Customer Service Agent

FUTURES HOUSING GROUP; Diseworth; Hybrid; GBP 20,000 - 25,000; Full time

Job summary

A leading housing provider in Diseworth is seeking a Customer Service Agent for a 10-month fixed term contract to deliver exceptional service across multiple channels. No prior experience in the housing sector is required, but a strong customer service mindset and willingness to learn are essential. This role includes a supportive culture and is perfect for someone looking for a positive, friendly working environment with competitive benefits.

Benefits

Private healthcare options

Strong pension scheme

Generous holiday allowance

Discount schemes

Professional development opportunities

Qualifications

• No prior experience in the housing sector required; strong learning ability.
• Basic knowledge of technology and excellent telephone manner required.
• Willingness to engage in a 3-month training period.

Responsibilities

• Handle customer contacts across channels with resilience and professionalism.
• Assist customers with repairs, payments, and sensitive issues.
• Complete a 3-week induction to build knowledge.

Skills

Customer service mindset

Calm under pressure

Resilience

Excellent telephone manner

Basic technology knowledge

Job description

Overview

We\'re on the hunt for a positive, friendly and empathetic Customer Service Agent (10 month fixed term contract - maternity cover) to join our buzzing, friendly and experienced team ready to support you on your career journey and our mission to deliver \'Great Places\', \'Great Services\' and \'Great Tomorrows\'.

As a top performing housing provider, no two days are the same for our busy team. We handle a massive variety of contacts - from helping customers with repairs and payments to tackling arrears and dealing with sensitive issues so you\'ll need to be calm under pressure, resilient and respectful - even when faced with challenging situations. You\'ll be a natural people-person with the skills to flick effortlessly between calls, emails and webchats, while maintaining exceptional experiences for our valued customers - whatever the channel.

You don\'t need previous experience of the housing sector - because you\'ll learn loads on the job very quickly, supported by our 3-week induction programme to build your knowledge. You will however need a basic knowledge of technology and an excellent telephone manner.

Responsibilities

• Handle a massive variety of customer contacts across channels (calls, emails, webchats) with calmness, resilience and professionalism.
• Assist customers with repairs, payments, arrears and sensitive issues while delivering high-quality service.
• Move between communication channels to provide consistent, excellent experiences for customers.
• Complete the 3-week induction to build knowledge; work toward progression after training and meet necessary criteria to enable agile working.
• Utilise the equipment provided to work from home when applicable and use Touchdown points to collaborate in person as required.

Requirements / Qualifications

• No prior experience in the housing sector required; strong learning ability and customer service mindset.
• Basic knowledge of technology and excellent telephone manner.
• Willingness to engage in a 3-month training period and progress toward agile/hybrid working.

What we offer

• Competitive benefits including private healthcare options, agile working, a strong pension scheme, and discount schemes.
• Health and well-being focus, 25 days (pro rata) holiday plus bank holidays, and a 37-hour working week with the option to buy/sell holiday.
• Great opportunities to grow and develop personally and professionally.
• A supportive culture focused on helping customers and communities thrive.