At a Glance
- Tasks: Deliver top-notch customer service and resolve enquiries in a fast-paced team.
- Company: Join Maryhill Housing Association, a community-focused organisation.
- Benefits: Competitive salary, 35 hours a week, and opportunities for professional growth.
- Other info: Dynamic work environment with a focus on teamwork and customer satisfaction.
- 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.
Closing date for applications: Full salary & employment details 35 hours per week £31,792 to £35,332 EVH Grade 5 PA13 – PA16 Job Type Full Time Email address: recruitment@maryhill.org.uk
Customer Experience Advisor ( 6 Month FTC ) in Glasgow employer: Scottish Federation of Housing Associations
Maryhill Housing Association is an exceptional employer that prioritises a high-quality customer experience within a supportive and dynamic team environment. Employees benefit from comprehensive training, opportunities for professional growth, and a commitment to corporate responsibility, all while working in the vibrant Glasgow area. With a focus on collaboration and continuous improvement, Maryhill Housing Association fosters a culture where every team member can thrive and make a meaningful impact in the community.
Contact Details:
Scottish Federation of Housing Associations Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Advisor ( 6 Month FTC ) in Glasgow
✨Tip Number 1
Get to know the company! Research Maryhill Housing Association and understand their values and mission. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your customer service skills! Think of scenarios related to tenancy management or repairs, and prepare how you'd handle them. Role-playing with a friend can help you feel more confident when discussing your experience.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can provide insider tips about the interview process and what it’s really like to work at Maryhill Housing Association.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It shows professionalism and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Customer Experience Advisor ( 6 Month FTC ) in Glasgow
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Experience Advisor role. Highlight your relevant experience in customer service and how you can deliver a high-quality, responsive customer experience that aligns with our values.
Showcase Your Skills:We want to see your skills in action! Use specific examples from your past roles to demonstrate how you've handled customer queries, resolved complaints, or worked collaboratively with teams. This will help us understand how you can contribute to our fast-paced environment.
Be Clear and Concise:When writing your application, keep it clear and to the point. Avoid jargon and make sure your communication is easy to understand. We appreciate straightforwardness, especially when it comes to customer interactions!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at Maryhill Housing Association.
How to prepare for a job interview at Scottish Federation of Housing Associations
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Customer Experience Advisor. Familiarise yourself with common customer queries related to income, tenancy management, and repairs. This will help you demonstrate your knowledge and show that you're ready to tackle real-life scenarios.
✨Showcase Your Communication Skills
As a Customer Experience Advisor, clear communication is key. Practice articulating your thoughts clearly and concisely. You might be asked to role-play a customer interaction, so be prepared to showcase how you would handle various situations, from resolving complaints to providing updates on services.
✨Demonstrate Problem-Solving Abilities
Think of examples from your past experiences where you've successfully resolved customer issues. Be ready to discuss how you took ownership of a problem and what steps you took to ensure a timely resolution. This will highlight your proactive approach and ability to work under pressure.
✨Familiarise Yourself with Technology
Since the role involves using the Customer Experience & Housing Management System, it’s beneficial to have a basic understanding of similar systems. If you have experience with CRM software or data management tools, mention it during the interview. This shows you're tech-savvy and ready to hit the ground running.
