Customer Service Advisor

Overview

We are seeking a Customer Service Advisor to join our team in Salford
. In this dynamic role, you will be instrumental in delivering outstanding service to our customers through various channels, such as phone, in-person, email, and social media. Your responsibilities will include addressing a diverse array of customer inquiries while ensuring that each interaction is conducted professionally, efficiently, and meets our top standards for customer satisfaction.

Pendleton Together are a part of the Together Housing Group. We re a social landlord in Salford working to give everyone a safe, and comfortable place to live. We are a non-profit organisation, meaning any money we make is invested back into the company for the benefit of our residents and local communities.

Diversity & Inclusion: As an organisation we are committed to having a Diverse and Inclusive workforce. We would therefore welcome applications from candidates with any of the nine protected characteristics. We are also proud to be a Disability Confident employer. Further information can be found at this link - (Use the "Apply for this Job" box below)./

We are seeking a Customer Service Advisor to join our team in Salford
. In this dynamic role, you will be instrumental in delivering outstanding service to our customers through various channels, such as phone, in-person, email, and social media. Your responsibilities will include addressing a diverse array of customer inquiries while ensuring that each interaction is conducted professionally, efficiently, and meets our top standards for customer satisfaction.

Pendleton Together are a part of the Together Housing Group. We re a social landlord in Salford working to give everyone a safe, and comfortable place to live. We are a non-profit organisation, meaning any money we make is invested back into the company for the benefit of our residents and local communities.

Diversity & Inclusion: As an organisation we are committed to having a Diverse and Inclusive workforce. We would therefore welcome applications from candidates with any of the nine protected characteristics. We are also proud to be a Disability Confident employer. Further information can be found at this link - /

• Assist and advise potential and existing customers using a computerised customer relationship management system (CRM) and a wide range of other systems on a full range of issues including but not limited to, general queries, rent account queries, waiting list enquiries, repairs and maintenance requests, anti-social behaviour, estate services and complaints
• Foster a collaborative team environment by sharing knowledge, best practices, and experiences, while supporting one another to achieve the best possible outcomes for customers, built on a foundation of openness, trust, and cooperation
• Escalate enquiries to the relevant specialist officer where appropriate
• Be responsible for delivering performance in line with agreed quality standards
• Be responsible for ensuring all systems are accurately and consistently maintained and updated, fully recording all enquiry
• Provide a comprehensive reception service to visitors and customers at office locations where appropriate

• Significant experience of working within a high demand front line customer serving environment in either a face-to-face or telephone environment
• Experience in a contact centre, as the position requires managing a large volume of phone calls
• Proven ability to work on own initiative and as part of a team supporting colleagues, taking initiative and demonstrating self-motivation to achieve results
• Demonstrate a commitment to delivering excellent customer service to a diverse range of customers through a logical approach to dealing with problems or challenging/demanding situations
• Ability to handle enquiries across a wide range of functions with minimal referral, including the handling of complaints
• Ability to demonstrate an awareness of the needs of customers (from a diversity perspective) and to be able to respond appropriately
• An understanding of the role of Housing Associations
• Present information in an accurate, clear and considered manner (e.g. via written and oral communication)
• Have a working knowledge of Microsoft Office applications, specifically Word, Excel, Outlook

• Starting salary of £25,748
• 27 days holiday (rising to 32 over 5 years  service) + bank holidays
• This role requires full-time office attendance for the first month, then shifts to a hybrid schedule with two work-from-home days per week
• You will be working 37 hours per week Monday-Friday. Working…