We are currently looking for a Customer Service Advisor to join our team in Salford. In this exciting new role you will play a key part in providing exceptional service to our customers across multiple channels, including phone, face-to-face, email, and social media. You will handle a wide range of customer inquiries, ensuring that each interaction is professional, efficient, and meets the highest standards of customer satisfaction.
Pendleton Together are a part of the Together Housing Group. We're a social landlord in Salford working to give everyone a safe, and comfortable place to live. We are a non-profit organisation, meaning any money we make is invested back into the company for the benefit of our residents and local communities. As an organisation we are committed to having a Diverse and Inclusive workforce. We would therefore welcome applications from candidates with any of the nine protected characteristics. We are also proud to be a Disability Confident employer. Further information can be found at this link - https://togetherhousing-group.my.canva.site/
Outline of key responsibilities for the Customer Service Advisor…
- Provide in depth support to resolve and complete enquiries and transactions received by the Customer Service Centre via a range of methods
- Communicate effectively to meet customers’ needs, listening and building rapport to ensure the best outcome is achieved and high levels of customer satisfaction are maintained.
- Assist and advise potential and existing customers using a computerised customer relationship management system (CRM) and a wide range of other systems on a full range of issues including but not limited to, general queries, rent account queries, waiting list enquiries, repairs and maintenance requests, anti-social behaviour, estate services and complaints.
- Foster a collaborative team environment by sharing knowledge, best practices, and experiences, while supporting one another to achieve the best possible outcomes for customers, built on a foundation of openness, trust, and cooperation.
- Provide a comprehensive reception service to visitors and customers at office locations where appropriate.
We are looking for someone who has...
- Experience in a contact centre is preferred, as the position requires managing a large volume of phone calls.
- Proven ability to work on own initiative and as part of a team supporting colleagues, taking initiative and demonstrating self-motivation to achieve results.
- Demonstrate a commitment to delivering excellent customer service to a diverse range of customers through a logical approach to dealing with problems or challenging/demanding situations.
- Ability to handle enquiries across a wide range of functions with minimal referral, including the handling of complaints
- Ability to demonstrate an awareness of the needs of customers (from a diversity perspective) and to be able to respond appropriately
In return, we are offering the successful candidate in the Customer Service Advisor role…
- Starting salary of £25,748
- 27 days holiday (rising to 32 over 5 years’ service) + bank holidays
- This role requires full-time office attendance for the first month, then shifts to a hybrid schedule with two work-from-home days per week.
- You will be working 37 hours per week Monday-Friday.
- A flexible working environment, with a range of family friendly policies
- Working arrangements are flexible in line with our Smart Working culture so that we deliver an excellent and accessible service for customers.
- Attractive pension scheme
- Health and wellbeing benefits including access to GPs
- We have a range of staff support networks, including menopause, culturally diverse, LGBTQ+ and disability.
- To view the full range of our award winning benefits click on the Employee Benefits Link
THG reserves the right to close this vacancy early if sufficient numbers of applicants are received. Therefore, please apply without delay!
Please ensure you fully answer the questions on the application form.
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