Contact Centre Advisor

Contact Centre Advisor

Northallerton

Perm Contract

Full time

Interviews will take place on 27th October in Northallerton. Please ensure you are available to attend on this date should you be shortlisted.

The Role

We're looking for a Contact Centre Advisor to join our Contact Centre Team, resolving customer enquiries at the first point of contact and providing clear, efficient and effective information across phone, email, text and social media.

What You'll Do

This is a varied role where you'll handle a wide range of customer enquiries, work to resolve issues promptly and empathetically, maintain accurate records and collaborate with specialist teams to deliver an exceptional customer experience.

Key Responsibilities

Provide an exceptional customer experience across multiple contact channels, including phone, email, text and social media.

Resolve enquiries at first point of contact wherever possible across repairs and maintenance, rent payments and recovery, lettings, anti-social behaviour, tenancy matters, developments, sales, damp and mould, hazards and complaints.

Record accurate contact details and keep customer information up to date in the customer relationship management system.

Work with colleagues, contractors, outside agencies and specialist teams to resolve complex enquiries while retaining ownership of the customer contact where appropriate.

Respond to and administer complaints in line with Broadacres policies and procedures.

Meet performance targets and service level agreements while complying with legislation, regulation and recognised best practice.

Undertake customer satisfaction surveys and provide general clerical and administrative support.

About You

You care passionately about delivering great customer service and handle enquiries professionally, promptly and with empathy.

You communicate clearly in writing and verbally, build positive professional relationships and can persuade others to take appropriate action.

You work collaboratively, remain level-headed under pressure and can balance several enquiries while progressing each towards resolution.

You are confident using online technology and committed to accurate record keeping, continuous learning, diversity and inclusion.

You are flexible, committed to team working and willing to adapt your hours when required, sometimes at short notice.

Essential Qualifications & Experience

Demonstrable experience of working in a customer service environment.

Experience of using IT systems and Microsoft Office applications to an acceptable level.

Strong written, verbal, interpersonal and relationship-building skills.

A willingness to train and develop across all aspects of customer service.

Desirable

Previous customer service or call centre experience.

Previous experience in housing.

What We Offer

• Generous holiday allowance starting at 33 days and increasing with service with the option to buy additional leave

• Generous pension scheme with employer contributions of up to 10%

• Flexible and supportive working within a collaborative and customer-focused team

• Access to our BroadRewards platform, offering schemes such as Cycle to Work and Smart Tech

• A strong focus on wellbeing, including a 24/7 Employee Assistance Programme, counselling support and occupational health services

• Everyday financial and lifestyle support, including eye care and flu vouchers, savings and low-cost loan options, payroll giving to charities, and access to money advice services

Why Broadacres?

At Broadacres, we champion diversity and are committed to being an equal opportunities and disability confident employer. We welcome applications from all community sectors and encourage individuals underrepresented in our organisation to apply.

Our Organisation

Broadacres is a successful, innovative, not-for-profit housing association based in Northallerton, North Yorkshire. We own and manage more than 6,900 homes across various regions, providing top-tier services aimed at meeting our vision: 'to be the best rural housing association in the country'. We ensure our customers receive first-class service, making them proud to live in a Broadacres home.

Please note: This vacancy may close before the advertised closing date if sufficient suitable applications are received. We may be interviewing as applications come in, so apply early to avoid disappointment.