Customer Service Specialist

Onward Homes Limited; Accrington; On-site; GBP 25,000 - 30,000; Full time

Benefits offered by this job

Pension scheme

Holiday entitlement

Flexible working

Health cash plan

Training & development

Discounts & benefits

Job summary

Onward Homes Limited in Accrington is seeking Customer Service Specialists to join our busy Customer Services Team, providing multi-channel support to housing tenants and customers. You will handle inbound calls, emails and social media requests, delivering a high quality service with the aim of first time resolution.

We offer a 35-hour week on site, with a two‑week induction followed by a training academy and ongoing career development.

Qualifications

• Experience in a multi-channel contact centre environment.
• Delivery of high quality customer experience via phone, email, and social media.
• Strong empathy when handling customer interactions.
• Good attention to detail and active listening.
• Able to manage competing priorities under pressure.

Responsibilities

• Provide professional multi-channel customer contact support to housing tenants and customers.
• Handle inbound calls, emails and social media requests.
• Aim for first-time resolution where possible and assist with tenancy-related queries.
• Support with repairs, payments, applications for new homes and general enquiries.

Skills

Multi-channel support

Customer experience

Empathy

Attention to detail

Prioritisation

Job description

About The Role

What you can expect from us

• We offer a competitive salary of £27,450 per annum
• 32 days annual leave plus bank holidays a total of 40 days paid holiday per annum which is equivalent to 8 weeks.
• Opportunity to further increase annual leave with service or through the holiday purchase scheme.
• Immediate entry to our Pension scheme (matched contributions up to 10%).
• A great flexible working environment, with a range of family friendly policies.
• Simply Health cash plan with financial benefits and the option to extend to your family.
  Cover includes dental, optical, physiotherapy, 24HR private GP access and much more.
• Paid leave for absence including sickness, maternity, paternity, and adoption leave.
• Access of up to £150 annually through the 'Learning for life' scheme.
• Access to a wide range of discounts and cash back offers, ranging from retail and automotive to holidays and cycle to work scheme.
• Develop your career with support and access to training and qualifications.

Working Hours and Location

This role will be based on site at our Accrington office. Our hours of operation are Monday to Friday 8am - 6pm. Full time colleagues work 35 hours per week across the opening hours on a shift rotation basis of 8am to 4pm, 9am to 5pm, 10am to 6pm.

You’ll have a 2-week induction and then a 2 week training academy to provide all the support you need and ensure you feel confident in the role and then continued development to start your career with Onward.

About the role

We are looking for Customer Service Specialists to join our busy Customer Services Team providing a range of support to our housing tenants and customers.

You’ll be providing a professional high quality multi-channel customer contact experience to all internal/external customers. You will handle a full range of housing enquiries and where possible offer first time resolution.

Our Customer Service Specialists handle inbound telephone calls, e-mails, and social media requests from existing customers and also people who are looking for a home with us. Your role will be to help people with a wide variety of enquiries associated with their tenancy from raising repairs appointments, dealing with complaints, helping customers with managing their payments, or helping customers to apply for a new home.

What are we looking for?

• Experience of working in a multi-channel contact centre environment.
• Deliver an excellent customer experience via phone, email, social media communication.
• Strong empathy in dealing with customer and complaints.
• Good attention to detail and active listening skills.
• Resilient and able to handle competing priorities.

We not only recruit on experience but look for candidate who has the right potential skills and attitude to thrive as Onward Homes and develop a long-term career through development.

For a closer look at what its like to work in Onwards Customer Services centre please see the following videos

Trailer Video on Vimeo

Convo 1 - Full Edit 1 on Vimeo

Please note that interviews for this role will be held on the 10th September at the Accrington office.

About Us

About Onward

Onward Homes is one of the largest registered providers of social housing in the North West, with 35,000 properties across the region.

We believe that everyone deserves a place to call their own, which is why we're committed to building 500 new homes each year. We do more than just provide a roof over our customers' heads, we're here to make a real difference.

In addition to creating positive spaces for our customers we continuously strive to create a positive and progressive workspace to enable our colleagues to achieve their full potential.

We embrace diversity and strive for diverse teams to create an inclusive culture which enables Onward to thrive and be representative of the communities that we serve. We want to ensure that everybody has an opportunity to be part of our recruitment processes and will therefore make reasonable adjustments to accommodate our candidates. Please let us know if there is anything we can do to assist you with our recruitment process via the email address below.

At Onward Homes, your application will be reviewed by a human who carefully considers your CV, skills, knowledge and experience as part of our recruitment process. We do not use AI to make hiring decisions.

If candidates have any questions in relation to the role at any stage of the recruitment and selection process they can contact the HR team on [e-mail] and a member of the HR Team will be in touch.

Please note that we reserve the right to close the vacancy early prior to the closing date.