Customer Service Advisor

Job Description

Annual salary: up to £19,488.20 Customer Service Advisor – Daytime£19,500 - Full Time – Fixed Term ContractDo you want to work for one of the leading providers in the housing, property management and support market industry in the UK Are you somebody who is open to new opportunities, has a visionary approach and a strategic thought process An exciting opportunity has arisen for a customer service advisor to join our housing management division in Hersden .Who are weMears is one of the UK’s leading housing and care providers to both the public and private sector, with over 6,500 employees, working with clients to help develop, fund and implement their placemaking ambitions.We provide Housing Management services right across the UK. We work in partnership with Central and Local Government, registered providers, tenants, landlords and investors to find solutions to homelessness, provide more social and affordable housing and create specialist housing for people with care needs.We are trusted to provide homes for some of the most vulnerable people in the UK on behalf of our partners and through our own landlord business and registered providers – Plexus and Omega Housing.What we are looking for:You will work as part of a local team providing an emergency out of hours call handling service to Mears housing management clients. Ensuring jobs are accurately diagnosed, prioritized and that the correct operative is dispatched whilst ensuring high levels of customer service and adherence to client KPI’s at all times. Other responsibilities include:Ensure jobs are accurately diagnosed, prioritised and that the correct operative is dispatched whilst ensuring high levels of customer service and adherence to client KPIsTake and manage inbound customer service calls, emails or other multimedia channels, for repairs, housing management, payments or other Mears Housing Management service.Accurately use appropriate client or business systems to log and process received calls or emails. Make appropriate and relevant appointmentsCommunicate effectively with all MHM Local and other MHM contracts, to ensure the efficient, professional and effective provision of servicesAdhere to business call quality frameworkLettings queries Tenant arrears basic or advanced administrative functions which include: - word processing, data input, post, photocopying and or stationary management Income management, sending standard letters payment plans, providing adviceYou will also carry out any repairs processing activities required to ensure that an effective and efficient service is delivered to customersWhat you need to have:Ability to investigate, evaluate and respond to situations quicklySubstantial experience within a customer service environment dealing with members of the public either face to face or through telephoneExperience working within an office environment or similarStrong knowledge of all Windows based technologyYou should be able to demonstrate a high level of detail consciousness, to obtain full repairs information and provide accurate diagnosisCompetent knowledge of Microsoft softwareGeneral knowledge of the construction industryOrganisational skills necessary to manage and organise own workloadThe ability to communicate effectively at levels commensurate with role, both verbally and in writingThe ability to respond to changing priorities in order to meet deadlinesWorking HoursPlease note, if shortlisted you will be expected to work the following shift patterns. The Mears Group Recruitment team will be in touch to discuss your working hours. We endeavour to be flexible when considering your availability wherever possible.Monday – Friday – 08:00 – 17:00Whats in for youCompetitive basic salary25 days annual leave (Based on full time hours)Generous Pension SchemeCycle to work schemeSharesave - a simple way of saving money direct from your salary for 3 years, in order to buy Mears Group PLC (Mears) shares at a price that is fixed and discounted at the outset.Eye Test VouchersEmployee Assistance ProgrammeMears Fun Day - Our annual Fun Day is organised as a massive thank you from the Executive team for all the hard work! Previous years include, Alton Towers, Drayton Manor etc.Staff perks with Mears Rewards - discounts of up to 10% on coffee, weekly groceries, holidays, the list is endless.Be part of a friendly and dedicated teamVolunteering Leave - Mears supports employees to undertake volunteering in the community, in support of our social value commitment.Maternity and paternity packages to make sure you get to spend time with your loved ones!Use and access to the latest technologyFor further information please email Megan Williams on , otherwise, if you feel you have skills and experience needed, please apply and we will review your application and be in touch to discuss further.