Relief Customer Advisor
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.
We offer excellent terms and conditions including a 10% employer contributory pension scheme, generous annual leave entitlement and flexible working, death in service insurance cover, local discounts and the chance to work and develop within a dynamic, friendly environment.
An exciting opportunity has arisen in our Customer Contact Centre, which is the first point of contact for customer enquiries into the company. We are looking for a Relief Customer Advisor to join our team of Advisors who are committed to delivering excellent customer experiences. The successful candidate will work on an “as and when required” basis and will provide cover for unforeseen absence, holiday periods and emergencies within the team to ensure services are delivered effectively. The successful candidate will be flexible and have outstanding communication skills, with the ability to work under pressure in a calm and professional manner.
As a Relief Customer Advisor there will be a requirement to work a range of patterns during the Contact Centre opening times of 8am – 6pm including a combination of 8am – 4pm, 8.30am – 4.30pm, 9am – 5pm and 10am – 6pm.
The duties of a Relief Customer Advisor include, but are not limited to the following key areas of work:
•Handling all customer calls into the Company, in line with the Call Handling;
•Standards Framework, responding to enquiries and where necessary, re-
directing calls to other sections within the Company;
•Diagnosing and appointing customer repairs;
•Taking receipt of rent payments and encouraging customers to make such
•Respond to and action customer enquires received through digital platforms
such as email, text message and the self-service portal;
•Organising and managing own workload to meet agreed targets;
•Promoting to customers, alternate digital methods of contact with the company;
•Undertaking customer satisfaction surveys.
A minimum of two 7.5 hour shifts or a total of 15 hours’ work will be guaranteed each quarter. In addition to this, when the Company offers Relief staff work, they are expected to be available for at least 75% of the hours of work offered by the Company. This is in order to work a sufficient number of hours to maintain a level of competence acceptable to the Company.
For an informal discussion, or more information about these positions, please contact Nicola Dean, Contact Centre Manager on 01642 771300 (Ext 1460) or Ashley Durance on 01642 771443.
Internal candidates must discuss a secondment with their current line manager prior to application.
We are not working with recruitment agencies on this vacancy. Please apply via the North East jobs website or contact the HR Team on 01642 837275.