Customer Service Advisor

Job Introduction

Job Title: Customer Service Advisor 

Salary: £19,200 pa

Job Location: Birchwood, Warrington

Contract Duration: Permanent

Hours (weekly):  35 per week – on a rota basis;

Mon-Friday 07:00-20:00, Saturday 09:00-17:00 (approx. 1 in 4) and Bank Holidays 10:00-14:00

Do you know your skirting board from a dado rail, mixer tap from a shower head and gutter from a drainpipe…… then we need people like you!

Your Housing Group now has a number of opportunities for Repairs Customer Service Advisors, to be based at our new, modern Repairs and Maintenance Centre in Birchwood, Warrington. These opportunities are available due to growth as we increase the size of our Repairs Centre service function to support our Tenants and offer a best in class repairs service.

This role isn’t about the number of calls you answer, it’s about Right First Time and providing a successful resolution to our tenants for any repairs they require at their homes. It’s about taking ownership of a problem until its resolved and ensuring all information is logged correctly so the service offered runs smoothly. It’s about providing solutions and ensuring any outstanding customer repairs requests are followed up effectively and customers get the help they require. 

As a Repairs Customer Service Advisor, you will be working in a contact centre environment, providing first line Support to our customers around general repairs & maintenance tasks that may be needed at their property. This could be anything from assisting tenants with quick fixes via phone, or videocall when possible to provide a solution, or by using your repairs or maintenance knowledge and experience to ask the right questions and establish if a repair needs to be escalated to a Handyperson, Maintenance engineer or skilled trades worker (i.e. plumber, electrician, locksmith, etc.) and if so, booking this for them accordingly, continuing as their main contact until the problem is resolved.

The Repairs Centre is a great place to gain an understanding and exposure to what we do here. If you’re happy to remain within the centre and provide an outstanding repairs service to our customers, that’s fine by us. Or, once you’ve proven yourself at the Repairs Centre and would like to move to another area of the business YHG can give you these opportunities too!

Experience of Housing Repairs, Property Repairs, or another relevant Repairs Centre environment would be preferred, but we also welcome applications from candidates with a background or experience in some form of relevant General Repairs & Maintenance, ex tradespeople or candidates with strong DIY life skills that also have some great phone based Customer service experience and a passion to deliver a first-class service to help us be a great landlord to our customers!

To be successful as a Repairs Customer Service Advisor, you will need to be flexible, resilient and customer focused with the confidence to problem solve and take ownership. We are looking for people that are truly passionate about right first time, and providing each customer with an excellent experience!

As well as a competitive salary, we also offer our Repairs Customer Service Advisors some great benefits including 25 days annual leave (increases with length of service), option to buy further holidays (upto 1 week), a Health Care Plan, Pension Scheme (matched up to 8%), Childcare vouchers, shopping discounts, savers club, subsidised Gym Memberships and half price cinema tickets.

As this role allows access to confidential tenancy information, we are unfortunately unable to accept applications from existing tenants/residents or those who have an association with existing tenants/residents.

Prior to completing your application, please review the attached Role Profile to better understand the role and key responsibilities.                

Closing date:    22 March 2020           

Should we receive a high number of applications, we may close this vacancy earlier than the date indicated above, therefore, you are encouraged to submit your application as soon as possible.

Your Housing Group values diversity and encourages applications from all communities. Your Housing Group operates the scheme for any applicants who declare they have a disability. Those applicants who meet the minimum requirements for the role as set out in the role profile will be guaranteed an interview. YHG1