At a Glance
- Tasks: Deliver top-notch customer support and resolve enquiries 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 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.
Customer Experience Advisor: First-Contact Housing Support in Glasgow employer: Scottish Federation of Housing Associations
Maryhill Housing Association is an exceptional employer that prioritises a supportive and collaborative work culture, fostering employee growth through continuous training and development opportunities. Located in the vibrant Glasgow area, we offer a competitive salary and a commitment to corporate responsibility, ensuring that our team members are engaged in meaningful work that positively impacts the community. Join us to be part of a high-performing team dedicated to delivering outstanding customer experiences in housing support.
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 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! Since you'll be handling a variety of enquiries, role-play common scenarios with friends or family. This will boost your confidence and prepare you for those tricky questions during the interview.
✨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 as a Customer Experience Advisor at Maryhill.
✨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: First-Contact Housing Support in Glasgow
Some tips for your application 🫡
Show Your Customer Service Skills:Make sure to highlight your experience in delivering top-notch customer service. We want to see how you've handled enquiries and resolved issues in the past, especially in fast-paced environments like this one!
Be Specific About Your Experience:When you’re writing your application, be specific about your previous roles and responsibilities. Mention any relevant experience with tenancy management, repairs, or handling complaints – it’ll help us see how you fit into our team.
Tailor Your Application:Don’t just send a generic application! Tailor your CV and cover letter to match the job description. Use keywords from the listing to show that you understand what we’re looking for in a Customer Experience Advisor.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way to ensure your application gets to us directly and allows you to showcase your skills effectively!
How to prepare for a job interview at Scottish Federation of Housing Associations
✨Know Your Stuff
Familiarise yourself with the key responsibilities of a Customer Experience Advisor. Understand the common enquiries you might face, like 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
Since this role involves a lot of customer interaction, practice clear and effective communication. Think about how you would explain complex issues simply. You could even role-play with a friend to get comfortable with handling different types of customer queries.
✨Demonstrate Problem-Solving Abilities
Prepare examples of how you've resolved customer issues in the past. Highlight your ability to take ownership of queries and provide timely follow-ups. This shows that you can handle complaints professionally and aim for early resolutions, which is crucial for this role.
✨Be Ready to Collaborate
This position requires working closely with internal teams and external partners. Think of times when you've successfully collaborated with others to achieve a goal. Emphasising your teamwork skills will show that you can contribute to a seamless customer journey.
