At a Glance
- Tasks: Support tenant engagement activities and drive meaningful service improvements.
- Company: One of the North East's largest housing providers, dedicated to helping people find homes.
- Benefits: 28 days annual leave, health cash plan, gym discounts, and a generous pension scheme.
- Other info: Flexible working options and a commitment to equal opportunities.
- Why this job: Make a real difference in people's lives while gaining valuable experience in customer engagement.
- Qualifications: Experience in community engagement and proficiency in Microsoft Office.
If you're passionate about making a real difference to customers, then our Customer Engagement & Scrutiny Co-Ordinator role is for you. Join us to support impactful engagement that drives meaningful service improvements.
28 days annual leave (plus bank holidays) for full-time employees; pro-rata for part-time employees.
Working from home up to 2 days per week.
Health cash plan membership so you can save money by claiming cash back over £1000 each year - towards essential healthcare such as dental, optical, physio and loads more. We’ll also cover the costs of including any dependent children in the scheme up to the age of 21 or 24 if in full time education that you may have.
Access to savings on gym memberships plus cash back and discounts on purchases from major retailers including supermarkets, travel, cinema and more.
Generous pension scheme with life insurance of 3 x salary.
About the Customer Engagement & Scrutiny Co-Ordinator Role:
- Supporting the Customer Engagement and Scrutiny Lead in the planning and delivery of tenant engagement activities, including focus groups, surveys, and consultation sessions.
- Community-based engagement events and drop-ins.
- Supporting facilitation and tenant participation for both in person and virtual engagement sessions.
- Helping to create a welcoming, inclusive, and accessible environment for all tenants involved.
- Providing administrative support for all engagement activity, including supporting the coordination of engagement calendars, invitations, and follow-up communications to our customers.
- Supporting tenants to understand information, documents, and policies in accessible formats.
- Ensuring tenant insight is captured clearly and accurately to inform service improvement.
- Supporting tenants to share their lived experience and feedback effectively.
- Ability to engage confidently with a wide range of people both over the telephone and face to face.
- Experience of using Microsoft Office (particularly Word, Excel, and Outlook).
- Experience working with tenants, communities, or in a social housing environment.
- Understanding of customer engagement, consultation, or community involvement.
- Experience supporting events, meetings, or workshops.
- A full UK driving licence although not essential.
We’re all about helping people in need of housing. We believe a good home makes lots of other things possible, so we provide great homes and services that do just that. We’re one of the North East’s largest and most successful housing providers; building, renting, selling and managing homes as well as providing services to over 60,000 customers.
The Group is fully committed to the promotion of equal opportunities and we particularly welcome applicants from groups who are currently under represented at Bernicia.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Coordinator (full-time) in Ashington
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Bernicia. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Bernicia before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Bernicia:Your cover letter is your chance to shine! Tell us why you want to work at Bernicia specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Bernicia!
How to prepare for a job interview at Bernicia
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
