Customer Service Agent

Futures Housing Group; North West Leicestershire; Hybrid; GBP 20,000 - 25,000; Full time

Job summary

A leading housing provider in North West Leicestershire is seeking a positive and friendly Customer Service Agent to manage customer inquiries and issues. This role offers comprehensive training and emphasizes employee well-being and professional growth, with competitive benefits and a supportive working environment. Ideal for individuals eager to develop their skills while contributing positively to the community.

Benefits

Private healthcare options

Agile working

Pension scheme

Discount schemes

25 days holiday plus bank holidays

Qualifications

• Basic knowledge of technology is essential.
• Natural people-person with exceptional communication skills.
• No prior experience in housing sector required.

Responsibilities

• Handle various customer contacts including repairs and payments.
• Demonstrate professionalism and respect in challenging situations.
• Progress to agile working after training and criteria completion.

Skills

Calm under pressure

Excellent telephone manner

Ability to learn quickly

Resilience

Friendly and empathetic

Job description

Overview

AT THE FOREFRONT OF FUTURES

We’re on the hunt for a positive, friendly and empathetic Customer Service Agent 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.

You’ll start your career journey in our amazing new workspace and on completion of your 3-month training period and having met the necessary criteria you’ll progress to agile working. Not only do we provide the equipment to enable you to work from home comfortably, you’ll have access to our local Touchdown points where you can book a desk, work alongside your colleagues or those from other teams. We also invest in your development, taking your progression very seriously. Whatever you put in you get out!

Above all you’ll be diligent, professional, and a fantastic ambassador for Futures Housing Group – because as far as our customers are concerned, you are Futures!

Whilst we work hard to achieve outstanding performance, we recognise its just as important to have fun and socialise with colleagues from other teams around the business, that is why we’ve invested in a state-of-the-art building along with games area in our Atrium and free refreshments. Our aim is to make your working week as rewarding as possible.

That sounds like me. What can you offer?

Responsibilities

• Handle a massive variety of contacts - from helping customers with repairs and payments to tackling arrears and dealing with sensitive issues.
• Be calm under pressure, resilient and respectful – even when faced with challenging situations.
• Be a natural people-person who can switch between calls, emails and webchats while maintaining exceptional experiences for customers.
• Learn on the job quickly with support from a 3-week induction programme to build knowledge.
• Demonstrate a basic knowledge of technology and an excellent telephone manner.
• Progress to agile working after completing a 3-month training period and meeting necessary criteria; access equipment to work from home and local Touchdown points to book a desk.
• Contribute to development and progression within the organisation; be diligent, professional and a fantastic ambassador for Futures Housing Group.
• Contribute to a positive work environment by engaging in the social aspects and culture of the business.

What we offer / Benefits

• Competitive benefits including private healthcare options, agile working, a pension scheme and discount schemes.
• Great emphasis on health and well-being.
• 25 days (pro rata) holiday a year plus bank holidays, with a 37 hour working week and options to buy and sell holiday.
• Opportunities to grow and develop personally and professionally, with the reward of helping people and communities across the region to thrive.

How to apply

To start your Futures Journey take a look at our role profile! Please note we may contact candidates prior to the closing date or close early should application levels be high.

Who we are

Futures is a great place to work with a fantastic, positive and 'can do' culture supporting our people to deliver fantastic results. Every one of our team members is helping us achieve our vision of 'Great places, great services and great tomorrows' for people and communities across the East Midlands. We don't just provide homes - we support our customers, helping them to thrive and to achieve this we all need to thrive in our jobs too. So, we invest in our people to give them the skills, the tools and the flexibility to do a great job.

Please note we may contact candidates prior to the closing date or close early should application levels be high.