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Customer Service Centre Advisor

Employer
Home Group
Location
Newcastle Upon Tyne, Tyne and Wear
Salary
Negotiable
Closing date
11 Mar 2021

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Job Details

Customer Service Advisor

Newcastle upon Tyne

Full Time (37.5 hpw) and flexible Part time hours available

Salary of circa £18,500 per annum, plus brilliant benefits!

Being there for our customers when they need us. That’s when it hits home.

Are you a customer service professional looking to make a difference? Here at Home Group we are looking for new brilliant colleagues to come and join our awesome team!

This isn’t “just” any old customer service role, we’re looking for “customer service superstars” to support our customers who deserve the very best.

Working with our customers isn’t always easy, and this job really isn’t a walk in the park. Every customer is different, and no 2 contacts are ever the same. We offer a multi-channel service, so some days you’ll support customers over the phone and other days via our digital channels (emails and live chat). We deal with all sorts of questions and queries – from the simpler customers wanting to live in our communities or report a repair that is needed in their home, or the more complex with customers reporting issues with Anti-Social Behaviour or those wanting to make a complaint.

We are a busy contact centre, there are 135 of us all working together to respond and support our 120,000 or so customers who live in some of our 53,000 properties. So if you’re looking for an easy and relaxed role without challenge, then this is not the job for you! If, however, you want to be part of making a real difference to our customers lives then we’re superexcited to work with you!

About our teams

You’ll soon discover that we are a brilliant and mixed bunch from all walks of life and backgrounds. Some of us have worked at Home Group for over 15 years now, and others are mere months into their journey. We have colleagues who come from far and wide, in fact we are real globetrotters – something which really helps us to deliver our service to our diverse customer base.

Home Group is committed to tackling prejudice and discrimination, not just for our customers, but for our colleagues too! We’re super proud of our Internal Diversity Networks (Multicultural, LGBTQIA+ and Disability) which support colleagues from different backgrounds to be their true selves. 

You’ll be working with Marc, our Head of Customer Service Centre who is passionate about delighting customers and focused on delivering our strategy. Marc is also our resident quiz master and loves nothing more than getting the team involved with quizzes and competitions with other Home Group departments – this is just one of the ways that we collaborate with the rest of our business.

How we support you

We will give you all the support you need to succeed! We’re all in it together and want to set you up for success, from your colleagues, your Performance Leader and our Performance & Improvement Coaches. You’ll participate in an in-depth induction programme and grad-bay before you are let loose on live calls and will receive continued training through our regular time to learn sessions and refresher courses. If you can see yourself as our next contact centre manager, you might also want to take part in our Management Futures programme!

This role is brilliant for helping you understand Home Group better and has been a great opportunity for many of our colleagues to progress and develop their careers. That’s why we’re looking for you to join our team and start your own journey at Home group!

Working hours

As a team we’re critical to supporting our customers and our centre is open Monday to Friday (including bank holidays) from 7:00 am till 8:00 pm, and we’re also open Saturdays from 8:00 am till 12:00 noon. As a full time colleague we aim to give you 4 weeks’ notice of your working hours and you will do your fair share of earlies, late’s and weekend cover.

The good news is that you will have a degree of flexibility as a full timer, and even if you’re keen on part time working that we are happy to chat with you to agree a pattern that works for us all. Throughout all of that, it’s also our unwritten rule that you attend the important appointments in life. So whether it’s your child’s school play, your partner’s graduation, or to get your new fridge delivered we’ll work with you in what matters.

For the past year we (like so many) have been working from home and we have the kit and technology to make that easy. When we can again, we are looking forward to working together at our dedicated offices!

About you

You’re a confident, enthusiastic communicator, and have the skills to really question and understand your customers’ needs, even when managing some of the more challenging conversations!

You follow process when it’s important to do so but can also think on your feet and be creative to achieve an outcome that is a win-win for both our customer and the business.

We really need you to care about our customers but do know that you’ll need a thick skin at times, as not all queries are easy to deal with! You are able to put all calls into perspective and give every customer the brilliant experience they deserve.

It goes without saying that you have strong customer service skills, but you will also need excellent verbal and written language abilities that allow you to respond to queries (phone or digital) in a professional manner.

You’re comfortable leading the conversation and finding the right balance to ensure that the customer values the interaction, but you still get the right outcomes for the business.

When you join, you’ll need to have a valid Basic Check under the Disclosure and Barring Service. The great news is that we will pay for that to be done if you don’t have a transferrable one.

Want to know more?

If you’re not reading this advert on our careers’ pages, press the APPLY NOW button to access lots of useful stuff! You can download the Customer Service Centre Advisor Job Description, and find out more about Home Group. We’ve also got some short films that show you what it’s like to work here, and we know you’ll want to find out more about our award winning benefits and rewards package!

To apply

Don’t delay applying for this brilliant job, as we may close it early if we get lots of applications! Just upload your CV and if you have one, your covering letter (this will help us learn more about you!). If you need them, we’ve also got some great templates to help you.

#customerservicejobsne #CSAjobs #customerchampions #NEjobs

Company

There’s never been a more exciting time to join us, as we build and sell over 10,000 new homes across the UK.  From affordable housing to our brilliant private sale brand Persona, we’re shaking up the new build market.  You’ll have the opportunity to work on everything from affordable homes to luxury apartments and build the career you want with us. 

As one of the UK’s largest developers of new homes and providers of houses for affordable rent.  We also provide long term integrated health and social care housing.  We don’t just build houses, we build homes and develop vibrant communities where people want to live. 

What keeps us busy?

We’re building homes, independence and aspirations and according to our trophy cabinet we’re pretty good at it! 

We’re winners of the 2018 UK Housing Awards Development Programme of the Year, Silver Best House at the What House Awards 2018, and RESI Landlord of the Year 2016.  We’re constantly challenging the status quo, delivering unparalleled schemes and ground-breaking products.  We pride ourselves on building happier, healthy homes, putting space and people before profits.

Oh and did we mentioned that we rank No. 27 in the UK’s Best Large Places to work, and 17th in Stonewall Top 100 Employers 2019?    

We’re growing

As we’re building new homes, we’re growing our team too so there are lots of opportunities for you to join us across the UK.  So whether you’re acquiring land, designing places, delivering schemes, selling homes or regenerating neighbourhoods.  You’ll be working alongside brilliant people to unlock bold opportunities, exciting new partnerships and collaborative projects across the UK. 

Join us

You can find out more about us and our current vacancies on our website at www.homegroup.org.uk/careers or on our Facebook and Linkedin pages.    

High-flying career, work life balance, brilliant benefits and a cherry on top!  There are so many reasons you’ll love working at Home Group.  https://youtu.be/624xZO1nXqY

 

Company info
Website
Location
2 Gosforth Park Way
Gosforth Business Park
Newcastle upon Tyne
Tyne and Wear
NE12 8ET
GB

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