Housing Assistant, Customer Service​/HelpDesk

Join to apply for the Housing Assistant role at heylo

Take your first steps in the UK housing sector by joining heylo as a Housing Assistant.

To deliver exceptional customer service as the first point of contact for Heylo’s customers.

• Ensure excellent and effective customer service is delivered at all times, across all media types, by efficiently addressing the needs of customers, using active listening skills to diagnose solutions to a wide range of customer problems and queries.
• Take ownership of customer queries to deliver a seamless, informative, and professional service.
• Respond positively to customer complaints and dissatisfaction, demonstrating empathy and understanding.
• Take responsibility for managing your own workload to ensure all key performance indicators are met or exceeded.
• Take personal ownership to keep knowledge of services, products, policy and procedures up to date.
• Proactively identify and elevate risks, taking responsibility for complying with all policies, procedures and regulatory requirements.
• Work in collaboration with other business areas when needed to ensure that the service to the customer is as seamless as possible.
• Work flexibly with colleagues, through a rota system, to ensure phone cover during all business hours.
• Assist the Customer Service Team Leader in the collation of information for reports and presentations as required.

• Passes in GCSE English & Math's at grade 4 or above or equivalent or ability to operate at that level. (E)
• Experience working in a busy call centre environment making inbound and outbound calls; (E)
• Resilience, strong listening skills and exceptional customer focus. (E)
• An ability to use multiple systems to process information at pace whilst maintaining attention to detail and accuracy. (E)
• Experience working in a regulatory environment and meeting demanding Key Performance Indicators. (E)
• Excellent communication, interpersonal, organisational and time management abilities. (E)
• Excellent grammatical and administration skills and attention to detail, highly efficient in the preparation of documentation. (E)
• Experience of being able to ensure compliance with the company's policies, procedures, and objectives in carrying out the role. (E)
• Strong IT skills to include Microsoft Office, and the ability to present complex data in an easy-to-understand format, including writing Board reports (E)
• Knowledge and experience of safeguarding policies and procedures (D)
• Some knowledge of Shared Ownership and/or the PRS markets would be ideal but is not essential. (D)

• Adopt and comply with Heylo values, policies and procedures, and regulatory frameworks.

• Innovation – We will always strive to improve the quality of our execution to improve our service to our customers and our returns for our business.
• Results focused – We enjoy providing affordable housing for highly satisfied customers leading to dynamic growth and sustainable profitability for our business.
• Collaboration – We work together as a team and communicate effectively with our partners, customers and stakeholders.
• Integrity – We will act with honesty and aim to meet the highest ethical standards in our dealings with our colleagues, customers and stakeholders and in full compliance with our regulatory obligations.
• Respect – We support each other and value the contribution and ideas of others.

Salary: £26,000 – £28,000, dependent on experience.

Hours of work:
Full-time, 39 hours per week with the ability to work up to 60 days a year from home. Some travel, evening and weekend work may be required.

Holiday: 25 days a year plus English Bank Holidays.

For full details of the benefits we offer, see here.

Bingley, England, United Kingdom

Entry level

Full-time

Customer Service

heylo helps aspiring homeowners and renters find a place to call home. Our purpose, mission and vision drive us to deliver high‑quality service while maintaining integrity and customer‑centric values.

Resi Management Ltd, provider of management services to Heylo Housing Group Ltd.