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- Tasks: Lead customer support in a dynamic team, ensuring excellent service and continuous improvement.
- Company: Join BVT, a mission-driven organisation focused on creating thriving communities.
- Benefits: Enjoy 32 days holiday, flexible working, and a competitive pension scheme.
- Why this job: Make a real difference in people's lives while developing your career.
- Qualifications: Experience in customer-focused roles and knowledge of housing regulations required.
- Other info: Embrace a diverse workplace with strong support for personal and professional growth.
The predicted salary is between 36000 - 60000 £ per year.
Full Time: 37 hours per week – Monday to Friday.
Do you have great people skills and a desire to make a difference? This is an unmissable opportunity to work for an organisation like BVT. We are looking for a Senior Customer Support Officer to join our Maintenance Team and help us achieve our strategic aim of Providing Great Homes.
The Senior Customer Support Officer will lead the customer support function within the Maintenance Team, providing an excellent service to our customers across repairs, maintenance, capital works and compliance services. We aspire to having a diverse and inclusive workforce. To help achieve this, we offer job opportunities that are agile and centred on personal and professional development in an environment where well-being and work-life balance is a key part of our culture.
Job ProfileThe Senior Customer Support Officer will champion a customer-first culture, using data and feedback to drive continuous service improvement and compliance with regulatory standards such as the Housing Ombudsman’s Complaint Handling Code and the Tenant Satisfaction Measures (TSMs). You will be working and learning in an environment to advance your experience, skills and develop your career.
Candidate ProfileYou will be values driven and focused on delivering great services. You will have experience in a customer-focused role. You must be experienced with tenant satisfaction measures, regulatory standards and complaint handling with an understanding of housing/property maintenance operations. You put customers first and take pride in delivering a great service. You must have excellent negotiation skills that result in clear actions. You'll need a full driving licence and access to your own vehicle.
BenefitsAt BVT we offer a comprehensive reward and benefits package to assist and support employees with everyday healthcare costs, savings towards leisure activities and planning for retirement. These include:
- Basic 32 days holiday (29 days basic, 3 days at Christmas) plus 8 statutory days.
- Flexible Working.
- A competitive employer contributed pension scheme of 10%.
- Healthcare scheme which is free to all employees offering cashback towards optical, dental, therapy treatments, consultations and scans together with counselling sessions and a 24 hour helpline.
- Savings on leisure activities with Trust Treats, offering discounted products and services both online and on the high street.
- Enhanced maternity, paternity, adoption and shared parental leave.
- Extensive support towards learning and development ensuring that all staff are offered opportunities to develop their skills and careers.
- Life assurance 4x annual salary.
Creating and sustaining communities where people can thrive is our mission and is based on the principles and legacy of our founder, George Cadbury. We are inspired by his legacy, but not afraid to be bold and innovative to meet the needs of people today and in the future. We provide a diverse and comprehensive range of services to communities in Birmingham and Telford. We own and manage some 4,000 properties, and have significant estate management, commercial and agricultural portfolios.
If you require reasonable adjustments and/or support in completing our application process, please contact the HR team by calling 01216671148 or emailing hr@bvt.org.uk.
Senior Customer Support Officer in Birmingham employer: Bournville Village Trust
Contact Detail:
Bournville Village Trust Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Support Officer in Birmingham
✨Tip Number 1
Network like a pro! Reach out to current or former employees at BVT on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by practising common questions related to customer support and housing regulations. We recommend role-playing with a friend to get comfortable and confident in your responses.
✨Tip Number 3
Showcase your passion for customer service during the interview. Share specific examples of how you've gone above and beyond for customers in the past. This will help us see that you truly put customers first!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team at BVT.
We think you need these skills to ace Senior Customer Support Officer in Birmingham
Some tips for your application 🫡
Show Your Customer Focus: Make sure to highlight your experience in customer-focused roles. We want to see how you've put customers first in your previous jobs, so share specific examples that demonstrate your commitment to delivering great service.
Know the Regulations: Familiarise yourself with tenant satisfaction measures and complaint handling standards. We’re looking for someone who understands the regulatory landscape, so mentioning any relevant experience will definitely give you an edge.
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the values and mission of BVT. Show us why you’re a perfect fit for our team and how you can contribute to providing great homes.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role and our organisation there!
How to prepare for a job interview at Bournville Village Trust
✨Know Your Customer Support Fundamentals
Make sure you brush up on your knowledge of customer support principles, especially in the context of housing and property maintenance. Be ready to discuss how you've used tenant satisfaction measures and complaint handling in your previous roles.
✨Showcase Your People Skills
Since this role is all about great people skills, prepare examples that highlight your ability to connect with customers. Think of specific situations where you turned a negative experience into a positive one, demonstrating your negotiation skills and customer-first approach.
✨Understand BVT's Mission
Familiarise yourself with BVT’s mission and values. Be prepared to explain how your personal values align with theirs and how you can contribute to their goal of providing great homes and building communities.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, ongoing projects, or how they measure success in customer support. This shows your genuine interest in the role and helps you assess if it’s the right fit for you.