Location
: Peterborough
Contract
: Permanent
Salary
: £26,460 per annum (£14.53 per hour)
Hours
: Full time
At Accent we believe everyone has the right to a safe, secure and warm place to call home. Are you ready to go above and beyond to help our customers with their repairs and maintenance queries?
We're looking for Customer Service Advisors to join our Repairs team in Peterborough.
About the role and person:
- Flexible working patterns
- Permanent
Always motivated to achieve brilliant standards of service on every call, our Customer Service Advisors take direct calls from customers, diagnosing faults and raising jobs to ensure their home repairs and maintenance needs are met. It can be a stressful time when things go wrong so strong communication skills, empathy, professionalism and resilience are key. You'll liaise with contractors and internal departments to monitor and manage works to agreed timescales, keeping the customer up to date with progress along the way. This isn't your average contact centre role – we work Monday – Friday between 8am to 6pm so your weekends and evenings will be free to spend doing what you love and when you're at work you'll have the satisfaction of knowing you've provided the best resolution for the customer in the first instance to ensure their home is safe. You don't need to know about home repairs and maintenance - we'll provide the training you need. Our office facilities include free parking, a café and free access to an onsite gym.
What skills/behaviours do you need to be a Customer Service Advisor?
- Excellent customer service skills having previously worked within a busy customer focused environment.
- Strong negotiation and communication skills
- Demonstrate resilience to conflict and be able to apply conflict handling skills when needed with customers.
- A positive and practical approach to problem solving.
- Confidently use Microsoft Office and other IT systems.
- Experience of working in a pressurised environment.
- GCSE in Maths and English – Grade 4/ C or above.
- Ability to manage a busy workload with conflicting priorities.
- Previous contact centre experience and knowledge of home repairs and maintenance services are desirable.
Location: The successful candidate will be required to live within a commutable distance to our Peterborough office as this post requires you to be on-site. Upon completion of probation, dependent on meeting of role requirements there may also be the opportunity for hybrid working.
Salary: The spot salary for this post is £26,460 per annum (£14.53 per hour) for applicants who fully meet the requirements of the post. Applicants, who do not meet all the requirements of the post, will start 5% or 10% below the spot salary.
We will be holding an assessment centre for this position on Monday 1st July.
What will you get from us?
In addition to a competitive salary and agile working, we also have a focus on employees' development. We support both professional and personal development, ensuring everyone has a development plan and provide access to a wide range of internal and external learning resources.
You'll also receive:
- 28 days paid holiday (pro-rata excluding bank holidays) per year rising by 1 day per year up to a maximum of one working week.
- A choice of Pension Schemes including a Defined Benefit Scheme with a 7.5% member contribution or a Defined Contribution Scheme with a 4% member contribution and 4% employer contribution. Both pension schemes provide Life Insurance Cover.
- Option to purchase additional holiday of up to 2 of your working weeks (at managers discretion.
- Employee Assistance Programme.
- "Hapi" Benefits App with multiple discounts.
- Cycle to work scheme.
- Free on-site gym
- Free parking
Who are Accent?
We own around 20,400 houses across the North, East and South of the country. They are home to over 41,000 customers. We exist to improve lives, providing people with high quality homes, affordably. Whatever their housing need, whether family, single, older or more vulnerable – our customers come first. They are always at the very heart of our business.
If you feel great about putting customers first, then we feel great about you joining the Accent team.
And we are a team. We live and breathe our values – we are Smart, we are Driven, we are Caring and we are Inclusive – are you? If you can do what's right and challenge what you think is wrong, relish the opportunity to work with some fabulous colleagues to improve the customer experience and make sure we keep to our promises, then you are the person we are looking for.
If you require reasonable adjustments to any part of our recruitment process, please let us know we will ensure requirements are met.
Please don't delay in submitting your application. Where roles are urgent or we receive a high volume of applications, we may interview and conclude the process prior to any closing date indicated.
Please note candidates must have current eligibility to live and work in the UK, this position is not eligible for visa sponsorship.
Join us and start your own journey with Accent. We aim to be number one, and you could help us get there.
You may have experience in the following roles: Customer Service Representative, Contact Centre Agent, Call Centre Advisor, Customer Support Agent, Customer Care Representative, Customer Service Specialist, Client Service Advisor, Repairs Coordinator, Maintenance Service Advisor, Housing Support Officer, etc.
REF-214 800