An exciting opportunity has arisen to join the Customer Service Team at Town & Country Housing 

12 month Fixed Term Contract 

About the role:

As a Customer Service Advisor, you will be the first point of contact for our customers and will ensure customer satisfaction in line with our service strategy.  ​

This role would suit a highly motivated and conscientious individual who is customer focussed, with excellent attention to detail. You need to have good people skills along with the ability to be flexible and adaptable. A positive team-player, you will bring excellent communication skills coupled with the ability to support colleagues and our residents with a range of different enquiries.  

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 ​- 3 days in the office, 2 days working from home

•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:  

Ensure customer contact is achieved within set timescales, including taking telephone calls and responding to e-mails/webchats

Respond to online customers and provide standard written responses in conjunction with the Senior Advisor or the Customer Services Manager

Taking customer repair calls, diagnosing issues & booking repairs appointments

Participate in training, following identification of needs through a training needs analysis

Take an active role in the implementation of new customer service initiatives

Participate in projects and workgroups at the request of the Customer Services Manager

Assist the Customer Services Manager in the implementation of policies and processes aligned with customer care, with a view to improving performance from customer feedback

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

Ensure full compliance with the equality and diversity regulations

Participate in customer engagement and feedback with a view to continuous      improvement

Liaise with other departments/staff/outside agencies as appropriate

Comply with operational Key Performance Indicators in line with departmental targets

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 the individuals within the Group.​

To actively contribute towards the Group’s key performance indicators and professional standards.​

Work in accordance with the General Data Protection Regulations (GDPR) and Data Protection Law and be responsible for the integrity of personal information you process. This may include identifying anomalies in data and investigating and correcting them where appropriate. Ensure you attend training on data protection regularly.​

To be responsible for your own health and safety and that of your colleagues, in accordance with 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.​

Knowledge and experience: 

Office administration experience

Customer service experience essential

Microsoft Office experience

Knowledge of housing issues, including equal opportunities and housing associations

Education and Qualifications: 

GCSE or equivilent education 

Behaviours: 

Calm, confident and approachable manner

Excellent communication skills, face to face and via telephone

Ability to think and act quickly in a pressurised environment

Proven ability to negotiate outcomes and solve problems

Experience of using own initiative to implement and improve work systems

Ability to prepare and interpret numerical data and to explain to others

Proven ability to plan and manage own workload

Ability to work well as part of a team

Desire to provide excellent customer service

Resilience when dealing with difficult situations

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.  

Please note: As an employer, Town & Country Housing does not provide sponsorship as a licensed UK employer.

Closing Date:  21st April 2024

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