Lifeline Advisor

Cross Keys Homes; Cambridgeshire and Peterborough; On-site; GBP 21,000 - 27,000; Full time

Job summary

Cross Keys Homes is seeking a Lifeline Adviser to join our team on days, delivering high-quality customer service across a 24/7 Lifeline service. The role is 37 hours per week, five days out of seven, with weekends and bank holidays within the normal pattern.

The successful candidate will listen actively, assess calls for emergency responses and repairs, and provide empathetic support while updating systems in real time. An enhanced DBS will be sought for the right person.

Qualifications

• Previous experience in customer service or contact centre environment.
• Excellent and clear telephone manner.
• Able to multi-task while updating systems.
• Good listening skills to ensure timely resolution.
• Enhanced DBS required.

Responsibilities

• Listen to and understand details of each contact.
• Assess and process customer calls for emergency response.
• Take action as needed and provide relevant support.
• Assess calls for repairs for external customers under contract.
• Work within a set timeframe and cost-effectively.
• Maintain high standards of customer service.

Skills

Customer service

Telephone communication

Listening

Empathy

Multitasking

Problem solving

Tools

CRM software

Job description

Are you looking for a new and rewarding role, where you can really make a difference to people’s lives?

If so, CKH have an opportunity for you to join our amazing team of Lifeline Advisers on days.

Our Lifeline service is manned 24/7; the successful applicant will work 37 hours per week, 5 days out of 7, bank holidays and weekends will fall into the normal shift pattern,

As a Lifeline Adviser for Cross Keys Homes you will need to be able to provide high standards of customer service to a wide range of customers. Using our LETS principle you will need to actively listen to and understand the details of each contact, assessing and processing customer contact telephone calls for an emergency response with patience and with empathy. In line with individual customer contractual requirements you’ll need to take action as needed and provide relevant support. In addition, the Lifeline adviser will need to assess the calls for repairs for external customers under contract as cost effectively and efficiently as possible and to an agreed time frame.

The ideal candidate for this role will be someone who has had previous experience of working in a customer service or contact service environment and able to multi-task by having a conversation and updating systems at the same time. In addition, the successful candidate will need to have an excellent and clear telephone manner as well as being able to demonstrate good listening skills to ensure the timely resolution of the contact.

Enhanced DBS will be sought for successful candidate.

For a full job description please see document at the foot of this page.

We reserve the right to close this advert early if sufficient interest is received. Therefore, if you are interested in the role, we encourage you to apply without delay!