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Form of work
SalaryAs a Home Assistance Coordinator, you will be helping our customers in their hour of need across the UK.
You will be delivering outstanding experiences by providing practical solutions and advice at a time when your help is needed most.
You will use your organisational skills in a kind and empathetic way, ensuring our customers are cared for at every step of the way. From a burst pipe, broken boiler or leaky roof you will be handling both in and outbound calls, ensuring you have all the relevant information to enable you to appoint the necessary contractor to carry out repairs. You will utilise your excellent communications skills to keep customers informed at all times. Sometimes you may have to deliver bad news (not every eventuality is covered!), therefore you will be comfortable with difficult conversations.
Hours: This position is based on a 35-hour week and will include working weekends and bank holidays, covering shifts between 7am to 6pm Monday - Sunday. We understand the importance of work-life balance with our employees working a hybrid solution of 60/40 office/home working.
You will:
- Handle all in and outbound calls in a helpful, polite and professional way
- Provide proactive solutions to our customers
- Monitor all aspects of the task to ensure all services are provided at the agreed time and customers are kept fully appraised of the progress
- To ensure all product and technical knowledge is applied at every opportunity
- Handle all regulated complaints within the FCA complaint guidelines
About you:
- You will have a good level of general education, including Maths & English GCSE or equivalent
- A genuine desire to provide a high level of Customer Service
- Have the ability to effectively manage multiple cases
- Able to show empathy and remain calm in a pressurized environment
- Flexible and able to work a variety of shifts
