At a Glance
- Tasks: Support customers with queries and complaints via phone, email, and social media.
- Company: Join a dynamic team focused on delivering exceptional customer service.
- Benefits: Gain valuable experience, develop communication skills, and enjoy flexible working options.
- Other info: Opportunity to grow in a supportive environment with a focus on teamwork.
- Why this job: Make a real difference by helping customers resolve their issues and improve their experience.
- Qualifications: 3 GCSEs or equivalent customer service experience required.
The predicted salary is between 24000 - 28000 £ per year.
The Customer Services Team provides support, advice, and guidance to prospective and existing customers on all services across the business. They provide first point of contact resolution where possible and escalate enquiries to the correct teams. The Contact Centre Team is responsible for receiving all inbound customer and other stakeholder enquiries and resolving the majority at the first point of contact. They deal with enquiries over the telephone, via email, chat, and social media interactions. Any queries that cannot be resolved will be escalated to the appropriate team across the group. The team is also responsible for outbound campaign calls for other areas across the business in line with business requirements.
The Complaints Team is responsible for managing all customer complaints across the business. Their role is to ensure that all complaints are investigated, and responses provided within agreed targets. They ensure that all complaints are dealt with in line with the Housing Ombudsman requirements. This role is responsible for the delivery of an effective high quality complaints resolution and investigation service in line with policy and performance requirements. The role is responsible for ensuring the triage or immediate resolution of complaints, delivering appropriate customer outcomes in line with business policies and objectives in response to complaints and enquiries raised by external stakeholders.
Key working relationships
The role holder will develop and maintain effective communication and joint working practices across the business to deliver strong complaint investigation and resolution services. The role holder is required to deal with customers directly by telephone, email and pre-arranged face-to-face meetings and with 3rd parties in responding to complaints e.g. MPs and Councillors. Be the first point of contact for all complaints, MPs and Councillor enquiries. Provide customer focused, high quality complaint resolution service for the business in accordance with Group’s policy and regulatory requirements. Triage all queries/enquiries and resolve at first point of contact where possible. Pass complaints to the Team Leader for allocation to the team. Lead the investigation of stage 1 and 2 complaints proactively, in accordance with complaints policy. Liaise with departmental managers to investigate complaints and challenge proactively where information is not provided, missing or incorrect and actions have not been followed up. Recommend the amount of compensation to be awarded and the reason for it. Manage the relationship with the customer throughout and following the complaint investigation. Proactively manage the relationship with Councillors and MPs to manage enquiries and reduce the number of formal complaints received. Prepare Stage 2 investigation packs and support the preparation and collation of documentation for Housing Ombudsmen enquiries. Work in partnership with other teams to deliver the required level of customer service. Ensure systems are updated with accurate and up to date information so that other teams are aware of the status of customer complaints. Complete any other tasks commensurate with the level and nature of the post as delegated by the role’s line manager.
Key measures of success
- KPIs - dealing with complaints within agreed response times.
- Effectively investigate to reduce the number of Stage 2 complaints (and Housing Ombudsman Investigation).
- Customer Satisfaction.
- Process compliance.
Person Specification
Education & Qualifications
- 3 GCSEs (Level 4 or above) or equivalent relevant customer service experience
- Housing or other relevant qualification
Experience
- Experience in complaint handling
- Experience in a customer facing role
Skills, knowledge & ability
- IT Skills, including Microsoft Office applications
- Excellent communication (oral and written), teamwork and interpersonal skills
- Ability to explain complex information in simple terms and to provide guidance to a diverse range of people
Personal characteristics
- Customer focused
- Confident, resilient and able to deal with conflict/difficult situations in a professional manner
- Ability to work under pressure and meet deadlines
Other
- Must be able to travel independently
Customer Advisor employer: Livv Housing Group
As a Customer Advisor at our company, you will be part of a dynamic and supportive team dedicated to delivering exceptional service to our customers. We pride ourselves on fostering a collaborative work culture that encourages professional growth and development, offering comprehensive training and opportunities for advancement. Located in a vibrant area, we provide a flexible working environment that values work-life balance, making us an excellent employer for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Advisor
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Livv Housing Group. 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 Livv Housing Group 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 Customer Advisor
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 Livv Housing Group:Your cover letter is your chance to shine! Tell us why you want to work at Livv Housing Group 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 Livv Housing Group!
How to prepare for a job interview at Livv Housing Group
✨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.
