Two advisors are being recruited to join our team, working 33.6 hours per week on a shift pattern of 2 days, 2 nights, followed by 6 days off. This role provides in‑ and out‑of‑hours call handling support to vulnerable customers and includes escalation of calls linked to our Reach & Respond services. You will also deal with telephone enquiries from our own customers and from other providers for whom we deliver out‑of‑hours emergency call handling services.
Responsibilities
* Respond to emergency calls, remaining calm and confident under pressure to support vulnerable customers.
* Handle reports of emergency repairs, diagnose issues and schedule appointments for out‑of‑hours repairs.
* Process community alarm activation calls.
* Prioritise calls during busy periods while maintaining a high‑quality service.
* Respond to customer enquiries through email and text messages and maintain accurate customer records.
* Escalate calls linked to Reach & Respond services as required.
* Use IT software such as Microsoft Excel and Word to manage information.
Qualifications
* Excellent communication and interpersonal skills.
* Strong organisational and multitasking abilities.
* Ability to work under pressure and remain calm in emergency situations.
* Customer‑focused attitude and willingness to build relationships.
* Experience with call handling or similar customer service is desirable.
* Competence in IT tools, including Microsoft Excel and Word.
Benefits
* Agile working – up to two days from home after initial settlement.
* Generous holiday entitlement – up to 39 days (incl. bank holidays) after 5 years’ service, with the option to purchase additional days.
* Competitive salary with annual cost‑of‑living rise.
* Real Living Wage as defined by the Living Wage Foundation.
* Competitive pension scheme with generous employer contributions.
* Life assurance and generous bereavement leave.
* Health cash plan covering basic medical expenses and free flu jabs.
* Free tea, coffee and cordial.
* Recognition schemes such as weekly ‘Cheers For Peers’, ‘Star of the Quarter’ and an annual Star Awards event.
* Long‑service awards every 5 years.
* Cycle to work scheme and cycle parking.
* Cash‑back and discount schemes with retailers and leisure providers.
* Salary‑sacrifice electric vehicle lease scheme.
At Beyond Housing, we are committed to ensuring all applicants are treated fairly throughout recruitment and selection. Applicants shall not be discriminated against on the basis of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation.
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