Customer Service Advisor

Stonewater; Leicester; Hybrid; GBP 20,000 - 30,000; Full time

Job summary

Stonewater, a top housing association, seeks a Customer Service Advisor. This hybrid role involves handling diverse customer queries related to housing, ensuring high service delivery levels. Join a supportive team with extensive initial training and enjoy a competitive salary with numerous benefits.

Benefits

Hybrid working

Career development opportunities

Interest-free loan for home workspace

Retirement savings plan with matched contributions

Life assurance

Healthcare cash plan

Access to confidential counselling helpline

Accrued holiday

Deals and discounts on shopping and travel

Qualifications

• Previous customer service experience is essential.
• Experience in customer service contact centre preferred.
• Ability to deliver high levels of service under pressure.

Responsibilities

• Take ownership of complex enquiries for various housing services.
• Deliver exceptional customer service with a focus on first-time resolution.
• Work shifts covering hours from 8am to 8pm Monday to Friday.

Skills

Customer Service Experience

Empathy

Resilience

Communication Skills

Organizational Skills

Computer Skills

Job description

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*Please note that you will be contacted for an interview if successful, as and when a vacancy arises*

Hybrid, mixture of Home and our Bournemouth Hub

Do you want to work for one of the Top 25 Housing Associations in the UK as well as one of the Top 100 Large Organisations in the South East and the Midlands?

If so, then look no further. Welcome to Stonewater!

Here at Stonewater, our social purpose is at the heart of everything we do, for everyone to have the opportunity to have a place that they can call home. We are an organisation which continues to grow, in an industry that is in high demand. We currently manage about 36,000 homes in England for over 78,000 customers including general rent, shared ownership and new builds. We also offer incredibly important specialist services including retirement and supported living schemes, domestic abuse refuges, a dedicated LGBTQ+ safe space, and young people’s foyers.

Stonewater is an exceptional place to work, and we aim to keep our colleagues engaged, developed and equipped. What some of our colleagues say; ‘They’re an amazing bunch, doing amazing things!’, ‘I love the flexibility and feeling connected to the team’, ‘I am proud to say I am surrounded by amazing colleagues who only ever want to their best and deliver on our promise’.

As a Customer Service Advisor…

You’ll take ownership for a range of complex enquiries, delivering exceptional customer service and a first-time resolution. This will be across repairs, income, tenancy management and lettings and allocations in general needs, supported housing, home ownership and retirement living.

We are proud of our approach to Hybrid working, recognising just how much our team value the flexibility of working both from home and our Hubbs. As for our new colleagues, once they have found their footing and are meeting their goals, we are always delighted to also extend them the flexibility to work from home.

The role includes shift work covering opening hours of 8am - 8pm Monday to Friday and 9am - 1pm on a Saturday.

So, if you;

• Have previous customer service experience
• Experience in a customer service contact centre using any of the following channels -telephone, email, social media or live chat
• Thrive under pressure whilst also able to deliver consistent, high levels of customer service.
• Are empathetic and resilient, with exceptional communication skills
• Are highly organised with the ability to prioritise workload and meet targets
• Have great computer skills and feel comfortable working within multi-system environments

Then we want to hear from you! It’s time to #DiscoverStonewater

By joining our team, you will have full support in your role as we maximise the benefits of hybrid working, both at our Hubbs and at home! To offer you the best start in your new role, we invest in six weeks of initial training, ensuring you are confident in answering any of our customers’ questions.

And the benefits of working for us?

At Stonewater, we offer a great benefits package which includes a competitive salary, hybrid working, onboard support, career development and progression opportunities, up to £10k interest-free loan for home work spaces, a specialist shared-ownership product helping you into your own home, a retirement savings plan – up to 7% matched contribution rate, Life assurance – 3.5x contractual pay, 24/7 access to a totally confidential counselling helpline, Healthcare cash plan, accrued holiday plus access to deals and discounts on shopping, travel, optical etc and much more!

Appointment to this role will be subject to satisfactory references and possession of a valid right to work document.