Overview
Join to apply for the Customer Service Officer role at Abbeyfield
For almost 70 years, Abbeyfield Living Society has been a leading provider of housing and care for older people across England. We're dedicated to exceptional care, and we know it starts with an exceptional team.
Are you someone who thrives on making a difference? Join us and build a rewarding career as a Customer Services Officer, where your skills and compassion truly matter.
Role: Customer Services Officer
Location: Remote/Home Based with travel to Solihull every 3 months
Hours: 35 Hours a Week. 9am – 5pm
Contract: Permanent
Pay: Up to £27,000 per annum
The Role Of Customer Services Officer
Your role will be to provide a high quality, effective and professional customer service and sales service, ensuring a positive experience for residents, families, staff, and external stakeholders. This role is crucial in upholding Abbeyfield's values by delivering exceptional customer service, building strong relationships, and contributing to a supportive and welcoming environment across the Society. You will support a diverse range of enquiries, providing information, resolving issues, and escalating complex matters as needed, while maintaining accurate records and contributing to continuous improvement of customer service processes.
Responsibilities
* Ensuring enquiries are maximised: Ensure all enquiries are dealt with in a professional and timely manner.
* Ensure all enquiries are captured in QL so that monitoring of leads can be maintained.
* Proactively use information and resources to keep skills and knowledge up to date and continuously developed.
* Arrange for marketing materials and brochures to be distributed in a timely manner.
* Develop relationships with stakeholders such as Local Authorities to encourage referrals.
* Customer Admissions: Ensure Customers are provided with information and support at every stage.
* Work collaboratively with CHMs and SHMs to deliver an admission process that puts the Customer at the heart of every decision and action.
* Work with the Customer Accounts Team to ensure maximum revenue, minimal new Customer arrears, and a positive payment culture.
* Arrange and coordinate the provision and completion of contracts/documentation.
* Capture, analyse and regularly report on Customer satisfaction with the admissions process.
* General Enquiries and Customer Service: Handle all inbound (non-enquiry) calls, providing accurate information and aiming for first-time resolution.
* Collaborate with colleagues from all departments to provide seamless service to callers.
* Update logs and records to capture call details and allocate actions as appropriate.
* Deliver SLAs as specified to meet KPIs and enhance the customer experience.
Essential Criteria
* Experience of success within a customer service and sales environment.
* A proven record of delivering the right outcome, first time for Customers.
* A strong communicator, with good verbal and written communication skills.
* GCSE Maths and English to level 4 (or equivalent).
* IT literate with the ability to manage multifaceted inboxes, create diary appointments and navigate multiple systems quickly.
* Excellent telephone manner.
Desirable Criteria
* Experience of working for a not-for-profit or voluntary organisation.
* Experience of using a CRM and/or finance software.
* Knowledge of the Housing and/or Care sector.
* Previous customer service / call centre experience.
Pay & Benefits
At Abbeyfield, we are committed to rewarding our staff for their hard work. Our many benefits include:
* 25 days paid leave increasing to 28 days following 5 years service, plus bank/public holidays
* Comprehensive induction
* Up to £27,000 per annum, benchmarked annually
* Pay progression within role based on skills and contribution
* Learning and career development opportunities
* Medicash – Get help with your medical expenses
* BenefitHub – Great savings on hundreds of brands
* Life Assurance
* Occupational sick pay
* Company pension
* Discounted gym membership
* Employee assistance programme
* Cycle-to-work scheme
* Blue light Card – Discount for workers in the social care sector
Employment details
* Seniority level: Entry level
* Employment type: Full-time
* Job function: Other
* Industry: Non-profit Organizations
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