Hybrid Customer Resolution Advisor – First-Contact Support

Delta Housing; Chelmsford; Hybrid; GBP 26,000 - 35,000; Full time

Benefits offered by this job

Healthcare plan

Pension scheme

Holiday entitlement

Hybrid working

Training opportunities

Employee Assistance Programme

Job summary

Delta Housing is seeking a Customer Resolution Centre Advisor to deliver outstanding service across multimedia channels, resolving queries at first contact. The role involves listening, diagnosing, and supporting customers and the business, with hybrid working and a 37-hour week.

You will handle inbound/outbound calls, emails and social media, following workflows, and contributing to knowledge bases while striving for first contact resolution and high customer satisfaction.

Qualifications

• GCSE, NVQ or equivalent, or equivalent demonstrable prior learning
• Excellent communication skills
• High level of computer literacy covering office systems as well as CRM databases and systems
• Experience of working in a customer focused organisation
• Experience of customer care technique

Responsibilities

• Provide exceptional customer service across multimedia channels for first-time query resolution.
• Follow company workflows to meet evolving customer needs, providing enhancement feedback as and when required.
• Demonstrate empathy in customer interactions, recognising diversity.
• Resolve dissatisfaction at the first point of contact, escalating when needed.
• Proactively identify process improvement opportunities and contribute to a knowledge base and enable further first contact resolution, reducing handoffs to specialist teams.

Skills

Communication

CRM systems

First contact resolution

Multimedia channels

Empathy

Education

GCSE/NVQ or equivalent

Tools

Office software

CRM databases

Job description

Delta Housing is seeking a Customer Resolution Centre Advisor to deliver outstanding service across multimedia channels, resolving queries at first contact. The role involves listening, diagnosing, and supporting customers and the business, with hybrid working and a 37-hour week.

You will handle inbound/outbound calls, emails and social media, following workflows, and contributing to knowledge bases while striving for first contact resolution and high customer satisfaction.