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Customer Insight - Call Interviewers

£22,753 - £23,950
Closing date
24 Apr 2024

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Corporate Services, Policy / Strategy
Full Time
Organisation Type
Housing association / RP

Job Details

Job Title: Customer Insight - Call Interviewers

Job Type: Full-Time Permanent

Salary: £22,753 - £23,950

About Us:

Metropolitan Thames Valley Housing is one of the UK`s leading providers of affordable housing and care and support services. We employ over 1900 people to manage and develop our large portfolio of nearly 56,000 homes serving over 75,000 customers across London, the East Midlands, Southern and the East of England.

This role:

We are recruiting for full-time permanent Customer Insight Call Interviewers to sit within the Corporate Services Directorate in the Strategy, Projects and Performance Team.

As a Customer Insight Call Interviewer, you will be the first point of contact for making calls and collecting customer feedback in real-time situations. You make a real difference to our customers by following survey scripts, listening to customer feedback and recording this in our systems. You will use your communication skills and commitment to providing excellent customer service, making each customer feel listened to, allowing them to provide feedback, and giving them confidence that we will use this to improve services.

What you'll need to succeed:

  • Able to cultivate trust with customers and create an open and honest environment where they can share their experiences and feedback
  • You will be able to provide excellent customer support and handle challenging situations effectively
  • Be self-motivated and eager to learn new skills
  • Strong interpersonal skills to establish credibility and build relationships with colleagues and customers quickly
  • An excellent communicator with the ability to keep the complicated simple, you will be able to understand and read your audience, adjusting your delivery style accordingly
  • You will be able to prioritise tasks while remaining supportive of changing demands effectively
  • It will be desirable to have GCSE English/Maths or equivalent
  • Given the nature of the role, you will need to be able to speak and write English in a clear and correct manner
  • Having a good level of computer literacy is essential, which includes proficiency in using office applications and web-based browsers
  • Having exceptional record-keeping skills and strong attention to detail is crucial for the fast-paced work you will be doing
  • Be sure to identify cases that require additional support and ongoing management and escalate them appropriately

Please note :- we do not currently offer visa sponsorship.

What’s in it for you?

Our benefits include:-

  • 28 days annual leave plus 8 bank holidays (pro rata for part time) per year
  • 2 volunteering days per year for things like helping out in local communities
  • An additional ‘Beliefs day’ once a year to have an extra a day off
  • Enhanced pension with matched contributions of up to 9%
  • Life assurance cover 3 x your salary
  • Health cash plan scheme for your everyday healthcare needs which you can add your family members too
  • Tenancy deposit – interest free loan to help with rental deposits
  • Access to extensive learning and training opportunities with Wisebox platform
  • Colleague virtual social platform with our workplace pages where you can keep up to date with the organisational activity and link in with colleagues
  • Career progression across the organisation with our mentoring programme and apprenticeships
  • We are committed to the wellbeing of our colleagues and support this as an organisation

About us

Learn more about our benefits and organisation by viewing our attached document

Our promise

Here at Metropolitan Thames Valley Housing (MTVH) we want to capture the value that difference brings and are committed to promoting equality, diversity and inclusion. We work collaboratively ‘Serving people better every day’ to educate, support and develop all of our diverse employees and the communities that we serve.

We want every employee and every customer to feel comfortable enough to be their true self and are working tirelessly in the background to create an environment that encourages our employees to challenge non-inclusive behaviours and to be mindful of their own and other’s wellbeing.

Our core values of Dare, Care and Collaborate demonstrate that we are a people focused business, solving social issues by working together!

We reserve the right to close this vacancy early if a suitable candidate is found so we do encourage you to complete the application as soon as possible to avoid disappointment.


Welcome to MTVH!

Our organisation was built on a simple mission – to give people a safe, secure, and affordable home. That is as true today as it was in the 1950’s, when our founder Molly Huggins established on organisation to provide homes for Windrush migrants in London. Our core purpose I that “everyone should have a home and the chance to live well” To fulfil this vision, we work with partners to make our neighbourhoods – new and old - sustainable and vibrant places, where our customers want to live. We put people at the heart of everything we do and to guide is in every decision we make. Through managing more than 57,000 households we work at a scale that means our actions to achieve this have real impact.

We firmly believe that by serving people better every day, we will support a healthier, better cared for, and more prosperous society in the future. Like our founders before us, we will leave a lasting legacy for future generations. Our colleagues are crucial to our success in achieving this. Therefore, we are committed to investing in colleagues and creating the opportunity for them to develop. Our working environment has been designed to be one that brings out the very best in people.

We are a member of the National Housing Federation and the g15, which represents London’s 15 largest housing associations and houses one in 10 Londoners (

We also offer a wide range of benefits:-

  • 28 days annual leave plus bank holidays
  • In addition to annual leave a 'belief day' to be taken at a time of your choosing
  • 2 paid voluntary days to support your community
  • Smarter working is the MTVH approach to future working arrangements for colleagues registered as office-based to adapt to the needs of the customer.
  • Life assurance cover 3 x your salary
  • Health cash plan scheme for your everyday healthcare needs
  • Enhanced pension with matched contributions up to a maximum of 9% contribution
  • Tenancy deposit – interest free loan to help with rental deposits
  • Cycle to Work scheme
  • 'Nudge' financial wellbeing platform
  • Employee assistance programme
  • Season ticket loan
  • Access to extensive on-line training        
Company info
0203 535 3611
2nd Floor, The Grange
100 High Street
N14 6PW

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