We are currently looking for a Customer Service Advisor to join our team in Salford. In this exciting new role you will play a key part in providing exceptional service to our customers across multiple channels, including phone, face-to-face, email, and social media. You will handle a wide range of customer inquiries, ensuring that each interaction is professional, efficient, and meets the highest standards of customer satisfaction.

Pendleton Together are a part of the Together Housing Group. We’re a social landlord in Salford working to give everyone a safe, and comfortable place to live. We are a non-profit organisation, meaning any money we make is invested back into the company for the benefit of our residents and local communities.

Requirements

Outline of key responsibilities for the Customer Service Advisor…

• Provide in depth support to resolve and complete enquiries and transactions received by the Customer Service Centre via a range of methods
• Communicate effectively to meet customers’ needs, listening and building rapport to ensure the best outcome is achieved and high levels of customer satisfaction are maintained.
• Assist and advise potential and existing customers using a computerised customer relationship management system (CRM) and a wide range of other systems on a full range of issues including but not limited to, general queries, rent account queries, waiting list enquiries, repairs and maintenance requests, anti-social behaviour, estate services and complaints.
• Foster a collaborative team environment by sharing knowledge, best practices, and experiences, while supporting one another to achieve the best possible outcomes for customers, built on a foundation of openness, trust, and cooperation.
• Escalate enquiries to the relevant specialist officer where appropriate
• Be responsible for delivering performance in line with agreed quality standards.
• Be responsible for ensuring all systems are accurately and consistently maintained and updated, fully recording all enquiry
• Provide a comprehensive reception service to visitors and customers at office locations where appropriate.

We are looking for someone who has…

• Significant experience of working within a high demand front line customer serving environment in either a face-to-face or telephone environment
• Proven ability to work on own initiative and as part of a team supporting colleagues, taking initiative and demonstrating self-motivation to achieve results.
• Demonstrate a commitment to delivering excellent customer service to a diverse range of customers through a logical approach to dealing with problems or challenging/demanding situations.
• Ability to handle enquiries across a wide range of functions with minimal referral, including the handling of complaints
• Ability to demonstrate an awareness of the needs of customers (from a diversity perspective) and to be able to respond appropriately
• An understanding of the role of Housing Associations
• Ability to manage a variable workload and demonstrate strong prioritisation skills
• Present information in an accurate, clear and considered manner (e.g. via written and oral communication)
• Have a working knowledge of Microsoft Office applications, specifically Word, Excel, Outlook

Benefits

In return, we are offering the successful candidate in the Customer Service Advisor role…

• Starting salary of £24,549
• Annual pay scale increase
• 27 days holiday (rising to 32 over 5 years’ service) + bank holidays
• This role provides a hybrid working arrangement starting in the second month. Initially, it requires full-time office attendance during the first month. Once the hybrid schedule begins, you will have the flexibility to work from home for two days each week.
• A flexible working environment, with a range of family friendly policies
• You will be working 37 hours per week Monday-Friday. Working arrangements are flexible in line with our Smart Working culture so that we deliver an excellent and accessible service for customers.
• Wide range of technical, professional, and personal development training opportunities
• Attractive pension scheme
• Health and wellbeing benefits including access to GPs
• A range of financial and lifestyle benefits including cycle to work, vehicle leasing and financial advice
• We have a range of staff support networks, including menopause, culturally diverse, LGBTQ+ and disability.
• To view the full range of our award winning benefits click on the Employee Benefits Link

Please ensure you fully answer the questions on the application form.

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