Relief Advisor

Beyond Housing; Redcar; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Agile working

Holiday entitlement up to 39 days

Real Living Wage

Pension scheme

Life assurance

Health cash plan

Cycle to work

Job summary

Beyond Housing is seeking a Reach & Respond advisor to join our 24/7 service, providing in- and out-of-hours support to vulnerable customers and acting as the first point of contact. You will handle emergency calls, escalate for Reach & Respond, and maintain accurate customer records while delivering a compassionate, professional service.

The role requires strong organisation, the ability to work under pressure, and excellent communication across multiple channels.

Qualifications

• Ability to build strong relationships with customers.
• Customer-focused approach and calm under pressure.
• Excellent communication skills and strong IT literacy (Excel and Word).
• Organised and able to prioritise calls during busy periods.

Responsibilities

• Provide in and out-of-hours support to vulnerable customers.
• Act as first point of contact and escalate Reach & Respond calls.
• Handle telephone enquiries from customers and external service providers.
• Respond to emergency calls with calm, clear information and guidance.
• Create and maintain customer records and reports.

Skills

Customer service

Communication

Organisational skills

Prioritisation under pressure

Tools

Microsoft Excel

Microsoft Word

Job description

We are looking for a Reach & Respond advisor who will fit right in with our amazing team.

As a 24/7 service, this role will support coverage across a variety of shifts to ensure continuous and effective service delivery. The role also provides essential support to the team during periods of annual leave and sickness, helping maintain consistent service levels.

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 daily. 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.

Who is Beyond Housing?

Our story began in 2018 and we'd like you to be part of our future. With over 15,000 homes, 30,000 customers and 750 colleagues, we're changing lives every day. Our mission is simple; to provide homes customers want, services they value, delivered by people who care. We want to help our customers and communities to succeed and thrive. Considerate, collaborative, ambitious and accountable - that's just our way of life.

Our offices are more than just the space we work in. We encourage inspiration, creativity and productivity in a relaxed and comfortable environment. We're looking for people who are travelling in the same direction when it comes to the way we work, live our values and deliver our services. Our reward and recognition offer is pretty impressive too!

We have ambitious plans for further growth and impact, and we need the right people to take this leap with us. It may be challenging at times, but you can be assured that it is going to be rewarding and inspiring. After all, we are changing lives, every day, in all that we do.

Our values and extremely important to us and we want all our colleagues to really live our values every day, we are looking for candidates who show they have the skills to do the role and are aligned with our values.

At Beyond Housing, we are committed to ensuring that all applicants are treated fairly throughout our recruitment and selection processes and are not discriminated against on the grounds of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation.

Why choose us?

The team here at Beyond Housing genuinely cares about the work we do to transform the lives of our customers. We think this is a pretty big reason to love your career at Beyond Housing, and that's why our benefits package shows Beyond Housing genuinely cares about its teams too.

Here are some details of our employment package:

• Agile working - to give you that positive work-life balance. This enables you to work up to two days from home (if your role is suitable for that) after you have settled in and learned the ropes
• Generous holiday entitlement (up to 39 days including bank holidays after 5 years' service) with the ability to purchase more if you wish
• Impressive salaries that match the market rate, with a commitment to an annual cost of living rise
• Commitment to paying the Real Living Wage as defined by the Living Wage Foundation
• Competitive pension scheme with generous employer contributions, to help you plan financially for your retirement
• Life assurance to look after your loved ones should the worst happen to you, and generous time off for bereavement if the worst happens to your loved ones
• Health cash plan, to claim back basic medical expenses such as optical, dental, and complementary therapies, along with free flu jabs to keep you tip-top
• A much-needed caffeine boost with free tea and coffee (and cordial for when you're feeling parched)
• Recognition schemes such as weekly ‘Cheers For Peers’, ‘Star of the Quarter’ and our prestigious annual Star Awards event
• Long service awards every 5 years
• Cycle to work scheme and cycle parking (if you’ve got the legs for it)
• Cashback and discounts scheme covering a range of well-known retailers and leisure providers to help your money go further
• Salary sacrifice electric vehicle lease scheme to support cost effective green travel