Customer Service Advisor

Cairn Housing Association; Coatbridge, Bellshill, Scotland; Hybrid; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Flexible and hybrid working

Health and wellness support

Tech and cycle schemes

Compassionate leave

Job summary

Cairn Housing Association is seeking two Customer Service Advisors to deliver consistent service to internal and external customers across multiple channels. You will be the first point of contact for enquiries and ensure accurate responses within established service standards.

Responsibilities include supporting Cairn Connect operations, income management, tenancy services, repairs reporting, and general enquiries, with a focus on first-time resolution and collaboration across the group.

Qualifications

• Experience in a fast-paced frontline customer contact centre.
• Proven ability to deliver excellent frontline customer service.
• Understanding of best practices in customer service.
• Demonstrated high level computer skills and customer care abilities.

Responsibilities

• Maintain day-to-day operation of Cairn Connect service and handle customer enquiries.
• Assist in providing income management payments, tenancy services, repairs reporting, and invoicing in line with SLAs.
• Deliver high-quality customer service via phone, email, face-to-face, webchat and other digital channels.
• Capture and manage data across systems to enable accurate reporting and monitoring.
• Work with partners across the group to ensure a consistent, one-team approach.

Skills

Frontline CS experience

Customer service excellence

Computer skills

Right to work checks

Job description

Join Our Team as a Customer Service Advisor!

We are seeking two Customer Service Advisors to provide an excellent and consistent service to all internal and external customers, using different communication channels and promoting future digital and ongoing changes within the organisation.

You will provide a first point of contact for all enquiries and to have a vast knowledge of all departments within the organisation ensuring correct and efficient responses are delivered against our agreed service standards and key performance indicators.

Key Responsibilities:

Maintain the day-to-day operation of the Cairn Connect service, taking ownership of customer enquiries and ensuring customer information is efficiently and effectively handled within agreed service level agreements to meet the expectations of our customers.

Assisting in the delivery of key business services, including Income Management payments and administration, Tenancy Services housing enquiries, antisocial behavior, Repairs reporting and invoice administration and general day-to-day business enquiries, where possible offering a first-time resolution service to meet our key performance indicators.

Delivers a high level of customer service to all internal and external customers using various sources including telephone, email, face to face, webchat and other digital platforms to ensure an excellent customer journey.

Perform effective data capture/management using various software systems, to enable accurate reporting and monitoring.

Maintain and assist with partnership working across the group to ensure collaborative working and consistency of service in key areas and to promote a streamlined one team way of working.

Requirements – What We’re Looking For:

• Experience of working in a fast-paced frontline customer Contact Centre.
• Experience of delivering excellent frontline customer service.
• An understanding of effective and best practice in customer service.
• You should be able to demonstrate high level of computer skills and excellent customer care skills
• A Basic Disclosure and Right to work checks are required for this role.

Employee Benefits:

Why Cairn is the Best Place to WorkJoin Cairn and enjoy a range of benefits including flexible and hybrid working, health and wellness support, tech and cycle schemes, compassionate leave, and more!

Cairn HA is passionate about creating equal opportunities for everyone and warmly invites applications from all community members.