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Form of work
SalaryAbout Us…
We as an organisation are proud to provide homes for thousands of people within our communities. We are one of the largest housing associations in Wales and provide 10,000 homes and a diverse range of services to our residents, their families, and communities.
We have a vision of ‘prosperous people and places’ and we as an organisation understand the importance of looking after our employees. Our workforce are dedicated to reach this vision through ensuring Trivallis is a great place to work and live.
Are you looking for a career where you can make a real difference to the quality of people’s lives and our services? Come and join Trivallis on this exciting journey.
About the role…
6 month fixed term contract with the potential to be extended.
We are seeking a seasoned Contact Centre Advisor with a strong focus on customer satisfaction. In this role, you will elevate customer service standards by demonstrating empathy, understanding, and a commitment to delivering exceptional experiences. Your dedication will exceed expectations, ensuring customers feel valued and supported.
About you…
The successful candidate will have:
- Prior experience in a contact centre or complex customer service role, preferably within the housing sector.
- Proven track record of meeting key performance indicators and objectives.
- Strong verbal and written communication skills with a focus on clarity and conciseness.
- Ability to problem-solve, exercise initiative, and make sound decisions.
- Exceptional attention to detail and proficiency in record-keeping and administration.
- Capability to work under pressure, demonstrate resilience, and handle conflict with professionalism and empathy.
- Commitment to teamwork and open communication.
- Proficiency in Microsoft 365 and Dynamics.
- Willingness to undergo additional training to enhance job knowledge and skills.
- Understanding of the importance of addressing and resolving complaints.
What you’ll do…
- Thoroughly document anti-social behaviour reports with meticulous attention to detail.
- Handle complaints effectively by accurately recording details and directing them to the appropriate resolution team.
- Meet and exceed key targets and performance expectations across all aspects of customer service, including call response rates and advice quality.
- Uphold and enhance quality standards by adhering to established protocols and documentation.
- Assist with managing email, social media, and web inquiries, ensuring timely responses and resolutions.
- Evaluate initial repair reports through strategic questioning, prioritize work orders according to guidelines, and schedule convenient appointments for customers.
- Utilize internal systems to accurately record all customer interactions and transactions.
- Provide reception support by addressing customer inquiries and offering guidance as needed.
- Ensure availability targets are met and staff schedules are optimized for maximum productivity.
- Adhere to performance standards, service delivery plans, and contact centre procedures outlined by Trivallis.
Benefits...
We are committed to ensuring Trivallis is a great place to work. We are constantly reviewing the benefits that we offer to our workforce. As well as aiming to achieve a positive culture we offer a competitive pay and benefits package, some of which are listed below:
- A generous 30-day annual leave entitlement.
- Local Government Defined Pension scheme.
- Healthshield cash back plan for you and your family.
- Flexible working.
- Learning and development programme where we invest in your personal development.
- Opportunity to be involved in facilitating the diversity and inclusivity across Trivallis.
How to apply...
If you’re interested in applying for this role, then check out the Role Profile and see if you’ve got the skills, experience, and knowledge we’re looking for. Further information is available at:
Candidate Recruitment Pack
Homepage - Trivallis
The closing date for receipt of applications is Thursday 25th April at Midnight.
We welcome applicants seeking part-time employment, even though the position is advertised as full-time.
If you would like to find out more about this role, please contact Karen Boyland, Customer Experience Manager at Karen.Boyland@trivallis.co.uk.
Direct applications from individual candidates are preferred for this job opportunity. We kindly ask recruitment agencies to refrain from contacting us via email or phone. Unsolicited approaches will not be considered or responded to.
Thank you for your cooperation and understanding.
