Customer Service Advisor

Do you get excited by making a difference to peoples lives?

Do you have a great track record in providing great customer service?

We\’re on the lookout forcustomer carechampions andadminsuperstars!

If you\’re passionate about resolving customer queries and have a flair for using Microsoft Excel weve got roles that will let your skills shine.

Weve got multipleCustomer Servicepositions in ourCustomer ServicesandPlanningteams. This is a great opportunity to bring your skills to a team that values precision, positivity and customer care.

Salary: £23, 827 £25,759

Hours: Various hours available between 37 40 hours per week

Shift Pattern: Monday – Friday

Contract Length:Multiple roles available on both Permanent and Contract basis

As aCustomer Service Advisor,you\’ll be the first point of contact for customer enquiries via telephone, email, social media, SMS and web chatresolving issues, diagnosing repairs, managing tenancy queries, processing payments and supporting lettings.

Youll keep our In-House Repairs and Voids Service running smoothly. That means scheduling jobs, coordinating engineers and contractors, tracking progress and ensuring that repairs across homes, void properties and estates are delivered safely, efficiently and within budget.

What is Lincolnshire Housing partnership like to work for?

Were a local housing association with our roots firmly fixed in our Grimsby and Boston communities, many of our colleagues were born in the same areas that we serve. This gives our teams an additional sense of purpose to improve the lives of our customers.

Its an exciting time to join LHP! With the recent approval of our ambitious Everyday Better transformation programme by our Board and Executive Team, were expanding our team.

Check out ourYoutubechannel to hear some stories of what it\’s like to work here!

What benefits will I get from working for Lincolnshire Housing Partnership?

• An employee wellbeing package worth up to £1200 annually through our benefits partner Westfield Health
• Discounted Shopping Vouchers through Westfield Health
• Opportunities to learn new skills and knowledge through our fantastic corporate training programme
• A superb employer salary sacrifice pension scheme with up to 12% paid by LHP
• 24 holiday days a year (plus bank holidays) which will increase by 1 day per year for the first five years of service
• The ability to earn additional holiday days through full attendance
• Mental Health First Aiders across the business, lets be there for each other!
• Career Development & Encouragement

What could a typical week look like as part of our customer service team?

• Act as the first point of contact for all customer queries for all communication channels, including phone, email, social media, SMS and web chat.
• Diagnose various repair issues and categorise them accurately for distribution to the appropriate operatives.
• Take payments from residents for LHP services, including setting up direct debits and tailored payment plans.
• Support key administrative tasks and manage LHPs print and post service.
• Create and update customer records using the relevant internal systems.
• Signpost customers effectively to the appropriate internal departments or external agencies.
• Keep customers informed about the progress of their queries via outbound calls, emails, web chat, portal updates, SMS, or social media.
• Handle customer complaints with professionalism, aiming for immediate resolution wherever possible.
• Work towards agreed performance targets and contribute to the successful delivery of LHPs wider objectives.

For a full list of responsibilities for all roles please download the job descriptions

What Skills, Abilities, Knowledge and Experience will I need?

• Experience of working in a Customer Service environment and evidence of prioritising customers needs
• Experience of working in an office administration environment
• Experience working in a fast-paced environment where planning, organising, prioritising, and multitasking are required.
• Confident communication skills and someone who thrives on connecting with people, solving problems, and delivering outstanding customer experiences across every channel.
• Strong IT skills with the ability to multi-task on a call
• Experience of using Outlook & Teams to collaborate with colleagues
• Exceptional organisation skills with attention to detail
• Confident in dealing with customers and colleagues and able to communicate clearly and effectively at all levels within the organisation
• Flexible, with the ability to prioritise in an environment of constant change

How To Apply

Please attach your most recent CV along with a supporting statement outlining the experience and skills that make you a strong candidate.

If your application matches our criteria, youll be invited to attend one of our assessment centres on either the19th August or 4th September

Please get your application in quickly as we may close the campaign early if we receive sufficient strong candidates.

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