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- Provide support to our customers with care and trust across phone, email and digital platforms (inbound and outbound)
- Think on your feet to solve a problem ensuring the best possible outcome for our tenants
- Work in collaboration with other internal and external teams to provide effective outcomes
- Have the confidence to handle challenging calls including customer dissatisfaction and complaints
- Accurately recording and maintaining customer records on our CRM system
- Build relations with our customers to identify any vulnerabilities or support needs to ensure an inclusive service to all is offered
- Have a good working knowledge of our policies and procedures
- Liaising with other areas of the wider business to ensure speedy resolutions
- Be a trusted point of contact for providing advice on things such as account and affordability, minor repairs issues in the home and identifying when a person needs help
- Be flexible to business changes, tasks and processes and being adaptable to your workload
- Enthusiasm and passion bringing energy to the role
- You’re a “people person” and know that there is an art to engaging positively with our customers whilst working on the right resolution for them
- Display confidence on the phone in speaking to strangers and getting to grips with their query
- The ability to problem-solve with a positive and proactive approach
- Ability to move between media channels and support other areas as and when required
- Positive mindset to want to help change the lives of our customers
- Confidence to put forward your ideas and suggest new ways of working
- You’ve got the right attitude - you take pride in your work, understand the importance of being on time and are committed to helping us drive our Contact Centre forward!
- Excellent verbal and written communication skills along with the ability to effectively listen and empathise with our customers
- Computer and IT literate to navigate multiple systems and software applications
- Brilliant culture where everyone is valued and included creating a fun, working environment, a place where collaborative working is welcomed
- Competitive Pay and Generous Pension
- 28 Days Holiday plus Bank Holidays
- Investment in your learning and development
- Riverside Rewards to help with the cost of living with great deals at some big name brands such as Specsavers, Tui, Halfords, M & S, Sainsbury’s
- Extensive induction programme to set you up for success
- Opportunities for growth, development and career advancement
- Opportunities to give back to the community and take part in volunteering days and charity events
- Annual Star awards to reward and recognise the fantastic contributions of our people
- Modern office space with private parking
- Free hot drinks
