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About Shepherds Bush Housing Group
We’re a forward-thinking housing group in the heart of west London. Since we started in 1968 our ethos has remained the same: to provide affordable homes and services that build communities.
Here at Shepherds Bush Housing Group, we are passionate about what we do and apply our innovative outlook to find new ways to invest in people, communities and residents.
We offer careers that are both exciting and rewarding. We’re looking for people who bring a variety of different skills and experiences to help us continue to make a difference to the local communities we work within.
This is a unique opportunity to work for an award winning organisation and genuinely contribute to the achievement of our corporate aims and objectives.
About the role
We welcome applications for both full and part time hours.
We are looking for 3 Customer Relationship Advisors so, if you have experience of working in a busy customer service environment and are familiar with talking to customers and being able to access and input customer information using systems, then we would like to hear from you.
You will manage your own caseload, working closely with our Customer Relationship Management (CRM) team to serve our customers and deliver SBHA’s services. The post holder will liaise with internal and external stakeholders to successfully deliver resolutions for our customers for all matters relating to their home (repairs, tenancies and their neighbourhood).
You will be required to work for 37½ hours a week on a rota basis between 8am and 5pm, Monday to Friday. During these times you will help us to achieve an excellent end-to-end experience for all Shepherds Bush Housing Group’s customers. Using your outstanding customer service and commitment to customer satisfaction you will support the delivery of the company’s ambitious service improvement plan which includes a 70% first-contact resolution rate and an increase of online transactions to 25%.
Key Responsibilities
- Working alongside a team of Customer Relationship Advisors to resolve customer enquiries at the first point of contact across all channels.
- Responsible for liaison with colleagues across SBHA to resolve customer enquiries at the first point of contact.
- Responsible for the correct diagnosis, appointment and scheduling of repair works for SBHA customers, ensuring successful completion of the customer journey.
- Responsible for resolving customer enquiries relating to the customer lifecycle (Lettings, Tenancy, Lease, Rents and low level Anti-Social Behaviour).
- Responsible for proactive outbound communication campaigns.
- Manage caseload of customer queries including transfer requests, pest control and lettings applications - always putting the customer front and centre and keeping them updated of progress.
Please see the job description for a full breakdown of duties and requirements.
About you
You will need to be good at communicating with customers primarily over the telephone and able to deal with their enquiries efficiently and make an accurate record so that the service can be delivered. Good keyboard skills are essential. You won’t shy away from a challenge and will always endeavour to deliver a positive resolution for residents and colleagues. If you’re energetic, empathetic, quality focussed, responsible and are passionate about helping others then this is the role for you.
Customer service and/or contact centre experience is essential. Housing/Public sector experience is desirable but not essential. Most importantly, you will have a great attitude and can demonstrate that you care about our residents and their well-being.
What we can offer you
Please follow the link to see our great benefits and the perks of working at SBHG: https://www.sbhg.co.uk/life-at-sbhg
Equality, Diversity and Inclusion
We are committed to equality and valuing diversity within our workforce and with the volunteers who give their time to us. Please follow the link to read more about this: https://www.sbhg.co.uk/equality-and-diversity
We reserve the right to close this vacancy early if enough applications are received.
Our mission
We're much more than a landlord. We build communities by providing homes that people can afford and invest in people and places.
We have more than 5000 homes throughout west London and are building more. We've been doing this since 1968 and are a trusted part of the community.
Our mission is social heart, business head, local impact.
Social heart: Our way of working builds and strengthens communities.
Business head: Our way of working means we make a lasting return on investment.
Local impact: Our way of working responds to what's needed locally.
