Customer Insight - Call Interviewers

Job Title: Customer Insight - Call Interviewers

Job Type: Full-Time Permanent

Salary: £22,753 - £23,950

About Us:

Metropolitan Thames Valley Housing is one of the UK`s leading providers of affordable housing and care and support services. We employ over 1900 people to manage and develop our large portfolio of nearly 56,000 homes serving over 75,000 customers across London, the East Midlands, Southern and the East of England.

This role:

We are recruiting for full-time permanent Customer InsightCall Interviewers to sit within the Corporate Services Directorate in the Strategy, Projects and Performance Team.

As a Customer Insight Call Interviewer, you will be the first point of contact for making calls and collecting customer feedback in real-time situations. You make a real difference to our customers by following survey scripts, listening to customer feedback and recording this in our systems. You will use your communication skills and commitment to providing excellent customer service, making each customer feel listened to, allowing them to provide feedback, and giving them confidence that we will use this to improve services.

What you'll need to succeed:

• Able to cultivate trust with customers and create an open and honest environment where they can share their experiences and feedback
• You will be able to provide excellent customer support and handle challenging situations effectively
• Be self-motivated and eager to learn new skills
• Strong interpersonal skills to establish credibility and build relationships with colleagues and customers quickly
• An excellent communicator with the ability to keep the complicated simple, you will be able to understand and read your audience, adjusting your delivery style accordingly
• You will be able to prioritise tasks while remaining supportive of changing demands effectively
• It will be desirable to have GCSE English/Maths or equivalent
• Given the nature of the role, you will need to be able to speak and write English in a clear and correct manner
• Having a good level of computer literacy is essential, which includes proficiency in using office applications and web-based browsers
• Having exceptional record-keeping skills and strong attention to detail is crucial for the fast-paced work you will be doing
• Be sure to identify cases that require additional support and ongoing management and escalate them appropriately

Please note :- we do not currently offer visa sponsorship.

What’s in it for you?

Our benefits include:-

• 28 days annual leave plus 8 bank holidays (pro rata for part time) per year
• 2 volunteering days per year for things like helping out in local communities
• An additional ‘Beliefs day’ once a year to have an extra a day off
• Enhanced pension with matched contributions of up to 9%
• Life assurance cover 3 x your salary
• Health cash plan scheme for your everyday healthcare needs which you can add your family members too
• Tenancy deposit – interest free loan to help with rental deposits
• Access to extensive learning and training opportunities with Wisebox platform
• Colleague virtual social platform with our workplace pages where you can keep up to date with the organisational activity and link in with colleagues
• Career progression across the organisation with our mentoring programme and apprenticeships
• We are committed to the wellbeing of our colleagues and support this as an organisation

About us

Learn more about our benefits and organisation by viewing our attached document

Our promise

Here at Metropolitan Thames Valley Housing (MTVH) we want to capture the value that difference brings and are committed to promoting equality, diversity and inclusion. We work collaboratively ‘Serving people better every day’ to educate, support and develop all of our diverse employees and the communities that we serve.

We want every employee and every customer to feel comfortable enough to be their true self and are working tirelessly in the background to create an environment that encourages our employees to challenge non-inclusive behaviours and to be mindful of their own and other’s wellbeing.

Our core values of Dare, Care and Collaborate demonstrate that we are a people focused business, solving social issues by working together!

We reserve the right to close this vacancy early if a suitable candidate is found so we do encourage you to complete the application as soon as possible to avoid disappointment.