literacy

Customer focus

CRM systems

Teamwork

Education

GCSE/NVQ or equivalent

Tools

CRM databases

Job description

Customer Resolution Centre Advisor Chelmsford £30,349 12 Month FTC We are looking for a Customer Resolution Centre Advisor to provide an outstanding customer experience through first contact resolution, via multimedia channels, including inbound and outbound calls, social media and email. You will also own, listen, diagnose and support our customers and the business through all contact with Delta Housing.

What you\'ll be doing

• Provide exceptional customer service across multimedia channels for first-time query resolution. Follow company workflows to meet evolving customer needs, providing enhancement feedback as and when required. Demonstrate empathy in customer interactions, recognising diversity. Resolve dissatisfaction at the first point of contact, escalating when needed. Proactively identify process improvement opportunities and contribute to a knowledge base and enable further first contact resolution, reducing handoffs to specialist teams.

What we are looking for

• GCSE, NVQ or equivalent, or equivalent demonstrable prior learning
• Excellent communication skills
• High level of computer literacy covering office systems as well as CRM databases and systems
• Experience of working in a customer focused organisation
• Experience of customer care technique

Please note the office expectancy of this role is as follows: The first 4-6 weeks will be office based training, and then after this the office attendance will be 1 day a week minimum.

Benefits

• The salary for this post will be £30,349 Per Annum.
• Learning and development opportunities
• Healthcare cash plan
• Robust employee reward and recognition programme
• Free and confidential Employee Assistance Programme
• Volunteering programme
• Competitive pension scheme
• 25 days annual leave per annum, plus bank holidays, 3 extra days between Christmas and New Year and 1 wellbeing day per annum.

37 hours per week - employees may be able to work flexibly by agreement with their line manager, taking account of business need.

We operate a hybrid working policy at Delta Housing.

Please note: We reserve the right to close this vacancy early if we receive a high volume of applications or successfully appoint a candidate before the closing date. We encourage early applications to avoid disappointment.