Fixed Term Customer Access Advisor

Magenta Living; Birkenhead; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

26 days holiday

Flexible working

Healthcare plan

Free parking

On-site gym

Volunteer day

Professional memberships

Job summary

Magenta Living is seeking a Contact Centre Advisor to support customers with repairs, housing enquiries, payments, and neighbourhood issues. You will listen, explain clearly, and aim to resolve at first contact, while triaging urgent repairs and escalating when needed.

The role operates 7 days a week with varied shifts, reflecting our customer-focused values. You will work with colleagues across the business to ensure customers receive the right support, balancing empathy with efficiency in a

Qualifications

• Active listening and clear communication with customers across multiple channels.
• Ability to explain information accurately and manage expectations.
• Empathy and calmness in handling challenging conversations.
• Willingness to triage urgent issues (e.g., emergency repairs) and escalate as needed.

Responsibilities

• Assist customers across repairs, housing enquiries, payments, and neighbourhood issues.
• Handle enquiries and aim to resolve at first point of contact.
• Triages emergencies and escalates where appropriate; coordinates with teams across the business.
• Maintain high standards and contribute to team KPIs and service targets.

Job description

About The Role

The Contact Centre is the front door for our customers, handling the majority of their initial contact with us and playing a key role in delivering a positive customer experience. As a Contact Centre Advisor, no two days are the same. You’ll support customers across a range of channels with everything from repairs and housing enquiries to payments, neighbourhood issues and requests for additional support.

You’ll listen to understand what our customers need, provide clear and accurate information, manage expectations and take ownership of enquiries, aiming to resolve them effectively and efficiently at the first point of contact wherever possible. You’ll also help triage emergency repairs, manage escalations and work closely with teams across the business to make sure customers get the right support.

You’ll balance delivering a high-quality customer experience with working efficiently, contributing towards individual and team goals and our wider service standards and KPIs.

Some conversations can be challenging or sensitive, so you’ll need to be a great listener and communicator, showing empathy while remaining calm and focused on finding the right solution.

Most importantly, we’re looking for someone who is passionate about helping people, takes ownership and puts the customer at the heart of what they do.

Our Contact Centre operates 7 days a week, so you’ll work a varied shift pattern across 5 days, between 7am and 8pm, including some weekends.

The role is fixed term until the end of March.

About Us

Our Purpose: Empowering people is our purpose. We work together by guiding, teaching, and mutual support, cultivating knowledge and confidence to overcome challenge and seize opportunities. By uplifting each other, we extend this empowerment to our customers and communities, contributing to the well-being of the broader society we serve.

Our Vision: Opening doors to homes full of love, communities full of life, and a world full of possibilities is all about creating opportunities and eliminating barriers for everyone.

Our Values: 'Do the Right Thing' is the thread that weaves our actions, decision-making, and connections. Making choices that align with our purpose, vision, and values, and ensuring everyone feels safe and supported.

At Magenta Living, our mission is to provide customers with a home they’re proud of and create flourishing communities. We're proud to say that it’s our dedicated people that make this happen. This is a very transformative and exciting time to join us as we embark on Road to 2030!

Who we are

We are innovatively forward thinking, with a customer focussed approach. This allows us to be one of the best in our industry, managing around 13,000 homes across our heartland Wirral and the North West.

One of our key focuses is giving back to our customers and communities and as a Not-for-Profit organisation, social value is a significant part of who we are - everyone has their part to play at Magenta Living.

You’re in great hands here at Magenta Living. We are proud of being awarded the Navajo Charter-mark for our work supporting the LGBTQ+ community and ISO45001 for our people health and safety practices.

At Magenta Living we are proud to be an employer who provides equal opportunities. We encourage all applications regardless of age, different abilities, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation.

Our Culture

We’re proud of our empowering, fun and flexible culture and value every colleagues opinion.

Our teams are the talented and motivated driving forces behind improving our customer, communities and colleague experiences, with opportunities for you to get involved with our dynamic colleague panels and social events

What we offer

There are so many to pick from, but to just name a few…

• 26 days holiday (plus UK bank Holidays)
• Paid time off over Christmas Period
• Defined Contribution Pension Scheme with a fixed employer rate of 6%
• Flexible working
• Healthcare Cash Plan
• Well-being support and fun employee events
• Employee Recognition programme
• Talent Management Programmes and e-learning access to support development
• Free parking at either our head office or main depot
• Paid professional memberships
• Volunteering day
• Free on-site gym