Senior Customer Services Advisor

Clarion Housing Group; Nottingham; On-site; GBP 28,000 - 30,000; Full time

Job summary

A leading housing association is looking for Senior Customer Service Advisors to enhance the customer experience in property services. This office-based role involves managing property-related inquiries effectively while ensuring a high standard of customer care. Successful candidates will demonstrate strong customer service skills, problem-solving abilities, and a passion for helping customers in a dynamic environment.

Benefits

28 days annual leave plus 8 bank holidays

Volunteering days

Enhanced pension contributions

Life assurance cover

Health cash plan scheme

Career progression opportunities

Employee Assistance Programme

Qualifications

• Experience in telephone customer service.
• Exceptional listening and problem-solving skills.
• Ability to thrive in a busy property maintenance environment.

Responsibilities

• Act as the main contact for repair and maintenance inquiries.
• Provide advice and accurately diagnose repairs over the phone.
• Respond to emergency maintenance queries professionally.

Skills

Customer service

Problem-solving

Listening skills

IT literacy

Job description

This Role: Senior Customer Service Advisor known internally as a "Senior Property Services Advisor"

Permanent Positions based on a 37.5hr week - Please note you will be fully office based

Salary Range: £28,044 -£29,519 - Dependent upon experience

Location: Beeston, NG9 1LA - Free on-site parking. The site is a 10 min walk from Beeston Train Station

Following an exciting development in our team we are recruiting for several Senior Property Services Advisor. This is the next level of support where you will be the first point of contact for many of our customers, delivery partners and colleagues, dealing with and owning their property related enquiries through to resolution.

The focus of this role is to help the Property Desk reach next level proficiency by delivering an outstanding customer experience to ensure customer queries and issues are dealt with effectively and through to conclusion. Your responsibility in this role is to balance a quality and professional approach with a strong technical understanding and be performance driven

Duties will include, but not be limited to: -

• Acting as the main point of contact by telephone for residents reporting repairs and maintenance-based enquiries.
• Providing property repair and maintenance-based advice to residents over the telephone and accurately diagnosing repairs or identify defects to allow the raising or expediting of works orders as required.
• Raising accurate works orders for our delivery partners to enable and maximise the first-time fix opportunity and minimise the need for orders to be varied or cancelled.
• Responding quickly and professionally to emergency and urgent maintenance queries to safeguard customers and property.
• Dealing with queries from external services such as Fire, Police, Health professionals and Councils. Ensure your calls and administration are delivered and managed to a high standard.
• Acting as a point of contact for responsive repair contractors reporting back about repairs, on-going works and/or any Health and Safety or Safeguarding issues.
• Effectively liaising with delivery partners and developers, working in collaboration with other colleagues and teams to successfully resolve repairs-based issues.

What you'll need to succeed

This role requires experience of providing great customer service of the telephone and understanding how to listen to customers in order to understand their requirements. While experience of dealing with repair questions is not essential any understanding of this will be beneficial. More important is having the right behaviours and the desire to provide great service to customers by getting it right first time. If you come with this passion MTVH will provide an excellent working environment and the support to develop your career.

This role requires you to have exceptional listening and problem-solving skills to resolve queries received at the first point of contact in a timely and positive manner. You will need to have typing ability along with moderate IT literacy skills and an understanding. No two days are the same so you must enjoy working in a varied and busy property repairs and maintenance environment.

Please note :- we do not currently offer visa sponsorship.

What’s in it for you?

Our benefits include:-

• 28 days annual leave plus 8 bank holidays (pro rata for part time) per year
• 2 volunteering days per year for things like helping out in local communities
• An additional ‘Beliefs day’ once a year to have an extra a day off
• Supported family friendly approach with extended parental leave
• Enhanced pension with matched contributions of up to 9%
• Option to buy or sell up to 5 days annual leave per year
• Life assurance cover 3 x your salary
• Cycle2work scheme
• Hybrid Working - Dependent on job role and department
• Health cash plan scheme for your everyday healthcare needs which you can add your family members too
• Tenancy deposit – interest free loan to help with rental deposits and season Ticket loan
• Access to extensive learning and training opportunities with Wisebox platform
• Colleague virtual social platform with our workplace pages where you can keep up to date with the organisational activity and link in with colleagues
• Career progression across the organisation with our mentoring/coaching programmes, apprenticeships and career planning support
• Employee Assistance Programme- We are committed to the wellbeing of our colleagues and support this as an organisation

About us

We are committed to developing and implementing or maintaining sustainability initiatives to reduce environmental impact and promote sustainable practices within MTVH.

Learn more about our benefits and organisation by viewing our attached document

Our promise

Here at Metropolitan Thames Valley Housing (MTVH) we want to capture the value that difference brings and are committed to promoting equality, diversity and inclusion. We work collaboratively ‘Serving people better every day’ to educate, support and develop all of our diverse employees and the communities that we serve. We are also part of the disability confident employer scheme.

We want every employee and every customer to feel comfortable enough to be their true self and are working tirelessly in the background to create an environment that encourages our employees to challenge non-inclusive behaviours and to be mindful of their own and other’s wellbeing.

We provide a platform of Network groups for employees to share views, tell us what we’re doing well and recommend improvements. We want to create a real sense of community and a workforce who feel that their opinions are valued. Our Networks groups are:-

• Gender
• Ethnicity
• LGBTQ+
• Disability

Our core values of Dare, Care and Collaborate demonstrate that we are a people focused business, solving social issues by working together!

We reserve the right to close this vacancy early if a suitable candidate is found so we do encourage you to complete the application as soon as possible to avoid disappointment.