Job Introduction

Job Title:                        Customer Service Centre Advisor

Salary:                            circa £20,000  

Job Location:                North West    

Contract Duration:        Permanent

Hours:                            35 per week (7 hours per day on a rota basis)

Are you an experienced  Customer Service Advisor who prefers to concentrate on providing a “Right First Time” service to customers and not on the number of calls answered per hour? Would you relish the opportunity to improve your work/life mix and work from home?

Due to continued growth and internal promotions, Your Housing Group has a small number of opportunities for a Customer Service Centre Advisor, working from home.

As a Customer Service Centre Advisor, you will be working from your own home, in a virtual contact centre environment, providing first line support to customers with enquiries regarding their home.

Please don’t think ‘virtual’ or by working from home means you’ll be alone - far from it!  You’ll be supported through a 3 week-long induction/training, after which you’ll have a Team Leader dedicated to supporting you through your day.  Although you’ll be working from home, you will attend monthly meetings at our Collaboration Hub in Birchwood, Warrington (WA3 7QH), so you’ll get an opportunity to get to know your team-mates and share best practise with each other.

As a Customer Service Centre Advisor…..

• You won’t need to worry about the commute to work, as you will be homebased
• You will live within 25 miles of postcode WA3 7QH, to be able to attend our Collaboration Hub in Birchwood, Warrington for training, meetings and 121’s
• Your home workspace will be interruption free, to minimise disruption to our customers
• You will work Monday–Friday 8am-7pm (7 hour ‘shift’ plus 1hr lunch break), working approx. 1 Saturday in 4 from 9am-5pm and Bank Holidays from 10am-2pm (on a rota basis, with time back in lieu)
• You will receive a minimum of 3 weeks training and have a dedicated Team Leader to support you with handling day to day queries
• You will be joining a company where 91% of colleagues recommend us as a great place to work – yes 91%!!

Your days will be varied, ranging from assisting tenants (our customers) with quick fixes eg scheduling a repairs appointment or providing them with support and advice regarding their home and/or tenancy, working with the customer until their query is resolved to their satisfaction.

What we offer You!

1. A salary of circa £20,000 plus a great work/life mix, incl homebased working
2. A minimum of 3 weeks training with a dedicated Team Leader to support you day to day
3. Regular opportunities to meet your team-mates and share best practise
4. 25 days annual leave, (incl 3 discretionary days to be taken between Christmas and & New Year, or in line with business needs)
5. Plus all Bank Holidays (if rota’d to work, you’ll receive the time back in lieu)
6. Plus your holidays increase with length of service
7. At the beginning of each holiday year, you have the opportunity to buy or sell additional annual leave
8. A Cash Back Health Care Scheme (where you submit receipts to be reimbursed for things like dental check-ups and visits to the optician) plus a Pension Scheme (matched up to 8%)
9. Plus many other rewards!

What will you offer us?

• You will have previous contact centre experience
• You will be flexible, resilient and 100% customer focused
• You will be confident to problem solve and take ownership of the customer’s enquiry through to resolution
• You will be adaptable, with the ability to switch between taking calls to dealing with digital enquiries (eg webchat and emails)  
• You will be demonstrably passionate about taking a “Right First Time”, approach with each customer, ensuring an excellent customer service experience, each and every time

As this role allows access to confidential tenancy information, we regret we are unable to accept applications from existing tenants/residents or from 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:     14^th December 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 advert and 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.  YHG2

Your Housing Group