Customer Service Officer

For almost 70 years, Abbeyfield Living Society has been a leading provider of housing and care for older people across England. Our work is guided by five core values – Care, Compassion, Community, Integrity and Excellence – and we are proud of the difference our teams make every day in the lives of residents, colleagues and local communities. Are you someone who thrives on making a difference? Join us and build a rewarding career as a Customer Services Officer, where your skills and compassion truly matter.

Role: Customer Service Officer

Location: Remote/Home Based with travel to Solihull every 3 months

Hours: 35 Hours a Week. 9am – 5pm

Contract: Permanent

Pay: Up to £27,810 per annum

The Role of Customer Service Officer: Your role will be to provide a high quality, effective and professional customer service and sales service ensuring a positive experience for residents, families, staff, and external stakeholders. This role is crucial in upholding Abbeyfield's values by delivering exceptional customer service, building strong relationships, and contributing to a supportive and welcoming environment across the Society. As the Customer Services Officer, you will support with a diverse range of enquiries, providing information, resolving issues, and escalating complex matters as needed, while maintaining accurate records and contributing to continuous improvement of customer service processes.

Main Responsibilities:

• Ensuring enquiries are maximised: 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.
• Customer Admissions: 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. To arrange and co-ordinate the provision and completion of contracts/documentation. Capture, analyse and regularly report on Customer satisfaction with the admissions process.
• General Enquiries and Customer Service: Handle all in-bound (non-enquiry) calls, ensuring handling in a timely and professional way. Providing accurate and appropriate information to callers, always striving for a 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. SLA’s are delivered as specified, to enhance the customer experience at meet KPI’s.

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 to 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.

Rewards & Benefits: At Abbeyfield Living Society, we are committed to rewarding our staff for their hard work. Our benefits include:

• £27,000 per annum salary
• Up to 33 days paid leave, including bank/public holidays.
• 3 extra days annual leave after 5 years service
• With Dayforce Wallet, access your extra pay instantly, with no waiting until payday!
• Book Virtual GP appointments, claim back healthcare and dental expenses with Medicash
• Comprehensive induction and training
• Pay progression within role based on skills and contribution
• Learning and career development opportunities – support with on-the-job qualifications
• Occupational sick pay
• Company pension and life assurance
• Employee Assistance Programme
• Discounted gym membership
• Cycle to work scheme
• Shop and save vouchers
• Opportunity to obtain Blue Light Card discounts
• A menopause-friendly accredited organisation

Please note this role will require eligibility to work in the UK and two satisfactory employment references. You may be asked to provide details regarding convictions; failure to disclose convictions may result in an offer of employment being revoked.