Customer Resolution Centre Advisor - part time 12month Contract

We're a local housing association that's passionate about tackling the housing shortage in the East of England. We provide warm, safe and affordable homes. But we don't stop there. We offer a wide range of support and services to help our customers and their communities to thrive. We want to be an organisation that cares about our customers and communities and is determined to make a difference. We'll be bold and open-minded in our pursuit of solutions to help people transform their lives.

What you'll be doing

We are looking for Customer Resolution Centre Advisor on 4 days a week part time basis for a 12 month contract, to provide an outstanding customer experience through first contact resolution, via multi media channels including inbound and outbound calls, social media and email. (please see working hours details for role further down)

• Provide outstanding customer service across all channels (telephone, social media, web chat, face to face and email) to provide first time completion of customer queries.
• Follow CHP workflow and ensure feedback to improve the effectiveness of all workflows to reflect the evolving requirements of the customers supporting business partners to define the workflows appropriately.
• Demonstrate empathy in all dealings with customers to understand intent and requirements to provide appropriate customer focused resolution coaching and advising customers appropriately.
• Resolve customer queries at first point of contact through complete understanding of tools, systems, workflow and guidance from specialist teams to ensure first time completion of customer queries. For more complex cases escalate in accordance to CHP procedures to specialist teams.
• Deliver outbound customer activity as defined by the Customer Resolution Centre Business Partner to ensure effective asset administration, compliance, planned maintenance, and stock condition assessments creating an easy and integrated experience for customers across all properties managed by CHP.

Requirements

What we're looking for

• GCSE, NVQ or equivalent, or equivalent demonstrable prior learning
• Excellent communication skills
• High level of computer literacy covering office systems as well as CRM databases and systems
• Experience of working in a customer focused organisation
• Experience of customer care techniques

Please note this role is a Part-time contract lasting for 12 months. The role is expected to be 4 days a week (30 hours), Tuesday to Friday from 8am-5pm. This role will usually follow a rota with 2 weeks at 8am-4pm then the following 2 weeks at 9am-5pm on a cycle. This is a business need and non-negotiable due to the coverage needed.

Committed to equality of opportunity, we welcome applications from all sections of the community. Applications for job share and part-time working will be considered on a business needs basis.

Wellbeing is a priority for us, and we aim to help our employees achieve a successful work/life balance and have adopted an agile working style. We host a range of learning activities to develop our people, support their career aspirations and professional qualifications. We encourage employee participation on all levels and we're always open to new ideas or ways of working.

Benefits

• The salary for this post will be £27,300 Per Annum pro rata (£22,135 per annum for 4 days)

• Learning and development opportunities
• Healthcare cash plan
• Robust employee reward and recognition programme
• Free and confidential Employee Assistance Programme
• CHParticipate volunteering programme
• Competitive pension scheme
• 25 days annual leave per annum pro rata, plus bank holidays and 3 extra days between Christmas and New Year.
• 30 hours per week - employees may be able to work flexibly by agreement with their line manager, taking account of business need. We operate a hybrid working policy at CHP.
• We value our people and listen to feedback to ensure we are a great place to work and are able to attract and develop the careers of the best talent in the market.