Customer Service Advisors

Platform Housing Group; Birmingham; Hybrid; GBP 40,000 - 60,000; Part time

Job summary

A progressive social housing organization is seeking a Contact Centre Advisor to provide excellent customer service as the first point of contact for residents. The role requires experience in a customer-focused environment, preferably within a contact centre, as well as exceptional communication and problem-solving skills. The position is primarily home-based, with occasional in-office work at the Birmingham Business Park. Competitive benefits include flexible leave options and a strong support system for employees.

Benefits

28 days annual leave (pro rata)

Family friendly policies

Medicash health plan membership

Non-contributory Health & Wellbeing plans

Pension Salary Sacrifice contribution scheme

Supportive working environment

Qualifications

• Experience in a customer focused environment, preferably from a telephony or contact centre background.
• Commitment to resolving queries professionally.
• Ability to interact with people of all ages and backgrounds.

Responsibilities

• Act as the first point of contact for customers, resolving issues at first contact.
• Answer enquiries and ensure resolution, working towards KPIs.
• Work shifts in the Out of Hours team, including bank holidays and weekends.

Skills

Customer focused experience

Excellent communication skills

IT literate

Empathy and people skills

Tools

Microsoft packages

Job description

Overview

Do you have experience in a Contact Centre environment? Now is a great time to join Platform, we are a dynamic, forward-thinking social housing business who offer employees an inclusive and supportive environment with excellent benefits and family friendly policies. You will have access to incredible training and development opportunities, including a chance to receive an accreditation.

Responsibilities

The role is the first point of contact for our customers, and you will have problem solving conversations with customers every day. You will answer enquiries, ensuring resolution at first point of contact wherever possible, working to set KPIs. This is a key role in leading our company-wide drive to deliver customer service excellence. The majority of your contact with customers will be based on the phone, however there will also be the expectation to respond to digital and e-mail based queries during quieter periods. Customer Service Advisors in the Out of Hours team work shifts between 8pm and 8am on a 4 days on, 4 days off pattern. This will include bank holidays and weekends. The successful candidates will need to be able to work these shifts patterns. The roles are based on 24.5 hours per week contracts, and you will also receive a salary uplift on top of the advertised salary for working out of hours.

Where will I be working?

This is a home-based role, however there is a requirement to travel into our Birmingham Business Park office when required. During your training period, you will work in the office approximately 4 times a week to be able to learn alongside your colleagues. This will typically be for the first 3 weeks; however, this can vary dependent on individual needs. After this training period, you will also be required in office occasionally for team working days approximately every two months. These office working days are to allow you to learn alongside your Platform colleagues.

What are we looking for from you?

• Experience in a customer focused environment, preferably from a telephony or contact centre background.
• As you will be the first point of contact for our residents, you will need to have a commitment to getting it right the first time by resolving queries professionally.
• Excellent communication skills with the ability to interact with people of all ages and backgrounds.
• The ability to use your empathy and people skills to be able to diffuse difficult conversations.
• IT literate and good knowledge of Microsoft packages, as you will be required to use different systems whilst speaking to customers.
• Due to the requirement to travel into our offices, candidates should be able to commute easily to our Birmingham Business Park (B37 7YD) office.

What are some of our great benefits?

• 28 days annual leave (pro rata) withthe opportunity to buy and sell leave
• Family friendly policies
• Medicash health plan membership for all employees which includes access to an employee assistance programme, discounted gym membership and exclusive discounts
• Non- contributory Health & Wellbeing plans with cashback for dental, optical, physio and complementary therapies
• Reward & Recognition scheme with retailer discounts and cashback.
• Pension Salary Sacrifice contribution scheme with employer contributions of up to 12% (inclusive of life assurance and dependent on employee contributions)
• Supportive working environment with great learning and development opportunities

If you have any questions about the role, please contact [e-mail]. Please note that we'll review applications throughout the campaign and would therefore encourage early applications as this position may close earlier than the published closing date