Customer Services Advisor
(Ref: CS271124)
Blaina, Blaenau Gwent
£26,107.00
Job Description
About Us:
Tai Calon was established in 2010 as a not-for-profit housing association, with almost 6,000 homes we are the largest provider of affordable homes in Blaenau Gwent. Our focus is to deliver high levels of customer satisfaction in all aspects of the service that we offer. Part of that is to ensure our customers’ homes meet the Welsh Housing Quality Standards, and that is why since 2010 we have invested over £130 million in their homes.
We are proud to announce that we recently achieved our Great Place to Work certification, demonstrating our commitment to ensuring Tai Calon fosters a culture of trust, fairness, respect and camaraderie, making it a place colleagues truly want to work.
With more than 280 people trained and dedicated to their job, we’re a big employer in the area, and we’re looking for a Customer Services Advisor to join our Customer Services Team.
About You:
To be successful as a Customer Services Advisor, the ideal candidate will
• Be able to demonstrate excellent written and verbal communication skills
• Be able to communicate clearly to people with a wide variety of support needs
• High level IT literacy and keen adapter of digital technology and flexible working methods • Well organised with an attention to detail to ensure effective work planning, prioritisation, multi-tasking and the meeting of deadlines of own work
• Welsh Language Skills
• Tenant and customer focussed and commitment to Service 1st principles
• Demonstrates integrity and support for organisational values
• Committed to ongoing personal development
• Flexible, willingness to work outside of normal working hours
• Be able to work as part of a team
• Able to demonstrate a commitment to equal opportunities principles and practice
• Be able to maintain a professional and calm manner under pressure
• Requires Disclosure and Barring Service (DBS) check
Your Knowledge, Experience and Qualifications:
You will also need to have the following knowledge, experience and qualifications
• To have gained a NVQ Level 2 Qualification in Customer Service
• Have a good level of literacy and numeracy, educated to GCSE standard or equivalent
• Have an understanding of social housing and the work of RSL’s
• Knowledge of up to date legislation
• Knowledge of relevant confidentiality and GDPR standards
• Experience of delivering front line services
• Experience of using Microsoft Office including Word and Excel.
• Experience of using Northgate or a similar management information system
• Experience of dealing with a wide range of customer enquiries
• Experience of working in a call centre environment
What you’ll be doing:
Operating as part of the customer contact team you will assist our customers to resolve a diverse range of enquires across a very broad range of services including repairs, income management, major investment programmes and housing/neighbourhood management.
As a Customer Services Advisor, you’ll take ownership in
• Provide an empathic, responsive and professional first point of contact service across a wide range of communication channels including, telephone, e-mail, online / social media and in person.
• Allocate repairs, service requests and general queries in line with company policies and procedures, ensuring that individual customer needs are recognised and taken into consideration.
• Accurate and timely updating of all customer records and transactions ensuring all appropriate data is collected and recorded in line with GDPR regulations and organisational policies and procedures.
Contract Type:
Permanent
Working Pattern:
As an Customer Services Advisor, you will work 37 hours per week.
Your working pattern will be Monday to Friday (9:00 am to 5:00 pm), however, you'll be eligible for our Flexi Time scheme.
Where You'll Be Working:
This role offers Hybrid Working, where you’ll be able to work from home.
For the days that you're in the office, we've got a bright, open and modern space for you to catch up with colleagues and work from.
Benefits:
In joining our team, you will access the following:
• Flexi Time
• Hybrid Working
• Free on-site parking
• 33 days of annual leave (including bank holidays)
• Defined Contribution Pension Scheme
• Occupational Sick Pay
• Training and Development opportunities
• A comprehensive range of company benefits, including a Cycle to Work scheme and access to HOP (Home of Perks) with a whole array of shopping discounts and cashback.
• Free, confidential, 24/7 employee assistance programme (with access to flexible counselling)
Disability Confident Employer:
We are a disability confident committed employer, and if you require any adjustments or support to be considered for this role, email our team at hradmin@taicalon.org or contact us on 0300 303 1717.
More Information:
If you'd like more information about this role, why not reach out to one of the team using the details below.
• Email: hradmin@taicalon.org
• Telephone: 0300 303 1717
What happens next:
If this sounds like the role for you, we look forward to receiving your application. Here is what you can expect in the recruitment process with us
Shortlisting
• We will review your application when the vacancy has closed.
• On average it will take us around 5 working days to complete shortlisting, so if you don’t hear from us before then, please don’t worry
• We will update you with the status of your application, so please make sure your contact details are correct (email address and phone number)
Interview
• Our interviews typically take place at our offices in Blaina, Blaenau Gwent, and it is a great chance for you to see where you could be working in
• Typically, you will spend between 45 minutes and 60 minutes with us, but this will of course depend on the role you’re interviewing for
• We will do everything we can to make it a great experience, and we’ll share as much information on the process as we can in your invitation email
• After your interview, we will let you know the outcome and how it went
Starting with Us
• If you are successful in securing the role, we’ll be in contact to discuss your Offer of Employment in more detail, to make sure you have all the information you need
• We will agree a start date with you and send all documentation to your email address via our digital signing platform
• As part of your onboarding, we’ll complete a number of onboarding checks which may require you to provide documentation, these include: Obtaining documents to confirm your Right to Work in the UK/ Obtaining two work or character-based references/Completing your DBS check (if applicable to your role)/Obtaining copies of any qualifications listed in the advert above
• We will stay in touch with you throughout your Onboarding, and we will see you on your first day with us.
Closing date
27/11/2024