Customer Services Advisor

Job Title: Customer Services Advisor

Location: Bolton

Salary: £27,040 - £29,280 per year - Grade 3

Job Type: Full Time, Permanent

We are hiring for multiple roles!

3x 36 Hours fixed term (Until 31/03/2025)

1 x 18 Hours (Part-Time, Fixed Term until 31/12/2024)

2 x 18 Hours (Part Time, Permanent)

Who Are We?

We are a charitable community benefit society that works to make people's lives better by providing quality housing, giving people opportunities to prosper, and helping customers to maximise their income. To achieve this, we work in partnership with a variety of local charities, social enterprises, and other agencies.

We own, manage, and maintain more than 18,000 homes across the borough. We invest to improve the quality of our properties for tenants and are building new homes to give as many people as we can the opportunity to live in a quality, affordable home.

Our work goes far beyond bricks and mortar. We tackle poverty with debt and money advice. We provide food and clothes initiatives and help people keep warm for less. We support tenants and residents into training and employment, and deal with antisocial behaviour.

Also, we provide direct financial support to voluntary, community and social enterprise partners within Bolton. We provide housing and personal support to people who are vulnerable, at risk of homelessness, and survivors of domestic abuse and violence. We run community projects to develop people's skills, health, and confidence. And our staff make a difference in the neighbourhoods we serve by volunteering and donating to charitable causes.

What is the purpose of the role?

Working in a busy customer focused contact centre, the role of the Customer Service Advisor is to respond to all initial customer enquires via a range of contact channels and deliver excellent customer service.

Why is the role important?

The Contact Centre environment is responsible for responding to customer queries at the first stage with the aim to resolve these where possible. It is a key service for the organisation with the aim of responding to queries and resolving issues as soon as possible.

What's Involved?

• Resolve customer queries to excellent standards
• Handle complaints including handling first stage escalations, income enquiries and complex
• repairs enquiries
• Achieve individual / team performance indicators
• Actively contribute to the development of the service including supporting service improvement action plans, benchmarking and process reviews
• Support customer service projects such as coordinating surveys and outbound consultation
• Work to develop business rules for both existing and emerging services being delivered by the contact centre team
• Assist the Team Leaders to prepare rotas
• Act as a service champion ensuring the provision of excellent quality Customer Services and building relationships across the organisation
• Work in partnership with other service areas and agencies to achieve high levels of customer satisfaction
• Provide general administrative functions and other duties as required

What are we looking for?

• Confident IT skills to utilise technology to use a range of contact centre technology
• An ability to respond effectively and efficiently, able to actively listen and empathise with customers
• Communicate effectively with customers in a clear and simple manner
• Good organisational skills with the ability to prioritise tasks
• Demonstrate a positive attitude and work flexibly within a team environment

What you will need:

This is an exciting opportunity if you are motivated and passionate about delivering excellent customer service. Experience of working in a customer service environment would be desirable.

Why choose Bolton at Home:

If you would like an opportunity to join our team and be encouraged to think and work differently, we would like to hear from you.

What we can offer:

• Flexible working scheme
• Staff volunteering
• Holidays - Annual full-time holiday entitlement 28 days and rising to 33 days plus bank holidays after 5 years' service
• Health and well being

We are proud of being a leader in housing and providing outstanding services to our customers. Our staff are the reason we are able to achieve this.

We want people to join us who will help us grow, diversify, stretch our goals and achieve our vision of providing quality housing and services.

Please click on the APPLY button to be re-directed to our Careers page to complete your application.

Candidates with the relevant experience or job titles of; Enquiries Assistant, Technical Support Assistant, Enquiries Advisor, Enquiries Executive, Team Enquiries Advisor, Client Team Enquiries Assistant, Customer Services Executive, Customer Service Representative, Customer Support, Client Service, Customer Service Executive, Customer Services, Customer Assistant, Customer Service Consultant, Customer Service Administrator, may also be considered for this role.