Role Overview
Do you have experience in a Contact Centre environment? Now is a great time to join Platform, we are a dynamic, forward-thinking social housing business who offer employees an inclusive and supportive environment with excellent benefits and family friendly policies. You will have access to incredible training and development opportunities, including a chance to receive an accreditation.
The role is the first point of contact for our customers, and you will have problem solving conversations with customers every day. You will answer enquiries, ensuring resolution at first point of contact wherever possible, working to set KPIs. This is a key role in leading our company-wide drive to deliver customer service excellence, if you have what it takes to help us deliver that then we want to hear from you.
Working Arrangements
Where will I be working? This is a home-based role, however there is a requirement to travel into either our Worcester or Birmingham Business Park offices. During your training period, you will work in office approximately 3 times a week to be able to learn alongside your colleagues. This will typically be for the first 6 weeks; however, this can vary dependent on individual needs. After this training period, you will also be required in office occasionally for team working days.
We are currently recruiting for a number of permanent and fixed-term contract vacancies. The Customer Service Advisors will work on shift patterns between the hours or 8:00am and 5:15pm, Monday to Friday. Weekend working is not required.
Responsibilities
* As you will be the first point of contact for our residents, you will need to have a commitment to getting it right the first time by resolving queries professionally.
* Excellent communication skills with the ability to interact with people of all ages and backgrounds.
* The ability to use your empathy and people skills to be able to diffuse difficult conversations.
* IT literate and good knowledge of Microsoft packages, as you will be required to use different systems whilst speaking to customers.
Qualifications
* Experience in a customer focused environment, preferably from a telephony or contact centre background.
* Enjoy problem solving conversations with customers every day.
* Commitment to getting queries resolved at first point of contact.
* Excellent communication skills with the ability to interact with people of all ages and backgrounds.
* Empathy and people skills to diffuse difficult conversations.
* IT literate and good knowledge of Microsoft packages.
* Disability Confident.
Benefits
* 28 days annual leave (pro rata) with the opportunity to buy and sell leave
* Family friendly policies
* Medicash health plan membership for all employees which includes access to an employee assistance programme, discounted gym membership and exclusive discounts
* Non- contributory Health & Wellbeing plans with cashback for dental, optical, physio and complementary therapies
* Reward & Recognition scheme with retailer discounts and cashback.
* Pension Salary Sacrifice contribution scheme with employer contributions of up to 12% (inclusive of life assurance and dependent on employee contributions)
* Supportive working environment with great learning and development opportunities
Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to .
Travel Requirement
Due to the requirement to travel into our offices, candidates should be able to commute to our Worcester (WR5 1AQ) and Birmingham Business Park (B37 7YD) offices.
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