Job description
Organisation: Derby Homes
37 hours per week
Temporary for 12 months initially may be extended to 18 months
London Road
TO APPLY FOR THIS VACANCY, YOU MUST DO SO THROUGH THE DERBY HOMES WEBSITE, BY CREATING AN ACCOUNT USING THE “APPLY ONLINE” LINK.
Derby Homes is looking for an experienced and motivated Senior Customer Service Advisor / Trainer to play a key role in delivering high-quality, customer-focused services across our Customer Service Team.
The CST primarily handles customer contact through telephone calls, digital enquiries, and a face-to-face booth service, ensuring customers can access support through a range of accessible channels.
This is an exciting opportunity for someone who is passionate about excellent customer service, staff development, and continuous improvement. You will support Team Leaders, deliver engaging training programmes, champion a Customer First approach, and help ensure that our services consistently meet the needs of our customers.
Key Responsibilities
1. Develop, update, maintain and deliver training programmes that support the delivery of customer-focused services.
2. Support the induction, training and ongoing development of new and existing staff, including apprentices.
3. Assist Team Leaders in supervising day-to-day CST operations to ensure services are efficient, effective and consistent.
4. Support and supervise the CST in the absence of a Team Leader.
5. Advocate and embed a Customer First approach, challenging processes that are not customer friendly.
6. Monitor and support quality assurance activities to maintain excellent service standards.
7. Testing new software releases and system modules.
About You
We are looking for someone who:
8. Has strong experience in customer service delivery.
9. Has experience delivering training or coaching colleagues.
10. Is confident supporting and guiding staff, including apprentices.
11. Understands quality monitoring and continuous improvement.
12. Can review processes with a customer-focused mindset.
13. Has excellent communication skills, both written and verbal.
14. Is confident using multiple IT systems and adapting to new technology.
15. Demonstrates a clear commitment to equality, inclusion and excellent service standards.
16. Can work collaboratively with Team Leaders and Managers to drive performance.
Derby Homes has a national reputation for its excellent services which we know are down to our valued workforce. In return for their hard work we strive to be an employer of choice. We have a range of excellent terms and conditions, including flexible working, work life balance, local government pension scheme, employee health initiatives and green travel options.
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