Customer Contact Advisor

Amplius; Indiana (PA); Hybrid; USD 36,000 - 49,000; Full time

Benefits offered by this job

Flexible working

Pension contributions

Cycle to work scheme

Employee Assistance Programme

State of the art IT equipment

Annual Leave

Career development

Job summary

Amplius is hiring a Customer Contact Advisor to deliver high-quality service across phone, online, webchat and in person. You will resolve enquiries, arrange repairs and appointments for customers, and handle complaints in line with company procedures.

The role is permanent, full-time, with hybrid working and a 36.25 hour week, based in Rushden. A CIH Level 3 or equivalent in Customer Service or Housing is required.

Qualifications

• CIH Level 3 or equivalent in Customer Service, Leadership or Housing.
• Experience in a customer service or contact centre environment.
• Knowledge of data protection and customer feedback.

Responsibilities

• Provide excellent customer service across multiple channels.
• Manage repair enquiries and book home or communal area appointments.
• Handle customer complaints promptly per procedures and timescales.
• Promote digital services and keep data accurate and compliant.

Skills

Customer service

Communication

Problem solving

Time management

CRM software

Attention to detail

Education

CIH Level 3 or equivalent qualification in Customer Service, Leadership or Housing

Tools

Microsoft Office

Job description

Salary £31,908.80 per year

Location Hybrid - weekly presence in our Rushden office

Permanent, Full Time vacancy that will close in 13 hours at 23:59 BST.

The Vacancy

Are you confident delivering great customer service across different channels? Join our Customer Contact team at Amplius as the first point of contact for customers, resolving enquiries, managing repairs and complaints, and helping improve the services we provide.

Salary: £31,908.80 per year

Contract: Permanent, full time

Your week: 36.25 hours - Monday to Friday 9am to 5pm

Location: Hybrid - weekly presence in our Rushden office

You can read about our fantastic colleague benefits here - Amplius colleague benefits

Snapshot of your role

• Provide excellent customer service across phone, online, webchat and in-person channels, resolving enquiries wherever possible at the first point of contact.
• Manage repair enquiries, including reporting repairs and booking appointments for work in customers’ homes and communal areas.
• Handle customer complaints promptly, fairly and in line with Amplius procedures and agreed timescales.
• Promote digital services and online solutions, while keeping customer information accurate and compliant with data protection requirements.
• Meet agreed performance, service and customer satisfaction standards, following Amplius-wide processes and procedures.
• Use customer feedback to identify trends and suggest improvements, while keeping your knowledge up to date through training and development.

What You’ll Need To Thrive In This Role

• A CIH Level 3 or equivalent qualification in Customer Service, Leadership or Housing.
• Experience working in a customer service or contact centre environment, handling a range of enquiries and complaints within agreed processes and timescales.
• Good knowledge of customer service standards, data protection and the importance of customer feedback and service improvement.
• Strong communication, problem-solving, organisation and time management skills, with confidence handling challenging conversations professionally.
• Experience using CRM systems and Microsoft Office, with strong attention to detail, accuracy and the ability to build positive relationships with customers and colleagues.

Closing: 20 September

Interviews: 25 & 28 September

We reserve the right to close the vacancy early in response to an overwhelming number of applications or a change in business priorities.

If you have any questions, please contact the Amplius Talent Team and we’ll be happy to assist you.

The Company

Amplius is one of the largest housing providers across the Midlands, East and Southeast of England. We own and manage more than 40,000 homes and deliver a range of quality services, including care and support, specialist housing and home ownership options. We’re a team of over 1,300 colleagues driven to have a positive impact on people’s lives and provide affordable homes that make a difference.

The Benefits

• Flexible
• working
• pension
• contributions
• Cycle to
• work scheme
• Employee Assistance Programme
• State of the art IT equipment
• Volunteer
• days
• Flexible
• Working
• Pension
• Scheme
• Life
• Assurance
• Health
• Cash Plan
• Generous
• Annual Leave
• Career
• Development

Documents

Customer Contact Advisor JD.docx - Download