Contact Centre Advisor

We are looking for someone to join a large Housing Association team based within Essex.As a Contact Centre Advisor, you’ll be the primary point of contact for residents regarding repairs and property maintenance, providing advice and information through various channels to ensure first-time resolution. Key responsibilities include meeting individual and team performance targets, handling maintenance inquiries from leaseholders, and supporting the Neighbourhood Management team in delivering excellent housing and estate management services. You’ll strive for first contact resolution by proactively investigating and addressing residents’ concerns, ensuring they have access to the right services and that their queries or complaints are resolved efficiently. Day to Day of the role:

Serve as the primary point of contact for residents, handling maintenance inquiries and providing support.
Deliver advice and information via telephone, email, web chat, or in writing, focusing on household-related enquiries to maximise right first-time resolution.
Meet individual performance targets and contribute to team targets, providing cover and support for other team members as necessary.
Deal with routine enquiries from leaseholders regarding maintenance.
Support the delivery of excellent housing and estate management services across a range of digital channels.
Strive for first contact resolution by proactively investigating and addressing residents’ concerns, ensuring they have access to the right services and that their queries or complaints are resolved efficiently.

Required Skills & Qualifications:

Strong background within call centre customer service-based roles
Background within social housing is desirable but not essential
Confident with being on the phone and able to deal with a high volume of calls
Strong problem-solving skills and a proactive approach to customer service
Happy to work between Monday to Friday, 08:00 to 18:00

Benefits:

£13.99 per hour
Hybrid working - allowing for a balance between office and home working // 3 days from office 2 days from home (after 3 week training period)
Comprehensive training programme with full support from the Contact Centre Training Team.

Please note successful applicants will be required to undertake a 3 week training programme which will take place at our office in Pitsea. You will be required to attend this on a full-time basis; Monday to Friday from approx. 9.00am to 4.30pm.

To apply for the Contact Centre Advisor position, please submit your updated CV ASAP