Overview
Customer Service Advisors are the first point of contact for all enquiries, by various mediums from members of the public, BCH tenants and Health and Social Care professionals, providing advice and support on a range of enquiries relating to repairs, disrepair and adaptation work to all tenures of properties of some of the most vulnerable residents within Blackpool.
The role requires an excellent standard of customer service along with a pro-active and positive attitude, to achieve outcomes that are right first time for our customers. Through making unprompted extra efforts to satisfy customer needs, avoiding customer complaints, taking ownership of enquiries and proactively feeding back information to customers in a timely manner. The ideal candidate will have excellent customer service skills, accomplished communication and listening skills and display an efficient, effective, professional and sympathetic manner when dealing with customers and treating all enquiries in a fair, sensitive and confidential manner. The role is based within a small team of Advisors located within the wider Repairs Team and it also provides day to day administrative support across the Operations Services and Customer Service teams, which will include recording customer complaints and resolving stage 1 complaints. Applicants should be competent in the use of IT systems, including Microsoft applications, as all repair requests with descriptions are recorded on the Housing Management System.
You should possess demonstrable organisational and time management skills and be able to prioritise your own workload, whilst positively supporting other members of the team and service. You should possess a minimum of 3 GCSEs (or equivalent) to include Math's and English at grade C/4 or above and have a flexible approach to working arrangements to meet service demands. The post holder must have experience of working in a customer service environment, with experience of working in a call centre being desirable.
Disability Confident About 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 .
Every member of staff comes to work here with one vision in mind, "Inspiring People to Build Sustainable Communities" and our values help guide the way we all work towards this. Our 5 core values that reflect the PRIDE that our workforce displays on a daily basis, also guide our conduct and our relationship with customers, partners and stakeholders:
* Positivity
* Respect and Compassion
* Integrity
* Dynamism
* Energy
We can offer you a friendly and inclusive working environment where you can develop yourself and really can make a difference to people's lives across Blackpool. We also offer a fantastic reward and benefits package which includes:
* Competitive rates of pay
* 26 days paid annual leave per annum, in addition to 8 bank holidays
* Attractive and flexible membership of the Local Government Pension Scheme, with excellent employer contributions
* An in-house wellbeing program of wellbeing, social and charitable initiatives with BCH colleagues
* Vivup - the employee benefits scheme for discounts on various high street retailers and cycle to work
* Option to join BHSF - a voluntary salary sacrifice Health Cash Plan Scheme for help with medical costs such as physiotherapy, optical, osteopathy etc.
* Option to join the Blackpool, Fylde and Wyre Credit Union for preferential rates on financial services
* 24/7 Employee Assistance Programme and access to counselling services
* Enhanced maternity, paternity and adoption pay schemes
* A wide variety of training and learning and development opportunities
* Staff Suggestion Scheme
* Free annual flu vaccinations and Occupational Health Support
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