AddressOverview
Senior Customer Service Advisor
Location : Tunbridge Wells, Kent, United Kingdom
Salary : £28,814/annum pro rata
Town and Country Housing have an exciting opportunity for an experienced professional that prides themselves on delivering excellent customer service to join the Customer Service Team for a 12 month Fixed Term to cover maternity.
The Role:
To support the development of the Customer Service Advisors including coaching and on-the-job assistance of the team. You will ensure that key performance indicators, operational processes and recognised customer service excellence are being adhered to whilst providing specific support to team members. The Senior Customer Service Advisor should be a ‘recognised expert’ for the delivery of a customer-centric service to our customers.
Why choose us?
By choosing Town and Country you will enjoy a variety of employee benefits including:
Contributory pension scheme 4% to 10% matched contributions
Hybrid working
Free onsite car parking
Life assurance of 4x annual salary (Terms and Conditions apply)
30 days annual leave in addition to bank holidays
Employee assistance programme (24/7 telephone advice, information portal & face to face counselling sessions)
Corporate eye care scheme providing free eye tests and free VDU glasses or contribution towards VDU glasses
Extensive annual Staff Wellbeing programme
Enhanced maternity, paternity, and shared parental leave provision
Flexible annual benefits allowance of 1% of salary (for dental, healthcare, shopping vouchers, technology etc)
Annual flu vaccinations
Access to an extensive range of corporate discounts on shopping, travel & days out
Regular staff social events lunchtime walking club, rounders, festive Fridays etc
Travel loan.
2 x volunteer days a year
Key Activities:
- Be the first point of contact and escalation for queries or complaints for the team.
- Conduct monthly 121s, return-to-work interviews, and weekly or monthly call evaluations, including ad-hoc coaching and catch-ups with the customer service advisors.
- Take responsibility for the day-to-day running of the shift, including managing and communicating the lunchtime and weekly rotas.
- Take responsibility for and be the first point of contact for the Repairs Service Advisors, providing leadership and cover for the Senior Repairs Advisor in their absence.
- Ensure that the team adheres to all processes and policies, regularly reviewing and evaluating them, and proposing changes where necessary.
- Maintain a comprehensive induction programme for all new starters and support the Customer Service Manager to ensure detailed continuous training programmes for all staff.
- Ensure Customer Service Advisors progress through both the skills competency and call quality matrices to drive continuous improvement by providing coaching and guidance where necessary.
- Identify and escalate priority issues through correct channels to line managers if required.
- Follow up on customer interactions where necessary, paying close attention to our service level agreements and targets.
- Ensure that all actions for service re-design are implemented.
- Take a proactive role in assisting the Customer Service Manager to make the most effective use of resources when planning shift cover for absence and annual leave.
- Take an active role in the implementation of new customer service initiatives and participate in projects and workgroups at the request of the Customer Service Manager.
- Assist the Customer Service Manager in the implementation of policies and processes aligned with Customer Experience, to improve performance and the achievement of our KPIs.
- Ensure processes are written for the Customer Service Operation and regularly maintained.
- Ensure full business continuity is achieved by providing cover for the operation where necessary.
General:
- To adhere to the Group’s equal opportunities policy and to actively promote equality of opportunity wherever possible.
- Recognise, respect and promote the different roles and diversity of te individuals within the Group.
- To actively contribute towards the Group’s key Performance Indicators and professional standards.
- To work by the Data Protection Act and to ensure that all new systems are reported to the Data Protection Controller. Ensure computerised records are maintained by data protection requirements.
- To be responsible for your health and safety and that of your colleagues, by the Health and Safety at Work Act (1974) and relevant EC directives.
- To participate in training and attend other meetings and staff events as required.
- To undertake other such duties as may be reasonably expected from time to time.
- Be an effective member of your team, presenting a positive impression of your section and the Group.
- This job description is a guide to the nature of the work required. It is not comprehensive and does not form part of the contract of employment
Behaviours:
- Ensure that excellent customer service is at the forefront of every aspect of the role you undertake.
- Work closely with colleagues in other sections and departments to maintain effective and efficient relationships with internal customers.
- Liaise with other departments, staff and outside agencies as appropriate.
Education & Qualifications:
- GCSE or equivalent education.
Equal Opportunities statement
TCH is an equal opportunities employer committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, gender, gender reassignment, sexual orientation, pregnancy and maternity or paternity, race or ethnicity, religion or belief, marriage and civil partnership, or caring responsibilities.
We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join TCH.
We are recognised as a ‘Disability Confident Committed Employer’. As part of this commitment, individuals who disclose at application stage that they have a disability, will be invited to interview provided they demonstrate that they meet the minimum criteria for the vacancy. Candidates will be asked if they require any support or reasonable adjustments to enable them to fully participate in the recruitment process.
Please complete our online application form by clicking the Apply button below. We reserve the right to bring the closing date forward, so we strongly encourage early applications.
Closing Date: 18th February 2024
