Customer Service Advisor
*Hourly Rate: £14.34
*Location: Pitsea, Essex
*Job Type: Temporary (with potential to become permanent)
We are seeking a Customer Service Advisor to join our team at a housing association in Pitsea, Essex. This role is an excellent opportunity for individuals with call centre experience, ideally within the housing sector, to act as the first point of contact for residents. The successful candidate will handle enquiries across multiple channels and deliver a high level of service, ensuring that resident issues are resolved effectively and promptly.
Day-to-day of the role:
*Handle resident enquiries through various channels including calls, emails, live chat, and social media, ensuring a seamless experience.
*Provide accurate and timely information on services, focusing on resolving issues at first contact.
*Escalate complex or sensitive queries to specialised teams as appropriate, such as Complaint Investigators or Resident Wellbeing.
*Maintain up-to-date knowledge of services, policies, and procedures to ensure accurate advice is given to residents.
*Collaborate with colleagues across the Contact Centre and Complaints teams to share insights and feedback for service improvement.
*Use CRM and other tools to document all resident interactions and ensure accurate records are kept.
Required Skills & Qualifications:
*Proven experience in a similar role within a contact centre or customer service environment.
*Preferred experience in social housing or similar public sector service environment.
*Excellent communication skills, both verbal and written, across telephone and digital platforms.
*Organisational and time management skills, with the ability to deliver against SLAs.
*Proficient in CRM systems, contact centre software (e.g., Genesys), and digital communication tools.
*Excellent knowledge of the Housing Ombudsman Complaint Handling Code.
*Customer-focused, adaptable, flexible, and resilient, especially when managing escalated or complex resident issues.
Benefits:
*Competitive hourly rate.
*Opportunity for temporary position to become permanent.
*Hybrid working options available after initial training period, allowing for a minimum of 2 days a week in the office.
To apply for this Customer Service Advisor position, please submit your CV. Candidates will initially be required to work full-time from our Pitsea office. Once their Team Leader feels they are competent, they can transition to hybrid work.