Customer Contact Advisor
This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.
The Vacancy
Fulltime: 38hrs per week
Proposed Interview Date: TBC
We have an exciting opportunity for a Customer Contact Advisor to provide an excellent first point of contact for all customers of Saffron (both internal and external) and stakeholders. Diagnosing repairs, raising maintenance work orders, recovery of rent arrears, income collection, and providing technical administrative and clerical support to staff within Asset Management and Housing Management.
Key Responsibilities Include:
- Establish the needs of the customer and where possible resolve enquiries at the first point of contact. The enquiries could include but are not limited to:
- Responsive repairs, gas safety, improvements and major repairs
- Housing, estate and tenancy management
- Arrears, rent queries and payments
- Resident and community involvement, including surveys
- Take personal responsibility for all enquiries ensuring that they are dealt with accurately and in a timely manner and that customers are kept regularly informed of progress.
For a full list of responsibilities please see the attached Role Profile
Our Ideal Candidate Will Have:
Experience:
- Relevant experience of working in a busy customer contact / call centre environment using call scripts, scheduling/scheduling software, processes, customer contact software and other proprietary systems.
Skills, Knowledge and Abilities:
- Possess excellent communication and interpersonal skills, with the ability to liaise with various audiences both in writing and verbally.
- Excellent time management skills, including an ability to prioritise workload and meet targets.
- Well organised and methodical with excellent attention to detail.
- Able to work as part of a team and also able to work independently without the need of close supervision.
- Intuitive with IT and possess good IT skills to include Microsoft Word, Excel, Outlook and Teams.
Personal Attributes:
- Driven by customer satisfaction and always looking to provide a resolution at the first opportunity.
- Possess the following qualities:
- Friendly
- Polite
- Empathetic
- Professional
- Positive
- Enthusiastic
- Energetic
Please note this role is subject to a Basic Disclosure and Barring Service check
The Company
We are a housing association based in Norfolk providing quality homes and services to people across the county and in Suffolk.
We manage over 6,000 homes including affordable homes for those in housing need who cannot afford to rent or buy in the open market.
We offer specialist homes for older and vulnerable adults and are committed to providing new homes to help solve the housing crisis.
At Saffron
We have a huge commitment to our employees. We want the team at Saffron to be happy, empowered, motivated and feel proud to be part of the Saffron community. We know by having great people we can do a great job for our tenants. We trust our colleagues to do the right thing and we are looking for people whose values are aligned with ours (PACE – Professional, Accountable, Collaborative and Evolving).
You will have the freedom to learn and grow. We are passionate about investing in our people, providing them with the skills they need now, and for their future aspirations. We do this by offering a blend of learning opportunities, including our innovative e-learning platform where learning is self-directed allowing people to learn what they want, when they want to.
We work with and support our people to work in an agile way to ensure that have the right work/life balance. They have the choice to work in the office, work from home, coffee shop, park or a combination of all. We have recently refurbished our offices to encourage collaborative, agile working.
As an inclusive employer, we are committed to the equal treatment of all current and prospective employees and have a zero tolerance policy relating to discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.
We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join the Saffron Community.
Our Strategy
Inspiring Organisation:
Outstanding colleague engagement
Inspiring Communities:
90% customer satisfaction
Inspiring Innovation:
Creating £3m of capacity to invest
Governance
We will operate in a culture where strong governance, compliance and risk assessment is business as usual.
Homes
We will actively manage our existing homes, and deliver new affordable housing to provide quality homes for current and future customers.
Our Benefits
Learning And Development
Time Off
Prioritising Mental Health
Aviva Pension Scheme
Health Schemes
Salary Sacrifice Schemes
Documents
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