Service Centre Advisor

Mosscare St Vincent's Housing Group; Trafford; Hybrid; GBP 20,000 - 26,000; Full time

Benefits offered by this job

Home working kit

Holiday entitlement

Pension scheme

Health cash plan

Enhanced sick pay

Wellbeing support

Life assurance

Learning & development

Equality & Inclusion groups

Job summary

MSV Housing We’re the first point of contact for customers, delivering service across telephone, email, and our customer portal. You will handle a high volume of enquiries, resolving issues at first contact and supporting back-office processes to ensure requests are completed efficiently.

You’ll work with internal teams and contractors, maintaining records and driving improvements while upholding excellent service standards. We value people who advocate for customers and communities.

Qualifications

• GCSE level (or equivalent) including Maths and English.
• Experience handling customer enquiries by phone and resolving issues at first contact.
• Able to work collaboratively within a busy team and build effective relationships.
• Strong administrative skills and accurate data entry, able to work independently.

Responsibilities

• Deliver an exceptional customer experience as the first point of contact across telephone, email, written correspondence and digital channels.
• Manage and resolve a high volume of service requests with timely responses and first-contact resolution.
• Provide reception/front-of-house support when required, welcoming visitors professionally.
• Collaborate with internal teams and external contractors to manage requests through to resolution.
• Maintain records and support improvements to systems and service delivery initiatives.

Skills

Customer service

Communication

Multi-channel support

Data entry

Team collaboration

Time management

Education

GCSEs including Maths and English

Job description

At MSV Housing we’re committed to making sure our customers have good quality safe homes and ourService Centre Advisor'sare key to making this happen.

As the first point of contact for our customers, you will deliver an outstanding service across a range of channels, including telephone, email and our customer portal. You will manage a high volume of enquiries and service requests, resolving issues at the first point of contact wherever possible while maintaining excellent customer service standards. Working closely with internal teams, you will also support key back-office processes to ensure customer requests are handled efficiently and effectively from start to finish.

What do our Service Centre Advisor's do;

• Deliver an exceptional customer experience by acting as the first point of contact for customer enquiries across telephone, email, written correspondence and digital channels.

• Manage and resolve a high volume of service requests, ensuring timely responses, first-contact resolution and adherence to service standards.

• Provide reception and front-of-house support when required, welcoming visitors and handling enquiries in a professional and customer-focused manner.

• Work collaboratively with internal teams and external contractors to proactively manage customer requests through to resolution, keeping customers informed throughout.

• Maintain accurate records and management information, support continuous improvement of systems and processes, and contribute to team projects and service delivery initiatives.

What we are looking for;

• Educated to GCSE level (or equivalent), including Maths and English, with a strong commitment to delivering excellent customer service.

• Experienced in handling customer enquiries over the phone and resolving issues efficiently at the first point of contact.

• Proven ability to work collaboratively within a busy team environment, building effective relationships to ensure customer requests are handled successfully.

• Able to manage competing priorities, work to deadlines and consistently meet or exceed performance targets and service standards.

• Highly organised with strong administrative skills, including accurate data entry and the ability to work independently with minimal supervision.

In addition, we are looking for candidates that have a passion to advocate on behalf of people and communities.

We offer a range of great benefits including:

• Flexibility on where you work with home working kit provided

• 33 days holiday per year plus bank holidays, and a holiday a buy scheme.

• Company pension scheme with up to 10% matched contributions

• Company funded access to a health cash plan, where you can claim back costs of everyday health treatments such as optical, dental and much more.

• Enhanced sick pay with up to 3 months full pay and 3 months half pay

• Health and Wellbeing Support including an employee assistance programme, free counselling, mental health first aiders and numerous wellbeing initiatives

• Life assurance subject to being a member of our company pension scheme.

• Learning and development to support you to develop the skills you need to fulfil your role and progress in your career

• Commitment to Equality and Inclusion with employee network groups covering anti-racism, LGBTQ+, disability and long-term health conditions, carers, and menopause.

MSV are committed to Equality and Inclusion all applications are scored against the essential criteria of the role; however, we encourage candidates to submit an ammonised CV if they can do so.

MSV are also committed to supporting you to balance work and life, including with any caring or parental responsibilities you might have, and have a range of flexible working options and wellbeing support available to all colleagues to facilitate this.

If you wish to discuss the roles informally, please contact Louise Dardis, Customer Experience Manager on 07876841999.

We’re passionate about inclusion and we’d love to hear from people from diverse backgrounds for this role.