Customer Service Advisor
The Guinness Partnership is one of the leading providers of affordable housing and care services in England. We build and manage homes and provide housing services for around 140,000 customers nationwide.
Our customers are so important to us – and we want them to feel that way, so delivering great service is our top priority. We're committed to doing what we say we'll do, keeping people informed, responding quickly, and resolving any problems.
Our Customer Service Advisors assist our customers, some of whom are in vulnerable situations, with a range of queries like repairs, complaints and rent accounts via various contact channels such as telephone, web chat and emails. Our aim is to resolve all our contact at first point, whilst providing an amazing customer journey.
What we’re looking for
We are looking for full-time Customer Service Advisors to join our team based in Oldham, offering Hybrid working opportunities. The Customer Service team work on a rotational shift pattern covering our core operational hours of 8:00am-8:00pm.
Our Customer Service Advisors come from a variety of different employment backgrounds, so we know that previous experience of working in housing or in a contact centre isn’t essential. We know that to succeed in this role you will be resilient, enthusiastic, and most importantly, care about customer service.
You will be a talented communicator with the ability to handle sometimes challenging conversations with some of our vulnerable customers, whilst delivering a great service. You will also be a proactive and positive person with a real ‘can do’ attitude who loves to contribute ideas to further improve customer service processes.
Essential experience:
Proven experience of providing excellent customer service. The ability to work methodically, follow agreed procedures and accurately record data and information.Excellent oral and written communications.
Proven ability to provide accurate and clear responses to routine customer enquiries - in writing, face to face or by telephone.
The ability to accurately enter data within a customer call scenario, whilst talking to customers to understand requirements.
Location
Our Customer Service Centre is based in Oldham, and successful applicants will be able to work effectively work in both an office and a home-based environment.
Due to the training for this role, the expected start date will be Monday 18th November 2024.
As part of our application process, you will be required to complete a short video where you will be asked to answer 4 questions. You must complete the video using a mobile device by midday on Friday 4th October 2024.
Our second stage interviews will be face to face in our Oldham office from Thursday 10th October 2024.
The Guinness Partnership is an equal opportunities employer. We are committed to equality of opportunity for all colleagues, and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.