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Customer Service Agent

Futures Housing Group
Castle Donington, Derby
£22,037 pro rata
Closing date
31 Oct 2021

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Community and Customer Services, Anti-social behaviour, Housing / neighbourhood management, Corporate Services, Communications / PR
Salary Band
Up to £30,000, £20,000 - £29,999
Part Time
Organisation Type
Housing association / RP
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Customer Service Agent

(Part time 18.5 hours weekly)

Location: Futures House, Castle Donington, DE74 2HN

Salary: £22,037 pro rata

Closing Date: Sunday 31 October 2021


We’re on the hunt for a digitally-savvy, part-time Customer Service Agent to join our buzzing team on our mission to deliver ‘Great Places’, ‘Great Places’, Great Services’, and ‘Great Tomorrows’.

You’ll be a natural people-person with the skills to flick effortlessly between calls, emails and webchats, while maintaining exceptional experiences for our valued customers - whatever the channel.

As a top performing housing provider, no two days are the same for our busy team. We handle a massive variety of contacts - from helping customers with repairs and payments to tackling arrears and dealing with sensitive issues.

You don’t need previous experience of the housing sector - because you’ll learn loads on the job very quickly, but you will need that excellent telephone manner and the ease with technology you have.

You’ll be diligent, professional, and a fantastic ambassador for Futures Housing Group – because as far as our customers are concerned, you are Futures! 

We treat each customer with consideration and respect and we don’t use scripts – instead we hold proper conversations to understand our customers’ needs. 

You’ll be calm under pressure, resilient and respectful – even when faced with challenging situations.

That sounds like me. What can you offer?

It’s an exciting time of change at Futures Housing Group! We’re currently moving to a state-of-the-art, flexible new workspace. 

We’ve also recently signed up to Harry’s Pledge, a campaign to support people who are working but also looking after a friend or family member who needs extra help. This could be an elderly parent, a friend with mental health issues, or a parent carer who looks after a disabled child, to name a few.

We know balancing work and caring is tough and that’s why we have an extra focus on supporting team members in this situation. To help, we organise regular virtual support groups, have an Employee Assistance Scheme with 24/7 counselling, and offer Flexible Working from day one, helping you to stay happy at work and at home.

We could wax lyrical about the range of amazing benefits we offer as part of Our Futures Rewards.  But we think there are four big things which makes Futures a great employer.

We’re flexible. We know life is what happens while you’re busy making other plans. So we give you the flexibility to strike your work / life balance.

We invest in your success. We love to see our people doing well, so we have a dedicated training and development budget to help you reach your potential.

We’re innovators. We’ve launched Futures Frontiers, a project to identify and experiment with new technology to help boost our business. You’ll love helping make innovation in technology part of our DNA.

We’re award-winning. We love to win and we want to be known as a centre of excellence for customer service, transformation, development, innovation.

This year we’ve been awarded the coveted Investor in People Platinum award – the highest of IiP accreditation. The award recognises organisations which are passionate about making sure all employees get the best experience at work. Meeting the IiP criteria of improving, leading and supporting its people, has resulted in this prestigious accreditation that only a few employers receive.

To start your Futures Journey take a look at our Role Profile, please note we may contact candidates or close the vacancy prior to the closing date

Also, probably completely my fault could we edit the following:

Repairs Team Leader to  -  Daventry, NN11 8PB

Finance Assistant to  -  Futures House, Castle Donnington, DE74 2HN

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