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Contact Centre Customer Service Advisor

Job Introduction

Job Title:                        Call Centre Customer Service Advisor

Salary:                             £19,200 pro-rata

Job Location:                 North West    

Contract Duration:        Permanent

Hours:                             35 per week – on a rota basis

Mon-Fri - 07:00-19:00, Saturdays 09:00-17:00 (approx. 1 in 4) Bank Holidays 10:00-14:00 (on a rota basis)

Are you an experienced Customer Service advisor, that prefers to concentrate on Right First Time, rather than the number of calls you answer per hour? Would you relish the opportunity to work from home and improve your work/life balance?

Your Housing Group has a small number of opportunities for Call Centre Customer Service Advisors, these opportunities are available due to growth as we increase the size of our Customer Service team to further support our customers and offer a best in class service.  

You won’t need to worry about the commute to work as you will be homebased, living within 25 miles of WA3 7QH, to be able to attend our Head Office in Birchwood, Warrington, to minimise disruption to our customers. It’s also important that your home workspace is interruption free.

As a Contact Centre Customer Service Advisor, you will be working in a virtual contact centre environment based at home, providing first line support to customers with enquiries regarding their home. This could be anything from assisting tenants with quick fixes for repairs to providing them with support or advice regarding their home and/or their tenancy, working with the customer until their issue is resolved.

This Contact Centre Customer Service Advisor role isn’t about the number of calls you answer, it’s about “Right First Time” providing a successful resolution to our customers for any queries they have regarding their home.  It’s about taking ownership of a problem until it’s resolved and ensuring all information is logged correctly so the service offered runs smoothly.

These roles also offer a great way to gain an understanding and exposure to other areas of the business and once you have proven yourself and would like to move to another area of the business and support our customers in a different way, Your Housing Group can give you these opportunities. 

It’s a given you will need to be flexible, resilient and customer focused with the confidence to problem solve and take ownership. We are looking for colleagues who are truly passionate about “Right First Time” and in providing each and every customer with an excellent service experience!

Experience of Housing, Property or Repairs & Maintenance would be beneficial, but is not essential to apply for the role. If you can deliver fantastic Customer Service, this is the role for you!

As well as a competitive salary and the ability to work from home we also offer some great benefits such as up to 25 days annual leave (increasing with length of service), and opportunity to sell or buy further holidays, a Cash Back Health Care Plan, Pension Scheme (matched up to 8%) to name a few!

As this role allows access to confidential tenancy information, we are unable to accept applications from existing tenants/residents or those who have an association with existing tenants/residents.

Prior to completing your application, please review the attached Role Profile to better understand the role and key responsibilities.                              

Closing date:     24th June 2021    

Should we receive a high number of applications, we may close this vacancy earlier than the date indicated above, therefore, you are encouraged to submit your application as soon as possible.

Your Housing Group values diversity and encourages applications from all communities. Your Housing Group operates a Guaranteed Interview Scheme for tenants or anyone who resides in a Your Housing Group property.  It also operates the scheme for any applicants who declare they have a disability. Those applicants who meet the minimum requirements for the role as set out in the role profile will be guaranteed an interview.  Some roles may be subject to probity checks which will override the scheme where a potential conflict of interest or a probity matter has been identified.  YHG1


Your Housing Group


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