Customer Experience Advisor

The Vacancy

We’re [Employer hidden — sign up to reveal]! –We offer a vibrant, friendly, inclusive culture that supports, develops and attracts the best people!

Our Customer Experience team is vibrant, hardworking, and committed to providing excellent customer experiences.

We have exciting opportunities available for Customer Experience Advisors to join our fast-paced contact centre on a permanent basis working 37 hours per week, 8.30am-5pm (Monday - Thursday) and 8.30am-4.30pm (Friday) with 1 hour lunch break per day. The planned start date for this role is 23rd June.

The first 6 months will be based in office, at our contact centre in our Basingstoke office. Once we’ve trained you up in a specialist area, with a strong foundation knowledge of various aspects of housing management and repairs, we can then offer you hybrid working.

Here’s the facts about the role:

As a customer experience advisor in our contact centre, you’ll be the first point of contact for our customers, handling a high volume of inbound phone calls and answering customer queries through other digital channels.

You’ll provide a friendly, efficient and helpful first-class customer service to our customers, aiming to provide a ‘right first time’ service, working closely with your colleagues and other teams across the business to handle enquiries at first point of contact where possible. You’ll spend the majority of your time on the phone, so excellent communication skills are key!

What we’re looking for:

• You’ll have excellent customer service skills and be able to provide a friendly, efficient and helpful first-class service to our customers
• You’ll have experience of delivering a high standard of customer service in a high-pressure environment, preferably within a contact centre
• No two contacts are the same and they can be complex, so you’ll need to be good at problem solving, adaptable and resilient
• You’ll have great verbal and written communication skills and also be computer literate
• You’ll have a genuine passion for helping people, with the ability to deal with and diffuse difficult situations whilst always remaining empathetic, professional and resilient
• We’re a fast-paced contact centre so you’ll need to have excellent time management and enjoy being busy

What great benefits can we offer you?

• 26 days holiday (plus bank holidays) pro rata, with the opportunity to buy or sell annual leave
• A productivity-related bonus scheme to enhance your take-home
• A generous contributory pension of 6%. We’ll match employee contributions between 7% and 10%
• Life assurance paid at x 3 annual salary
• Private medical insurance
• Health care cash plan called Medicash
• Enhanced pay for maternity, paternity, adoption and shared parental leave
• Access to counselling, legal and financial information
• Electric car scheme
• Huge variety of in-house & e-learning courses and a range of coaching and mentoring programmes

We’re holding an in-person Hiring Event on the evening of Wednesday 20th May!

The hiring event will include an introduction to [Employer hidden — sign up to reveal] and our Customer Experience department, some interview tasks and the chance to chat to some of our team and ask questions. If your application is successful, we’ll be in touch with more info about our hiring evening.

This vacancy may close earlier than advertised if we receive a high volume of applications.

We kindly ask that you do not use AI to write your application. This is your opportunity to show us who you are and why you’re suitable for the role based on your skills, knowledge, and experience. We value authenticity, individuality, and a genuine personal touch in your responses.

The Company

We're a leading provider of affordable homes and extensive support services in the south of England. We believe that everyone has the right to a safe and secure place to call home, and from the moment customers move into their [Employer hidden — sign up to reveal] home we’re here to help with that and more.

Our customers have access to a wide range of tailored advice to sustain their tenancies and look after their wellbeing. We invest in our homes and communities for the long-term, and this means in the quality, safety and energy efficiency of existing homes and neighbourhoods, with a firm focus on improving services so they’re easy to use and access by our customers.

We’re addressing the shortage of affordable housing in the south, building the right type of homes to meet the needs of our local communities. We’re the sixth largest developer of new homes amongst housing associations in England, having built over 1,500 last year.

This is summed up in our vision “More homes, bright futures”.

Living [Employer hidden]

As a ‘people’ business, we work hard to create a high-performing and fun working environment. We invest in our people’s development, whilst looking after their wellbeing with our award-winning initiatives.

• Buy / sell annual leave
• Pension scheme
• Smart working
• From 26 days holiday per year
• Private medical / medicash benefits
• Enhanced paternity / maternity leave
• Qualification funding support
• Electric car scheme

We’re committed to diversity and inclusion, and want people from all walks of life to apply for our vacancies.

We’re a disability confident leader with disabled-friendly offices and we’ll make reasonable adjustments throughout the recruitment process to help you; please note your needs on your application form.

If you need additional support with your application, please get in touch with us on [contact hidden] or email [Employer hidden — sign up to reveal]. We’ll be happy to help.

Documents

• Information for Applicants - Download
• [Employer hidden] Employee Benefits - Download
• Job Spec. - Download