At a Glance
- Tasks: Deliver top-notch customer support and resolve queries in a fast-paced team.
- Company: Join Maryhill Housing Association, a community-focused organisation.
- Benefits: Competitive salary, full-time hours, and opportunities for professional growth.
- Other info: Dynamic work environment with a focus on teamwork and service improvement.
- Why this job: Make a real difference in people's lives while developing your skills.
- Qualifications: Strong communication skills and a passion for helping others.
The predicted salary is between 31792 - 35332 £ per year.
As a Customer Advisor you will:
- Deliver a high-quality, responsive customer experience within a fast-paced, high-performing team environment.
- Act as the first point of resolution for a wide range of enquiries, including income, tenancy management, repairs, lettings, anti-social behaviour (ASB), and factoring services.
- Provide first-line support for factoring queries, resolving issues where possible and escalating more complex cases appropriately.
- Take ownership of customer queries, resolving them at first contact wherever possible and ensuring timely follow-up where required.
- Work collaboratively with internal teams and external partners to ensure a seamless and efficient customer journey.
- Use the Customer Experience & Housing Management System to accurately record, manage and track all customer interactions and case activity.
- Accurately maintain customer records, ensuring all data is complete, up to date, and compliant with organisational standards.
- Proactively communicate with customers to provide updates, using outbound calls, emails, or social media where appropriate.
- Schedule and manage appointments for services such as repairs and tenancy visits.
- Process customer payments and set up payment arrangements, including direct debits.
- Assess when escalation is necessary and refer cases appropriately, ensuring clear handovers and continuity of service.
- Handle customer complaints professionally, aiming for early resolution and escalating in line with policy where required.
- Work within defined customer experience performance standards, meeting targets relating to quality, resolution times, and customer satisfaction.
- Support wider team functions, including administration related to void works, housing applications, and health & safety compliance.
- Undertake reception duties on a rota basis.
- Gather customer feedback, including satisfaction surveys, and contribute to service improvement insights.
- Assist in the preparation of reports and performance data for management.
Corporate Responsibility
- Work collaboratively with colleagues to deliver services aligned with organisational values.
- Ensure compliance with all regulatory, statutory, and legal requirements.
- Adhere to organisational policies including code of conduct, health & safety, equality and anti-fraud measures.
- Communicate clearly and effectively with customers, ensuring services are accessible and easy to understand.
- Maximise the use of ICT systems, including the Customer Experience & Housing Management system, to improve service delivery and operational efficiency.
- Maintain accurate records and contribute to performance reporting, audit requirements, and continuous improvement activity.
- Actively seek and use customer feedback to support service development and improvement.
General
- Carry out all other reasonable duties as requested by Customer Experience Team Leader.
Customer Experience Advisor: First-Contact Housing Support employer: Scottish Federation of Housing Associations
Home Fix Scotland is an exceptional employer, dedicated to fostering a positive and high-performing culture that prioritises employee wellbeing and continuous improvement. With a commitment to strategic growth and innovation in the housing sector, HFS offers its colleagues ample opportunities for professional development and engagement in meaningful work that directly impacts the community. Located in Scotland, the company values strong internal and external relationships, ensuring a collaborative environment where every team member can thrive.
Contact Details:
Scottish Federation of Housing Associations Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Advisor: First-Contact Housing Support
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Scottish Federation of Housing Associations. 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 Scottish Federation of Housing Associations 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 Experience Advisor: First-Contact Housing Support
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 Scottish Federation of Housing Associations:Your cover letter is your chance to shine! Tell us why you want to work at Scottish Federation of Housing Associations 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 Scottish Federation of Housing Associations!
How to prepare for a job interview at Scottish Federation of Housing Associations
✨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.
