Customer Contact Advisor

Amplius; Indiana; Hybrid; USD 38,000 - 47,000; Full time

Benefits offered by this job

Flexible working

Pension contributions

Cycle to work scheme

Employee AssistanceProgramme

State of the art IT equipment

Annual Leave

Job summary

Amplius is looking for a Customer Contact Advisor to deliver outstanding service across phone, online, webchat and in-person channels. You will be the first point of contact for customers, resolving enquiries, managing repairs and handling complaints in line with procedures.

You’ll work 36.25 hours per week, Monday to Friday 9am to 5pm, on a Hybrid basis with weekly presence in our Rushden office. You’ll be joining a large housing provider committed to improving lives and offering employee

Qualifications

• Willingness to work towards CIH Level 3 or equivalent.
• Experience in a customer service or contact centre.
• Knowledge of data protection and customer feedback.
• Strong communication and time management skills.
• Experience using CRM and Microsoft Office.

Responsibilities

• Provide excellent customer service across phone, online, webchat and in-person channels, resolving enquiries 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.

Skills

Customer service

Communication

Time management

Problem solving

Education

CIH Level 3 or equivalent

Tools

CRM systems

Microsoft Office

Job description

Salary £31,908.80 per year

Location Hybrid - weekly presence in our Rushden office

This is a Permanent, Full Time vacancy that will close in 11 days at 23:59 BST.

Customer Contact Administrator JD - Download

The Vacancy

Are you confident delivering great customer service across different channels? Join Amplius as a Customer Contact Advisor and act 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

• Willingness to work towards 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.

Important – The Right to work in the UK is an essential requirement. We do not provide sponsorship.

Closing: 4 November

Interviews in Rushden: 12 and 13 November

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

The Benefits

• Flexible
• Working
• Pension
• Scheme
• Life
• Assurance
• Health
• Cash Plan
• Generous
• Annual Leave
• Career
• Development