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Customer Service Advisor

Job Reference YHG/TP/500/1169

This job has been closed.

Number of Positions:
25
Contract Type:
Permanent
Salary:
19200 - 19600
Working Hours:
35
Location:
Birchwood, Warrington
Closing Date:
29/04/2020
Department:
Customer Service
Region / Division:
Your Housing Group
Business Unit:
Your Response

Job Introduction

Job Title: Customer Service Advisor - Repairs

Salary: £19,200 - £19,600

Job Location: Birchwood, Warrington

Contract Duration: Permanent

Hours: 35 per week – on a rota basis covering contact centre opening hours; 

Mon-Fri - 07:00-20:00, Saturdays 09:00-17:00 (approx. 1 in 4 on a rota basis) Bank Holidays 10:00-14:00 (on a rota basis)

Are you an experienced Customer Service advisor, that prefers to concentrate on Right First Time, rather than the number of calls you answer per hour?

Your Housing Group now has a small number of opportunities for Customer Service Advisors, to be based at our new, modern Repairs 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 Housing 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 it’s resolved and ensuring all information is logged correctly so the service offered runs smoothly.

As a Customer Service Advisor here at Your Housing Group, you will be working in a contact centre environment, providing first line support to 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 gathering information and asking the right questions to 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.

These roles offer a great way to gain an understanding and exposure to other areas of the business and once you have proven yourself and would like to move to another area of the business and support our customers in a different way, Your Housing Group can give you these opportunities. 

To be successful as a Customer Service Advisor in the repairs centre, 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!

Experience of Housing, Property or Repairs & Maintenance would be highly beneficial, but is not essential to apply for the role. i If you have a passion to deliver fantastic Customer service and some good general DIY skills or knowledge, that would enable you to ask some basic maintenance questions to establish the customers problem then this is the role for you.

As well as a competitive salary, we also offer some great benefits including up to 25 days annual leave (increasing with length of service), and opportunity to buy further holidays (up to one week), a Cash Health Care Plan, Pension Scheme (matched up to 8%) and discounts (e.g. Gym membership and cinema tickets) – just to name a few!

As this role allows access to confidential tenancy information, we are 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:    29 April 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

Attached documents: