Contact Centre Advisor x 2

West Midlands Region, England
£19,279 per annum, increasing to £20,294 per annum after 12 months in post
07 Feb 2018
23 Feb 2018
Full Time
Organisation Type
Housing association / RP

Waterloo Housing Group is a major social housing group providing almost 20,000 rented, shared ownership, retirement and leasehold homes across the east and west Midlands and Lincolnshire. We are also building many more affordable homes each year.

Working for Waterloo Housing Group is more than just a job - it's about making a difference to people's lives. We employ around 450 people across the Group, working in a variety of roles. We have achieved both Investors in People and Investors in Diversity accreditation and our aim is to attract and retain the best people, helping them to achieve their full potential.

We have an opportunity available to join our Business Centre Team, within our Contact Centre as a Contact Centre Advisor. This role is to deliver a professional and efficient, first class customer service at all times.

You will be responsible for ensuring all internal and external telephone calls are answered politely, working to agreed service standards. You will also act as the first point of contact for enquiries from customers by telephone, e-mail and website. 

The successful candidate will possess NVQ Customer Services Level 2 (or equivalent) and 5 GCSEs (including Maths and English) at Grade C or above. Experience of customer service focused work in either a face to face or a telephone environment; and basic knowledge of telecommunications and information technology is essential.

As we operate our own emergency out of hour’s service, various shift patterns will need to be covered to ensure the business operates smoothly and seamlessly.  This will mean that Advisors need to be able to work to a planned rota covering the service 24/7, although the need to work evening or weekend shifts is infrequent.  

Contact Centre advisors will be set up to work from home to deal with emergency repair enquiries received during the evenings, nights, and at weekends. Advisors working weekday shifts will be office based at Birmingham Business Park.

Waterloo Housing Group is committed to safeguarding and promoting the welfare of children and adults within the communities we work in.

The closing date for this position is 12 noon on Friday 23 February 2018 and interviews will take place on Thursday 8 March 2018.

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