Customer Service Officer

Overview

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.

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

Responsibilities

• 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 ensure that skills and knowledge are kept 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.
• Ensure customers are provided with the information and support they need 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 seamlessly 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.
• Handle all in-bound calls, ensuring handling in a timely and professional way.
• Provide accurate and appropriate information to callers, always striving for first‑time resolution.
• Work collaboratively with colleagues from all departments to provide seamless service to callers.
• Update logs and records as necessary to capture call details, allocating actions to other departments where appropriate.
• Deliver SLAs as specified to enhance the customer experience and meet KPIs.

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 at speed.
• 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

• 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