Enquiries Advisor (B2152N)

Homes England; Leeds; On-site; GBP 25,000 - 30,000; Full time

Job summary

Homes England is looking for an Enquiries Advisor to deliver exceptional customer service and manage complex queries from diverse stakeholders. This role involves innovative problem-solving and working collaboratively to enhance customer experiences while adhering to the organization's service standards. The ideal candidate will possess strong communication skills and relevant qualifications, ready to contribute to a vital national mission in a supportive team environment.

Benefits

33 days annual leave per year

Flexible working options

Health screening program

Support for professional development

Qualifications

• Experience in an enquiry handling and telephone answering environment.
• Proficient in Microsoft Office applications (Outlook, Word, PowerPoint, and Excel).
• Advantageous experience with CRM tools.

Responsibilities

• Manage incoming enquiries via email and calls from public and stakeholders.
• Resolve complex inquiries while fostering strong relationships with stakeholders.
• Support efficient and effective resolution of customer enquiries.

Skills

Customer service

Communication

Problem Solving

Education

Minimum five GCSEs (A to C grades)

BTEC, HND Intermediate level

Tools

Microsoft Office

MS Dynamics CRM

Job description

Longstanton, East of England, CB24 3EN : Leeds, Yorkshire and the Humber, LS1 4AP

Job Summary

Working in a team with the Enquiries Manager, the Enquiries Advisor will play a critical role in customer service. Acting on behalf of the organisation, managing incoming enquiries via email and calls from the public, stakeholders, MPs, and other Government organisations.

You will be joining our small but enthusiastic, friendly, and experienced team who are committed to delivering a first-class customer service. The role includes managing complex enquiries and resolving issues informally wherever possible. Taking an innovative and creative approach to your work and being accountable for managing a caseload. Working in a respectful, collaborative, and flexible way to foster good decision making and problem solving within the team.

This is a rare chance to shape the future of housing in a fast growing, national organisation with social purpose. Working with key stakeholders and specialist teams you will ensure efficient, consistent, and effective resolution of customer enquiries and have the opportunity to create a professional first impression of the organisation.

Job Description

This role will suit you if you have a passion for delivering first class customer service and you are used to "spinning several plates" at once, always looking for ways to improve and innovate.

You'll be comfortable supporting the organisation with complex enquiry issues, aiming to resolve them at first contact and in accordance with Homes England Service Standards. You will be proficient and confident when talking to members of the public and stakeholders over the phone, and your discussions will always be shaped by a sound understanding of the commercial and operational impact of what we do as a team.

As an experienced customer service professional, you will be comfortable working with internal teams and stakeholders at a senior level and be able to build strong networks across the agency and project delivery community, working in a collaborative, inclusive way. You will be committed to role modelling and living our values and behaviours in everything you do.

This role will suit you if you have a passion for delivering first class customer service and you are used to "spinning several plates" at once, always looking for ways to improve and innovate.

You'll be comfortable supporting the organisation with complex enquiry issues, aiming to resolve them at first contact and in accordance with Homes England Service Standards. You will be proficient and confident when talking to members of the public and stakeholders over the phone, and your discussions will always be shaped by a sound understanding of the commercial and operational impact of what we do as a team.

As an experienced customer service professional, you will be comfortable working with internal teams and stakeholders at a senior level and be able to build strong networks across the agency and project delivery community, working in a collaborative, inclusive way. You will be committed to role modelling and living our values and behaviours in everything you do.

Person specification

• Minimum of five GCSEs (A to C grades) or business – related BTEC, HND Intermediate level
• Microsoft Office capability - Outlook, Word, PowerPoint and Excel
• Experience in using MS Dynamics CRM or similar Customer Relationship Management tool would be advantageous.
• Experience in an enquiry handling and telephone answering environment.
  
  

Benefits

Homes England is an executive non-departmental public body with its own terms and conditions, benefits and pension scheme. We are a government agency working in partnership with the private sector and want to employ and retain great people. In return we offer a range of excellent benefits, some of the key benefits include:

Holiday - Homes England offers all staff 33 days annual leave per year in addition to 8 statutory bank holidays.

Working Flexibly - At Homes England we have a strong culture of flexible working and encourage all employees to have a healthy work/life balance. We offer a wide range of potential working patterns, including part time, job share and compressed hours.

Health and Wellbeing - We offer health screening with Nuffield Proactive Health Clinics, a free Employee Assistance Programme which offers confidential support 24 hours a day, 7 days a week as well as access to Occupational Health.

Professional Development - At Homes England we are committed to your continued professional and personal development with learning as one of our core values. We pay for one job-related professional membership subscription per year for our employees.

We also offer an excellent range of family friendly benefits, for example, maternity, paternity, shared parental leave.

Selection process details

How to apply?

To apply please follow the links to our careers page.

Security

Successful candidates must pass a disclosure and barring security check.

Selection process details

For more information on the role, please see the attached Job Description.

Successful applicants will be advised of the outcome of their application and interviews held as soon as practical after the closing date. Feedback will only be provided if you attend an interview or assessment. We would like to take this opportunity to thank you for your interest in this role and Homes England.

Please note – Homes England has a responsibility to ensure compliance with HMG Baseline Personnel Security Standard to address the potential problems of identity fraud, illegal working and deception generally. To ensure compliance we will carry out a pre-employment Personal Identity and Vetting Report through Experian to meet the standard and you will therefore be asked to provide certain information in order that the verification check can be carried out if you are successful in your application.

Homes England are an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates. We are proud to be an equal opportunities employer that values and respects the people who work for us. Our aim is to be an employer of choice, enabling everyone to reach their full potential.

Homes England Is Committed To Protecting The Privacy And Security Of Your Personal Data. For Further Information Please Refer To Our Privacy Notice Which Can Be Viewed Here

https://www.gov.uk/government/organisations/homes-england/about/personal-information-charter

Nationality requirements

Open to UK, Commonwealth and European Economic Area (EEA) and certain non EEA nationals. Further information on whether you are able to apply is available here.

Working for the Civil Service

Please note this Post is NOT regulated by the Civil Service Commission.

The Civil Service embraces diversity and promotes equality of opportunity. There is a guaranteed disability confident interview scheme for candidates with disabilities who meet the minimum selection criteria.

Further information

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Name: Recruitment Team

Email: [e-mail]

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Successful candidates must undergo a criminal record check.

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This Job Is Broadly Open To The Following Groups

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
  
  

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

Please note this Post is NOT regulated by the Civil Service Commission.

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Please note this Post is NOT regulated by the Civil Service Commission.

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job Contact

• Name : [e-mail]
• Email : [e-mail]
  
  

Recruitment team

• Email : [e-mail]