Customer Service Centre Advisor

Customer Service Advisor Repairs & Arrears
Permanent
Location Quorum Business Park. Newcastle
Full and part time positions (Mornings, Evenings and Weekends)
Salary - £17,600 (pro rata)

Making a difference to our customers lives, thats when it hits home.
The Customer Service Centre opened its doors (and telephone lines) in 2011 and since then we have gone from strength to strength. Not just with our customer service but also with our achievements. Our trophy cabinet is bursting at the hinges, but there is still more space to continue to showcase our skills. We want you to join us and be part of our continued success!
How we do this its down to our brilliant people, the training youll receive and the difference youll make to our customers.
Were not like any other Customer Service Centre, were a small but mighty team with around 140 colleagues.  We offer a multi-channel service to our customers with telephony, emails and digital services on offer. Its a high paced environment, and if multi-tasking is your strong point we would love you to read on.
You will be supporting our customers over the phone and via our digital channels (emails and live chat) with all types of questions and queries; from customers wanting to live in our communities to wanting to speak to our front line teams. Our repairs team will provide a 5 star service to customers reporting their repairs to their homes. You will become a multitasking master with new repairs, existing repairs and any general enquiries our customers may have. Our arrears team will be supporting our customers who have fallen behind with their rent. Youll be a creative thinker and ensure through effective questioning and negotiation youll achieve outcomes that are mutually beneficial. You will be supportive yet focused on financial outcomes using your brilliant conversations, problem solving skills as well as signposting customers for further support.
 
Youll always be expected to deliver a brilliant service, constantly caring for your customers and colleagues. Youll be accountable for your daily work stats and share your enthusiasm and ideas to make things even better. Youll love multi-tasking, especially in a fast paced environment. It would be great if you had previous contact centre customer experience but its not essential. If youre committed to learning and applying new skills and processes we want you!
 
Youll be a confident, enthusiastic communicator and be resilient to having challenging conversations. Youll achieve and maximise first contact resolution caring for our customers every step of their journey. Most importantly, youll be driven to make a genuine difference to peoples lives.
 
Chris, our Head of Customer Service Centre is passionate about delighting customers and focuses on delivering strategy and decision making through the colleague and customer lens. Chris works with his teams to deliver a customer centric culture which allows colleagues to influence customer service delivery.
Our advisors are the voice of our contact centre which makes it a great place to work. (Our advisors tell us so!) In the Summer months its been known for ice creams to be brought to your desk, and we love our Christmas celebrations, theyre always a hoot. We know youll love the energy here, its contagious!
 
Our working hours are a decent package too, with Monday to Friday from 7.00 till 8pm, with an occasional Saturday morning shift. We know being available for our customers is the most important thing, but getting that work life balance for you is also high on our list. We can offer a range of flexible hours to suit you and us, just let us know at interview and we can chat about this!
 
Arent we the lucky ones? To top this of, we also have a full recognition scheme including an annual Home Stars Award Ceremony will you be our next Star?
 
So if you want a career with real opportunities for progression, do awesome things in a brilliant team and work for an organisation that really makes a difference€¦ come and join us!
 
Want to know more?
If youre 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 advisor job description  and to find out all about Home Group on this page and we know youll want to find out more about our award winning benefits and rewards package! Watch this brilliant video to see what its really like to work here!
 
To Apply
Dont delay applying for this brilliant job, as we may close it early if we get lots of applications! Just upload your CV and really importantly, your covering letter (dont forget to attach this, as we really want to know more about you!) Weve also got some great templates to help you (if you need them)
 
Youre unique!
Home Group play a big part in tackling prejudice and discrimination, not just for our customers, but colleagues too! You can be yourself here, because we value everything that makes you unique. So whatever your age, race, sexuality, disability, religion, or gender identity, we recognise and celebrate our differences. Together we make Home Group a great place to work!