Customer Service Advisor (12 Month Ftc)

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.

 We are looking for a Customer Service Advisor to join the Pendleton Together team in this new role. As a Customer Service Advisor you will be the main point of contact for customers via the telephone, but also face to face, email and social media. You will effectively deal with a wide range of queries and issues from both our existing and prospective customers demonstrating excellent Customer Service skills at all times.

Requirements

Key responsibilities of the Customer Service Assistant include:

• Assisting customers with their inquiries through phone, email, and in-person
• 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 customer queries, Rent account queries, balance enquiries, basic benefit advice, referrals to income, welfare and debt advice teams. Waiting list enquiries: Repairs and Maintenance requests, schedule appointments, generate repairs work orders, Anti-social behavior, Estate services: Complaints .
• Providing accurate and helpful information about our services and policies
• Processing customer requests and updating customer records
• Assisting with the resolution of customer complaints and issues
• Coordinating with other teams and departments to ensure timely and satisfactory resolution of customer inquiries
• Maintaining a positive and professional attitude when dealing with customers
• 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.

We are looking for someone who has:

• Excellent communication and interpersonal skills
• Strong Customer Service skills and a genuine desire to help others
• Ability to handle customer inquiries and complaints with empathy and professionalism
• Good problem-solving skills and the ability to think on their feet
• Attention to detail and the ability to maintain accurate records
• Ability to work effectively both independently and as part of a team
• Experience of working within a high demand front line customer serving environment in either a face-to-face or telephone environment
• Ability to work on own initiative and as part of a team supporting colleagues, taking initiative and demonstrating self-motivation to achieve results.
• Ability to handle enquiries across a wide range of functions with minimal referral, including the handling of complaints
• To manage confidential/personal information appropriately and sensitively and within GDPR guidelines.

Benefits

In return, we are offering the successful candidate in the Customer Service Advisor role:

• Salary of £23,997
• 12 Month Fixed term contract
• Annual pay scale increase
• 27 days holiday (rising to 32 over 5 years’ service) + bank holidays
• Office based with the possibility of working from home. Required to be present in the office for at least 3 days per week.
• You will be working 37 hours per week, Monday – Friday, rotating schedule hours.
• Wide range of technical, professional, and personal development training opportunities
• Attractive pension scheme
• Health and wellbeing benefits including access to GPs
• A range of financial and lifestyle benefits including cycle to work, vehicle leasing and financial advice
• 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.