Hybrid Contact Centre Advisor - Make a Real Impact

Clarion Housing Group; West Malling; Hybrid; GBP 28,000 - 33,000; Full time

Benefits offered by this job

Pension scheme

Life assurance

Company bonus

Job summary

Clarion Housing Group is seeking friendly, resilient Contact Centre Advisors for a large, fast-paced team in Maidstone, Kent. The role covers multi-channel customer support with a focus on resolving issues at first contact.

Training is provided and the position offers hybrid working with a base in Maidstone. Key responsibilities include handling queries by phone, email, and web chat, recording information accurately and escalating when needed.

Qualifications

• Excellent communication skills, both verbal and written.
• Calm, patient and empathetic approach to customer service.
• Strong ability to handle challenging conversations professionally.
• Good organisation and ability to manage competing priorities.

Responsibilities

• Responding to customer enquiries promptly, professionally and with empathy.
• Taking ownership of customer queries and resolving them at first point of contact where possible.
• Accurately recording customer information, actions and outcomes on systems.
• Providing clear advice, guidance and updates in line with policies and service standards.
• Managing a high volume of customer contact while maintaining quality and care.
• Escalating issues to colleagues or specialist teams to achieve the right outcome.
• Supporting customers who may be frustrated, distressed or vulnerable with calm communication.
• Contributing to team targets and service improvements.

Skills

Excellent communication

Calm and empathetic

Attention to detail

Team player

Job description

Clarion Housing Group is seeking friendly, resilient Contact Centre Advisors for a large, fast-paced team in Maidstone, Kent. The role covers multi-channel customer support with a focus on resolving issues at first contact.

Training is provided and the position offers hybrid working with a base in Maidstone. Key responsibilities include handling queries by phone, email, and web chat, recording information accurately and escalating when needed.