At a Glance
- Tasks: Support vulnerable customers by handling emergency calls and scheduling repairs.
- Company: Join Beyond Housing, a company dedicated to making a difference in the community.
- Benefits: Enjoy flexible working, generous holidays, and a competitive salary with great perks.
- Other info: Be part of a team that values recognition and offers excellent career growth.
- Why this job: Make a real impact while developing your skills in a supportive environment.
- Qualifications: Strong communication skills and a customer-focused attitude are essential.
The predicted salary is between 30000 - 40000 £ per year.
Two advisors are being recruited to join our team, working 33.6 hours per week on a shift pattern of 2 days, 2 nights, followed by 6 days off. This role provides in‑ and out‑of‑hours call handling support to vulnerable customers and includes escalation of calls linked to our Reach & Respond services. You will also deal with telephone enquiries from our own customers and from other providers for whom we deliver out‑of‑hours emergency call handling services.
Responsibilities
- Respond to emergency calls, remaining calm and confident under pressure to support vulnerable customers.
- Handle reports of emergency repairs, diagnose issues and schedule appointments for out‑of‑hours repairs.
- Process community alarm activation calls.
- Prioritise calls during busy periods while maintaining a high‑quality service.
- Respond to customer enquiries through email and text messages and maintain accurate customer records.
- Escalate calls linked to Reach & Respond services as required.
- Use IT software such as Microsoft Excel and Word to manage information.
Qualifications
- Excellent communication and interpersonal skills.
- Strong organisational and multitasking abilities.
- Ability to work under pressure and remain calm in emergency situations.
- Customer‑focused attitude and willingness to build relationships.
- Experience with call handling or similar customer service is desirable.
- Competence in IT tools, including Microsoft Excel and Word.
Benefits
- Agile working – up to two days from home after initial settlement.
- Generous holiday entitlement – up to 39 days (incl. bank holidays) after 5 years’ service, with the option to purchase additional days.
- Competitive salary with annual cost‑of‑living rise.
- Real Living Wage as defined by the Living Wage Foundation.
- Competitive pension scheme with generous employer contributions.
- Life assurance and generous bereavement leave.
- Health cash plan covering basic medical expenses and free flu jabs.
- Free tea, coffee and cordial.
- Recognition schemes such as weekly ‘Cheers For Peers’, ‘Star of the Quarter’ and an annual Star Awards event.
- Long‑service awards every 5 years.
- Cycle to work scheme and cycle parking.
- Cash‑back and discount schemes with retailers and leisure providers.
- Salary‑sacrifice electric vehicle lease scheme.
At Beyond Housing, we are committed to ensuring all applicants are treated fairly throughout recruitment and selection. Applicants shall not be discriminated against on the basis of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation.
Reach & Respond Advisor in Redcar employer: Beyond Housing
Beyond Housing is an exceptional employer that prioritises the well-being and development of its employees. With a supportive work culture that values teamwork and recognition, employees enjoy generous benefits including agile working options, extensive holiday entitlement, and a competitive pension scheme. The company fosters growth through various recognition schemes and long-service awards, making it a rewarding place to build a meaningful career while supporting vulnerable customers in the community.
StudySmarter Expert Advice🤫
We think this is how you could land Reach & Respond Advisor in Redcar
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Beyond Housing. 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 Beyond Housing 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!
We think you need these skills to ace Reach & Respond Advisor in Redcar
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 Beyond Housing:Your cover letter is your chance to shine! Tell us why you want to work at Beyond Housing 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 Beyond Housing!
How to prepare for a job interview at Beyond Housing
✨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.
