Customer Access Advisor - Floating

Job Description

We are now looking for a Customer Access Advisor - Floating to join our busy team in Birkenhead!This role is on a fixed term contract for 6 months with the potential of being made permanent working 16 hours per week, based in our modern head office in Birkenhead, Wirral. The office is easily accessible from most transport links with just a short walkfrom Hamilton Square train station and local bus routes. Free parking is provided to staff either on site or nearby.Our Customer Access Advisors must be available to cover a variety of shift patterns inclusive of evenings, nights, weekends and Bank Holidays. You must be adaptable and flexible in your approach to working.Customer Access Advisor - Floating Duties:The overall purpose of the role will be to provide resolution to the variety of customer enquiries received within the Contact Centre.

• Maintain high levels of customer service when responding to customer access points within set quality standards, procedures and response times.
• To identify the enquiry type assess the customers needs and initiate appropriate action within the set parameters on a wide range of issues including but not exclusive: repairs, housing services, income, emergency issues and support.
• Utilise the available manual and technology systems gaining accurate information for the customer, advising of solutions or updates to their enquiries / requests.
• Operate and accurately update the telephone software system, capturing full customer information keeping the database up to date.
• To undertake the completion of the community alarm process and agreed types of associated Telecare peripherals, within agreed set standards.
• To respond within agreed targets and protocols to all response visits.
• To undertake maintenance tasks associated with stock control, reprogramming, replacement of batteries and pendent testing.
• To maintain appropriate clerical and computer records in accordance with statutory, organisational and Quality Framework Standards.
• To undertake surveys or outbound publicity campaigns.
• To complete investigations to respond to service enquiries, complaints and compliments, updating the feedback system within the agreed procedures and timeframes.
• To effectively communicate and manage the social media sites which Magenta Living actively participate in and to ensure that you represent the company in a professional manner
• To represent the service within internal or external Magenta Living initiatives.
• To assist the Team Leader in new staff induction programme.
• To undertake an agreed role with Magenta Livings Emergency Planning.
• To participate and have ownership of performance reviews, staff meetings and Magenta Livings Personal Development Programme,
• To assist the Team Leader in achieving and maintaining agreed Quality Framework Standards.
• To assist the Team Leader in facilitating a skills assessment to maintain own skills

Customer Access Advisor - Floating Requirements:

• Ability to work within a changing environment.
• Excellent communication, prioritisation and problem solving skills.
• Good organisation, time management and prioritisation skills.
• Good operational level of ICT skills.
• Passion for providing excellent customer focused services.
• Ability to manage workloads and achieve targets.
• Understand the principles within Equality & Diversity
• The ability to work without direct supervision
• Experience in working within a team.
• Experience in the working with frontline technical systems and the associated hardware and software.
• Experience of maintaining procedures and service standards within a recognised quality assurance standard.
• Experience in working in a busy, high-pressurised customer focused frontline service.
• Contact Centre experience desirable
• Holder of or working towards a relevant technical or customer service orientated qualification, Desirable.
• Able to work flexibly to meet the demands of the service.
• To cover shifts when requires across the operation including Bank Holidays and Christmas period if required.

Customer Access Advisor - Floating Benefits:

• 25 days annual leave entitlement
• Healthcare Cash Plan
• Pension Scheme
• Talent Management Programmes and e-learning access
• Wellbeing and Employee Engagement initiatives
• A subsidised on-site gym
• Free parking is provided to staff either on site or nearby

Our Values: Adaptability, Accountability, AmbitionMagenta Living are committed to creating a diverse and inclusive workforce and are proud to be an equal opportunities employer. Applications from all suitably qualified individuals are encouraged regardless of age, disability, gender, gender identity, sexualorientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. We offer a range of family friendly policies and flexible working arrangements to support employees from different backgrounds.If you feel like you meet the above criteria of the Customer Access Advisor - Floating, please apply now!We will positively encourage applications from candidates with protected characteristics which are under-represented in specific roles in accordance with Section 158 of the Equality Act 2010.

Keyskills :
Customer ServiceCustomer Access Advisor