Reach & Respond Advisor (Shifts)

Beyond Housing; Redcar; Vor Ort; GBP 23.000 - 27.000; Vollzeit

Benefits dieser Stelle

Annual leave

Real Living Wage

Pension

Cycle to Work

Health cash plan

Zusammenfassung

Beyond Housing is seeking a dedicated advisor to join the Reach & Respond team in the UK. You will handle emergency and routine calls, respond to customer inquiries by phone, email and text, and help schedule out-of-hours repairs while maintaining accurate records.

Rosie Moore, the Advisor Team Leader, will be happy to discuss the role with you. The role requires resilience for high‑pressure situations, strong organisational skills, and proficiency with IT tools such as Excel and Word.

Qualifikationen

• Excellent customer service and communication skills.
• Ability to stay calm while handling calls under pressure.
• Strong organisational and prioritisation abilities.

Aufgaben

• Answer inbound/outbound calls as first point of contact for customers.
• Provide in-hours and out-of-hours support as part of Reach & Respond.
• Escalate complex calls and coordinate responses with relevant teams.

Kenntnisse

Customer service

Communication

Staying calm under pressure

Organisation

Tools

Microsoft Excel

Microsoft Word

Jobbeschreibung

We are looking for a dedicated and customer-focused advisor to join our amazing Reach & Respond team. This role involves working on a shift pattern of 4 x 12-hour shifts, two days and two nights followed by 6 days’ rest.

What you'll be doing

This is a rewarding opportunity to work within our effective call handling service providing in and out-of-hours support to our vulnerable customers. You will be our customer's first point of contact, and your job will also include the escalation of calls linked to our Reach & Respond services. You will also be dealing with telephone enquiries from not only our own customers but from a range of other providers who we deliver out-of-hours emergency call handling services for.

Interested? Here's what we need from you!

The ideal candidate will be able to build strong relationships, be customer-focused and will want to be part of a team that makes a difference on a daily basis. If this is you – we would love to hear from you!

As you will be responding to emergency calls, we are looking for someone who can work under pressure, can remain calm and who will be able to respond confidently, ensuring our vulnerable customers are supported. We also need you to be super organised, you'll have to effectively prioritise your calls during busy periods whilst being able to maintain a quality service. The role will involve handling reports of emergency repairs, diagnosing and scheduling appointments for out of hours repairs and handling calls for community alarm activations. This will help to identify the right course of action for our customers, which is why we need you to be awesome at juggling a variety of tasks at one time.

Another part of the role will involve responding to customer enquiries we receive through our communication methods such as email and text messages. You'll be creating and maintaining customer records, which is another reason why we need you to have excellent communication skills and be confident in using IT software such as Microsoft Excel and Word.

This is a great opportunity to be a part of a rewarding team who all care passionately about the people they support.

Rosie Moore is our Advisor Team Leader, so if you fancy an informal chat about the role, why not give her a call on 07798 814652.

Closing date for applications is Monday 2 November 2026, applications will be reviewed throughout the duration of the advert, and we may close it early should enough applications be received. We are not working with recruitment agencies on this vacancy.

Beyond Housing's Employability team is here to support your application. If you need any assistance please call 0345 065 5656 or email [e-mail].

All about Beyond Housing

Since 2018, Beyond Housing has been providing homes, strengthening communities and creating opportunities for people across the north east and North Yorkshire.

Today, we provide over 15,000 homes, support more than 30,000 customers and employ over 800 colleagues, all united by a shared purpose: to provide homes customers want, services they value, places they are proud of, all delivered by people who care.

We believe everyone deserves the opportunity to thrive. That's why we're passionate about helping our customers and communities succeed, while creating a workplace where our colleagues can do the same. Our values shape everything we do. We are considerate, collaborative, ambitious and accountable, and we're looking for people who share those values and want to make a difference.

Our workplaces are designed to encourage collaboration, innovation and wellbeing. We strive to create an environment where colleagues feel valued, supported and empowered to bring their best selves to work and make a real impact every day.

As we continue to grow, so do our ambitions, which is why we're always looking for talented people to join us on our journey and help shape the future of Beyond Housing. The work can be challenging, but it's also rewarding, meaningful and inspiring. Every day brings an opportunity to change lives and strengthen local communities.

At Beyond Housing, we're committed to creating an inclusive workplace where everyone feels they belong. FREDIE (Fairness, Respect, Equality, Diversity, Inclusion and Engagement) is at the heart of everything we do, helping us build a culture where people are valued, heard and supported. We welcome applications from people of all backgrounds and are dedicated to ensuring a fair and accessible recruitment process.

Why choose us?

At Beyond Housing, our colleagues genuinely care about making a difference to the lives of our customers and communities. We believe that when people feel supported, valued and empowered, they can achieve great things. That's why we offer a fantastic benefits package designed to support your wellbeing, work-life balance and future ambitions.

Our benefits include:

• Generous annual leave entitlement, with up to 39 days including bank holidays after five years' service, plus the option to purchase additional leave
• Competitively benchmarked salaries with annually negotiated cost of living increases
• Commitment to pay at least the Real Living Wage as defined by the Real Living Wage Foundation
• Good pension scheme with generous employer contributions
• A strong focus on colleague wellbeing, inclusion and career development
• Life assurance and compassionate time off when you need it
• Health cash plan, giving support for dental, optical and complementary treatments, plus free flu vaccinations
• Colleague recognition programmes including Cheers for Peers, Star of the Quarter and our annual Star Awards
• Long service awards recognising every five years of service
• Cycle to Work scheme and cycle parking
• Retail discounts and cashback offers at a range of national retailers and leisure providers
• Salary sacrifice electric vehicle scheme to support sustainable and affordable travel.

Learn more about our benefits and much more on our dedicated careers webpage.