Job Introduction
Are you looking for a dynamic and rewarding career in an exciting customer facing role? Do you enjoy talking to people and solving their problems? If so, you might be the perfect fit for our customer experience centre!
As a Customer Experience Advisor, you’ll be the voice of Yorkshire Housing, providing excellent service and support to our valued customers. You’ll handle inbound and outbound calls, answer questions, resolve issues, and respond to emails. You’ll also have the opportunity to learn new skills, work with a diverse and friendly team, and grow your career with us.
We’re holding a half day assessment (AM) for this role on Saturday 28th September 2024 in Leeds city centre please make sure your diary is free before applying. One of our people team will give you a call to invite you to the day and give you all the information you need, so keep your phone close as we could call as soon as you press apply!
So, what’s in it for you?
At YH, you'll be part of a genuinely caring team and an ambitious organisation with big growth plans and loads of scope for development. Here are the main things we think you’ll love about this role:
- Full and part time hours available
- Salary £24,482.46 for a 35-hour week plus benefits
- Hours available between 08.00 – 18.00 Monday to Friday
- 25 days annual leave (raising annually to 30 days) plus Bank Holidays
- Some top of the range tech and office furniture to carry out your job from home
- A contributory pension scheme where we will match your contributions up to 9%
- A benefits platform that suits everyone
The role
As a Customer Experience Advisor, you’re on the front-line of our services, chatting to our customers over the phone and via email to help them resolve problems and answer any questions, creating a quality and seamless customer journey.
As part of the Customer Experience Contact Centre Team, you'll process rent payments, answer rent enquiries and negotiate affordable and sustainable payment plans with our customers by providing support, advice, and signposting customers to our tenancy and money management advice teams.
As with any role it doesn't come without its challenges, so you'll need to be prepared to tackle some difficult situations. No day is ever the same in this role which will often include difficult cases where your exceptional people skills will come into play to deliver a first call resolution.
You’ll prioritise and book in repairs, helping customers to diagnose faults and where possible fix it on the phone. Also, you’ll discuss neighbourhood queries, record and advise on Anti-social behaviour and offer guidance and advice to help customers maintain their tenancy.
You'll be part of a supportive team but it’s important to mention that a large proportion of this role will be home-based, so you need to be comfortable with this way of working.
What do we need from you? Well, it would be great if you have
- Previous experience working in a busy contact centre
- Excellent communication and negotiation skills and the ability to resolve complex customer queries and challenging situations
- The ability to prioritise calls, manage your workload and meet KPI’s
- The ability to maintain a system record of highly accurate notes
- Housing experience
- Experience of using a Customer Relationship Management (CRM) System
Great communication skills are essential, as a large part of your day will be spent on the telephone talking to people. You'll have an inquisitive mind and take a flexible attitude towards resolving problems to a successful conclusion. You'll be empowered to take ownership and responsibility of customer queries.
But most of all, we want to hear from people who are passionate about customer service, possess a strong work ethic and a flexible approach. We will of course provide you with a full and comprehensive training plan, so if you have the confidence, systems skills and a willingness to learn that’s perfect!
So, now you’re really interested?
At YH, we’re actively building a work environment that’s inclusive as well as diverse, where everyone can contribute their best work and be themselves. We believe difference is what makes us stronger and recognise the importance of our teams reflecting the communities we serve, so we welcome and encourage candidates from all backgrounds for this role.
If you require additional support with your application, please contact our recruitment team - recruitment@yorkshirehousing.co.uk.
The finer print:
If you're applying internally, you must inform your line manager (it’s the right thing to do!). The closing date for applications is 15.09.24 but we may close earlier if we find the right candidates.
We’re constantly on the lookout for this role so please don’t be disheartened if you don’t hear from us right away, we will keep you on file for the future!
We're going to be getting in touch with candidates as applications roll in, initially our recruitment team will be calling you on the number provided on your application form so please make sure this is up to date so we can get in touch with you.
Just an FYI from us, we're looking at a start date of 28.10.24 or 11.11.24 and we've got exciting training plans that should take 6 weeks to complete, to make sure you've got the best start with us as possible it would be super if you could ensure when applying you're available for the first 6 weeks to attend full time hybrid training.
