Customer Service Advisor

We are actively looking for X4 personable and customer-oriented individuals to become a part of our Blackburn team as Customer Service Advisors. In this role, you will be responsible for providing excellent customer service to our residents, answering inquiries, resolving complaints, and ensuring that all customer interactions are handled professionally and efficiently.

The interview assessment centre is scheduled for Friday 13th December 2024, from 10:00 AM to approximately 1:00 PM. Candidates who are successful in the process can expect to begin work on Monday 27th, January 2025.

We are one of the largest housing associations in the North of England, managing over 38,000 homes across the North of England. We are a non-profit organisation, meaning any money we make is invested back into the company for the benefit of our residents and local communities. As an organisation we are committed to having a Diverse and Inclusive workforce. We would therefore welcome applications from candidates with any of the nine protected characteristics. We are also proud to be a Disability Confident employer.

Key responsibilities of the Customer Service Advisor include:

• Being the first point of contact for customers, you will handle their inquiries through phone, e-mail, and social media. Your main responsibility will be to promptly respond to customer questions and provide them with accurate information about our services and policies.
• Resolving customer complaints and issues in a timely and satisfactory manner
• Logging customer interactions and maintaining accurate records
• Coordinating with other teams and departments to escalate and resolve customer issues
• Providing guidance and support to customers regarding their housing needs and options
• Maintaining a positive and professional attitude when dealing with challenging customer situations

We are looking for someone who has:

• Excellent communication and interpersonal skills
• Strong customer service skills and a genuine desire to help others
• Ability to handle customer complaints and difficult situations with empathy and professionalism
• Personal resilience when dealing with challenging situations
• Good problem-solving skills and the ability to think on their feet
• Attention to detail and the ability to maintain accurate records
• Ability to work effectively both independently and as part of a team

In return, we are offering the successful candidate in the Customer Service Advisor role:

• Starting salary of £23,997
• Annual pay scale increase
• 27 days holiday (rising to 32 over 5 years’ service) + bank holidays
• Fully office Based in our Blackburn (BB1 1JD) office for the first 6 Months
• Experience the best of both worlds with our hybrid working option. Once you've successfully completed your probation and training programme, you'll have the opportunity to enjoy the flexibility of working both from home and in our office.
• You will be working 37 hours per week, Monday – Friday, rotating schedule hours.
• Wide range of technical, professional, and personal development training opportunities
• Attractive pension scheme
• Health and wellbeing benefits including access to GPs
• A range of financial and lifestyle benefits including cycle to work, vehicle leasing and financial advice
• We have a range of staff support networks, including menopause, culturally diverse, LGBTQ+ and disability.
• To view the full range of our award-winning benefits click on the Employee Benefits Link
• Kindly be aware that when you begin this role on Monday, January 27th, 2025, you will need to undergo a mandatory 4-week training period, during which full availability is crucial.

THG reserves the right to close this vacancy early if sufficient numbers of applicants are received. Therefore, please apply without delay!

Please ensure you fully answer the questions on the application form.

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