Customer Service Advisor

Contract:

• We have both Full Time (37 Hours Per Week) and Part Time (18.5 Hours Per Week) Contracts Available
• Permanent and Fixed Term contracts available.

Closing Date: 16 May 2024

Interview Date: 31 May 2024

We have an exciting opportunity for Customer Service Advisors to join the Customer Services Team on either a full or part-time, fixed-term basis, to handle customer queries across many channels as well as providing face to face service on our reception desk.

We are looking for people who love people and have a passion for delivering high-quality customer care and service. So, if you have a background in customer-facing roles and would like to join us, apply to take part in our next recruitment event where we’ll be recruiting over refreshments and real conversations, allowing you the opportunity to bring your true self to life and show us how you shine.

Main job responsibilities:

• Handle a range of customer enquiries across a variety of channels, including, telephone, email, social media and other digital platforms.
• Provide a face to face service to customers who visit our main office reception, supporting them with using whg’s self-service platforms where appropriate.
• Deliver an excellent level of service to all customers, ensuring that enquiries are resolved in a timely and professional manner at first point of contact
• Work collaboratively and pro-actively with other service areas to find solutions to complex customer enquiries to ensure customer needs are met
• Challenge inefficient processes; making recommendations for improvements and attending cross functional workshops to discuss changes.

We're looking for someone who has:

• A good standard of education.
• Experience of working in a customer facing role either over the telephone or face to face.
• Excellent communication skills, both verbal and written, with the ability to communicate with customers and colleagues in a clear and easy-to-understand way.
• Strong problem solving and analytical skills, with the ability to ensure all enquiries are dealt with effectively and confidently to a satisfactory resolution.
• The ability to handle pressure, sensitivity and conflict in a calm and confident manner, an empathetic and positive approach to all issues whilst managing customer expectations.

What’s in it for you?

In return, you will receive a competitive salary, 27 days annual leave plus Christmas shut down (pro rata), a defined benefit pension scheme, health cash plan, a range of shopping and leisure discounts.

We are output focused and flexible and believe in giving colleagues the right balance of autonomy and support to enable them to work to their full potential. Despite the high expectation for performance and delivery, we are committed to ensuring colleagues have a healthy work-life balance and able to work in agile ways which support them.

About us

Our People Strategy presents a clear picture of how we will achieve our Corporate Plan aim, ‘Be an exceptional place to work that attracts, develops and retains talent’. The Strategy focuses on three key themes that help us support our colleagues to make a difference to our customers, the communities we serve and to themselves.

It is important to us that we have a diverse workforce, representative of the communities we serve. Equality, diversity and inclusion (EDI) to us means colleagues living our values, dedicated to doing the right thing and exercising good judgement. This will encourage a culture where all can thrive, acknowledging that everyone is different; what matters to us is that everyone can come to work and feel comfortable to be themselves.

We are proud to be accredited as a Disability Confident Employer and ensure that disabled people and those with long term health conditions have the opportunity to fulfil their potential and realise their aspirations while working with us. We want to make it clear that we welcome disabled applicants for all our roles. If in doubt look out for the Disability Confident logo.

We will ensure that our recruitment process is inclusive and accessible, and we will interview applicants with a disability if they meet the essential criteria for a role. We will also support existing colleagues with a disability or long-term health condition enabling them to stay in work, making reasonable adjustments if necessary.

We are one of the Midlands’ leading and most successful providers of good quality
homes.

Our values help us to maintain a culture that helps us achieve our commitment of
supporting customers to lead happy and fulfilled lives. We want all of our people to
uphold our ambition; demonstrating the belief, enthusiasm and energy to deliver on
it. We want our colleagues to feel empowered to take the lead and to think creatively
and be passionate about their work.

Our People Strategy presents a clear picture of how we will achieve our Corporate Plan aim, ‘Be an exceptional place to work that attracts, develops and retains talent’. Through the People Strategy we take every opportunity to embed our values to ensure that our colleagues give the best possible service to our customers, communities and each other.