Customer Resolution Centre Advisor - 12 Month Ftc

Delta Housing; Chelmsford; Hybrid; GBP 26,000 - 35,000; Full time

Benefits offered by this job

Healthcare plan

Pension scheme

Holiday entitlement

Hybrid working

Training opportunities

Employee Assistance Programme

Job summary

Delta Housing is seeking a Customer Resolution Centre Advisor to deliver outstanding service across multimedia channels, resolving queries at first contact. The role involves listening, diagnosing, and supporting customers and the business, with hybrid working and a 37-hour week.

You will handle inbound/outbound calls, emails and social media, following workflows, and contributing to knowledge bases while striving for first contact resolution and high customer satisfaction.

Qualifications

• 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

Responsibilities

• 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.

Skills

Communication

CRM systems

First contact resolution

Multimedia channels

Empathy

Education

GCSE/NVQ or equivalent

Tools

Office software

CRM databases

Job description

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.

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