Relief Customer Advisor (Shift Team)
Coast & Country are a leading housing and regeneration company, based in the Tees Valley. We provide over 10,000 homes across a variety of different tenures, from rental stock to shared ownership and outright market sale units. Coast & Country’s vision is ‘working together to make a difference’: with our customers, employees, volunteers and other stakeholders.
As part of the Independent Living Services section, you will assist in the provision of an efficient, effective call handling service both in and out of hours, ensuring that the highest standards of customer care are achieved. This includes the handling and escalation of calls from our vulnerable customers linked to our Home Call service, as well as dealing with telephone enquiries from our own customers and a range of other providers who we deliver out of hours services for.
The role is working as and when required to cover sickness and holiday cover to provide 24 hour emergency services to our customers. The working pattern operates on a shift rotation, comprising of 12 hour days or night shifts with requirements to work 9am – 5pm shifts on Saturdays and Sundays where required. Working shifts will be pre-planned and agreed in advance though there will be times you are asked to work short notice.
Key responsibilities will include, but are not limited to; handling Home Call emergency community alarm activations and identifying an appropriate course of action for the customer, handling reports of emergency repairs, involving diagnosing & scheduling appointments for out of hours repairs, re-directing calls to other sections within the Company, responding to customer enquires received through varying communication methods (email, text service etc.) and handling emergency calls for external partners and actioning as per Service Agreements.
The ideal candidate will have customer service experience and the ability to organise and prioritise an ever changing workload to meet targets, as well as being competent in the use of IT software e.g Excel and Word.
In return Coast & Country offer excellent terms and conditions including a 10% employer contribution pension scheme, generous annual leave entitlement, death in service insurance cover, local discounts and the chance to develop within a dynamic, friendly environment.
Please note Independent Living Services, which the Contact Centre is part of, will be subject to a service review within the next 12 months.
Selection processes will take place week commencing 27th February 2017.
Internal candidates must discuss a secondment with their current line manager prior to application.
For an informal discussion, or more information about this position please contact Nicola Dean, Contact Centre Manager on 01642 771300 (Ext 1460).