Customer Service Advisor

emh group; Coalville; On-site; GBP 27,000; Full time

Job description

Customer Service Advisors

Location: Based at the head office - Memorial House, Coalville, Leicestershire

Hours: 35 hours per week, Monday to Friday, working between 8.00 am and 6.00 pm, on a rota basis (Various hours available – full and part time positions)

Salary: £26,722 per annum (RFJ 4) Pro rata for part time positions

The Role

The Customer Service Advisor is a key role within the business, acting as first point of contact for our customers, covering a range of queries from paying rent to reporting repairs, dealing with sensitive issues, treating each customer with respect and consideration.

No two days are the same; you will learn ‘on the job’ so there is no need for housing experience, but a background in contact centre work will help, along with a passion for Customer Service.

You will have an excellent telephone manner, we don’t use scripts so you will need to be empathetic, professional and be at ease with technology. You should be able to demonstrate your written communication skills when handling emails and web portal queries, in-between calls.

The post will be based at our new refurbished head office in Coalville, Leicestershire. After successfully passing the probationary period, there will be the flexibility to work from the office and at home.

About Us

emh is one of the largest providers of affordable homes and support services in the East Midlands. We pride ourselves in providing high quality homes and services that contribute to sustainable communities.

Our vision is to be the best social housing and care business in the country, leading the market as service provider and employer.

Our values

Our values are important to us and we’re looking for people who can help live our values of Integrity, Diversity, Openness, Accountability, Clarity and Excellence.

Company Benefits

Our package for this role includes:

1. Competitive salary
2. 34 days’ annual leave (including statutory days), increasing to 44 days with length of service (pro-rata for part time). The call centre is closed on all bank holidays and the period between Christmas and New Year.
3. Contributory Social Housing Pension Scheme (your contributions are matched by emh up to 8%)
4. Health Cash Plan and Enhanced Employee Assistance Program (Provided by BHSF)
5. A wide range of training and development opportunities (we are an Investors in People accredited organisation)
6. Opportunities to work flexibly and from home, where the business need allows

Qualifications

Educated to GCSE level in Maths and English.

A good understanding of IT packages.

Call centre experience is desirable.

How To Apply

Please apply online with an up-to-date CV, detailing how you meet the requirements of the person specification.

“We reserve the right depending on application numbers to close or extend the closing dates for positions, we would therefore recommend an early application.”

We Do This By

• Listening to your ideas and views about how you want our services to be delivered. No one understands what matters most better than you. Our resident groups allow you to have a say in how we manage your home and help us continually improve our services.
• Backing up our housing with a range of support services and sheltered housing for residents who need help to live securely and independently.