Contact Centre Advisor
Location: Newent, Hybrid working. 2 days minimum at Head Office
Salary: £24,536.47 per annum
Contract Type: Permanent, Full Time (37 hours per week).
Working Hours**: Alternating weekly between 08.30 - 16.30 and 09:00 - 17:00**.
Do you have a passion for exceptional customer services?
Do you have a keen eye for detail?
Do you want to deliver an amazing customer journey?
Do you want to make a real difference?
If the answer is yes, we are looking for a confident, engaging and customer centric individual to come and join our team. The contact centre is the heart of our organisation, and this is a fantastic opportunity to work with our customers and communities in a locally based organisation. We are looking for an individual that understands the importance of building great customer relationships to deliver the best results for our tenants.
This is a truly exciting opportunity to join our established and high performing team where you can make a real difference to our customers.
What does the role entail?
- Taking ownership of all enquiries as the first point of contact either by phone, email, face to face in our reception, webchat, letter, social media, via our website or from the customer portal.
- Discuss, diagnose and raise repairs offering appropriate appointments.
- Handle basic enquiries in relation to rent payments.
- Managing tenancy enquiries such as low level Anti-Social Behaviour, providing advice where applicable and signposting to other departments or organisations where needed.
- Ensuring our record keeping is up to date by capturing all customer contacts.
- Provide additional administrative support to business areas where needed.
Do I need any specific skills?
We care more about the character and skills you will bring to our team than specific skills.
You will have agenuine passion for delivering exceptional customer services and consistently going that 'extra mile' to help people. You will also need to be confident on the phone, can remain calm under pressure and focused on what you can do, rather than can't do to assist our tenants.
Why should I join Two Rivers Housing?
Two Rivers' Housing is a community-based housing association committed to creating great homes and supporting communities. We provide affordable housing for more than 4,400 families in the Forest of Dean and Gloucestershire.
You will work with our team in our award winning, environmentally friendly office in Newent.
We hold the Investors in People Gold accreditation and are committed to developing our people whilst establishing ourselves as a leading customer focussed organisation by putting our tenants at the heart of what we do.
We truly believe that Two Rivers Housing is a great place to work and because of this we offer a comprehensive package of employee benefits including a Social Housing pension scheme with competitive employer contributions, cashback healthcare scheme and employee assistance programme, 26 days holiday entitlement, on-site parking, cycle-to-work scheme, office shower and locker facilities, one day each year to support community projects, a health and wellbeing programme plus free tea, coffee or hot chocolate with the occasional cake included.
Closing date: 21st July 2024 - Shortlisting will be carried out during the period of this advertisement and the closing date may be brought forward should a suitable candidate be found.
Interview dates: To be confirmed
TRH is an equal opportunity employer and actively encourages applications of all sections of the community.