Customer Advisor

Redcar, North Yorkshire
£18,007 per annum
28 Feb 2018
15 Mar 2018
Full Time
Organisation Type
Housing association / RP

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 number of exciting opportunities have arisen in our Customer Contact Centre which is the first point of contact for customer enquiries into the company.  We are looking for customer focussed individuals to join our team of Advisors who are committed to delivering excellent customer experiences. The successful candidates will have outstanding communication skills with the ability to work under pressure in a calm and professional manner.

The duties of a Customer Advisor include 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
• Actioning and responding to customer enquires received through digital
 platforms such as email, text message and the self service portal
• Promoting to customers, alternate digital methods of contact with the company
 through digital platforms
• Undertaking customer satisfaction surveys
• Organising and managing own workload to meet agreed targets

We are looking for 3 full time, and 1 part time Customer Advisor working a range of working patterns during the Contact Centre opening times of 8am – 6pm. The full time roles will work on a rotational basis covering working patterns of 8am – 4pm, 8.30am – 4.30pm, 9am – 5pm and 10am – 6pm. The part time role is initially working Monday and Tuesday 8.30am – 4.30pm but could be subject to change.

We are also recruiting for Relief Customer Advisors. This role provides cover for unforeseen absence, holiday periods and emergencies within the team. A minimum of two 7.5 hour shifts or a total of 15 hours working will be guaranteed each quarter. In addition to these, 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.  If you are interested in the Relief role please indicate this on your application form.

For an informal discussion, or more information about any of these positions, please contact Nicola Dean, Contact Centre Manager on 01642 771300 (Ext 1460).

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.