Customer Service Advisor

The Wheatley Group; Glasgow; On-site; GBP 32,458 - 35,620; Full time

Benefits offered by this job

Contributory pension scheme

Excellent leave entitlements

Enhanced parental leave

Dental and optical support

Staff inclusion networks

Employee assistance programme

Job summary

Wheatley Solutions in Glasgow is seeking a Customer Service Advisor to join a busy, multi-channel team delivering high-quality service across telephone, email, SMS and webchat. The role focuses on providing professional and prompt support to customers and resolving queries at first contact where possible.

You will help with repairs, general housing advice and payments, with particular emphasis on Lowther customers and factoring arrangements, while upholding inclusive service standards.

Qualifications

• Experience in dealing with customers.
• Excellent communication skills.
• Able to understand customer needs.
• Computer literate with strong digital knowledge.

Responsibilities

• Respond to customer queries across channels (phone, email, SMS, webchat) and resolve at first point of contact or via referral.
• Diagnose and order repairs and provide general housing advice.
• Take payments as part of the service offering.
• Focus on Lowther customers and factoring arrangements while delivering high-quality service.

Skills

IT skills

Communication skills

Digital literacy

Multichannel support

Job description

Wheatley Solutions

Role: Customer Service Advisor

Salary: SCP 23 – 26 (£32,458 - £35,620) per annum pro rata

Contract: Permanent/Temporary

Hours of work: Full-time, 35 hours per week - work five days over seven, Monday to Sunday, between the hours of 08.00am and 10.00pm. Part-time hours available.

Locations: Glasgow - Lipton House, 170 Crown Street, Glasgow, G5 9XD

For the role, all training will be conducted at Lipton House, 170 Crown Street, Glasgow, G5 9XD

Are you passionate about delivering exceptional customer service? Do you have excellent IT skills and the ability to adapt to change and thrive in a digital environment? Come and join Wheatley Solutions as a Customer Service Advisor.

About the role

This is an opportunity to join a highly motivated and experienced team who deliver a wide range of services to our customers in a multi-channel environment, from telephony to online SMS Webchat and email. The primary role of the post is to provide a professional, consistent and outstanding level of customer service in a fast-paced environment. You will be required to respond to customer queries through a variety of channels but primarily over the telephone, ensuring that the query is fully resolved at the first point of contact or by referral to a specialist team.

The role covers all aspects of the service, with enquiries ranging from diagnosing and ordering repairs to providing general housing advice and taking payments. While operating across the full breadth of customer services, there will be a particular focus on supporting Lowther customers, with an emphasis on factored homeowners. This includes delivering a responsive, high-quality service that recognises the specific needs and complexities associated with factoring arrangements.

We also support our customers to access the wealth of wraparound services available to help improve their lives, well-being and much more.

Who are we looking for?

We want individuals who excel in customer service, who are always striving to go above and beyond for customers and have excellent transferrable skills that will help our Customer First Centre achieve the highest levels of standards and performance.

You must have experience in dealing with customers, be able to understand their needs, have excellent communication skills and be computer literate with strong digital knowledge.

The benefits we offer

As part of Wheatley Group, we offer a sector-leading benefits package.

The successful candidate will receive:

• a rewarding career with a competitive salary;
• access to a contributory pension scheme;
• excellent leave entitlements;
• enhanced maternity, paternity, adoption and shared parental leave;
• contributions towards dental, optical, driving lessons and more;
• access to staff inclusion networks promoting an inclusive workplace; and
• 24/7 access to our employee assistance programme.

Committed to inclusion

At Wheatley, are always looking to improve diversity within our teams. We want to create an inclusive environment where everyone can contribute their best work and achieve their full potential.

We actively celebrate our individual differences and recognise the collective strength this brings to our organisation. It is important our teams represent the communities we serve, and we welcome applications from any underrepresented groups.

Closing date: Friday 7th of August

We want all our candidates to shine. If you need any reasonable adjustments to help you feel more comfortable during the recruitment process, please contact [e-mail]