At a Glance
- Tasks: Be the first point of contact for customers and resolve their queries with a friendly approach.
- Company: Join Soha Housing, an award-winning housing association focused on community and support.
- Benefits: Enjoy a supportive work environment, career growth, and the chance to make a difference.
- Other info: Work in a vibrant atmosphere with opportunities for learning and personal development.
- Why this job: Help people find homes while developing your customer service skills in a dynamic team.
- Qualifications: Experience in customer service and excellent communication skills are essential.
To be the first point of contact for Soha customers and work as part of a busy team to deliver a high-quality customer service. To maximise satisfaction by establishing the customer needs, being polite and courteous, resolving their queries and keeping them well informed at all times.
Key Duties
- To effectively handle incoming telephone calls, emails, app enquiries, online chat and social media on a wide range of issues and give advice or take action as appropriate.
- To manage and investigate all incoming complaints at first point of contact. This will include determining the reason for the complaint, deciding action to be taken and agreeing a resolution.
- Issue responsive repair orders to contractors and provide telephone advice to tenants as appropriate including scheduling contractor appointments.
- Liaise with technical officers to seek advice on complex repair queries and with contractors to progress outstanding orders to completion and to the tenant’s satisfaction.
- To deal with rent queries, take payments, set up payment plans, request direct debits and deal with rent arrears at first point of contact.
- Accurately record all customer contacts on Soha’s CRM system and allocate workflow tasks accordingly. This includes monitoring personal and team tasks to ensure they are completed on time and to the resident’s satisfaction.
- To maintain up to date knowledge and a good understanding of Soha’s services, procedures and projects in order to resolve calls at first point of contact.
- Carry out any other administrative tasks in line with the general responsibility of the post as directed by the line manager.
- To cover the public office reception as required.
- To maintain computer-based customer and property records, regularly updating information to ensure data held is accurate and complete.
What you will need;
- Experience of working in a customer service environment.
- Experience of handling a high volume of calls on a daily basis.
- Excellent telephone manner with well-developed questioning skills and a diplomatic approach.
- The ability and resilience to handle complex and challenging calls effectively using your own initiative.
- Excellent communication and interpersonal skills, including good listening and questioning skills, showing sensitivity, empathy and the ability to record information accurately.
- Experience of and commitment to delivering focused customer services with a ‘can do’ attitude.
- The ability to take ownership of tasks and work accurately and flexibly within a busy team.
- Ability to learn and maintain up to date information about Soha’s business.
- Ability to work well under pressure.
- The ability to meet call handling targets.
- Good IT skills including Word, Excel, Outlook and Teams and the ability to quickly learn how to use Soha’s in-house IT systems.
It would also be nice to have;
- Experience of working in a call centre.
- Experience of working in the housing sector or a maintenance environment.
- A qualification or professional accreditation in customer service.
The Company
Soha Housing is a successful, award winning, community-based mutualised housing association working in and around Oxfordshire and neighbouring counties. Our team help to provide homes and services for affordable rent and properties for shared ownership.
With exciting changes in the way we’re working, we are now expanding our team. If you are interested in joining a friendly, supportive organisation and you share our vision for strong, vibrant and sustainable communities, where everyone can find a home, then we’d like to hear from you.
Residents First
We put people at the heart of our decisions, which are made with humanity.
Constantly Learning
We are constantly learning and restless about excellence. We incentivise curiosity, and act to make things better, as we learn from every experience.
One Team
We take ownership of our work and lead from the front.
Kindness in Truth
We strive for honesty, clarity, and kindness in all our relationships and we treat feedback as a gift, wanting to see staff, residents and communities fulfil their potential.
Fewer Better Rules
We operate with fewer, better rules as we value simplicity, expecting everyone to solve problems, exercise good judgement and take responsibility.
Customer Service Advisor employer: Soha Housing Limited
Soha Housing is an exceptional employer, offering a supportive and collaborative work environment that prioritises community engagement and employee development. As a Fire Safety Officer, you will play a crucial role in ensuring the safety of residents while benefiting from ongoing professional growth opportunities and a commitment to work-life balance in the beautiful Oxfordshire area.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Soha Housing Limited. 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 Soha Housing Limited 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 Service 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 Soha Housing Limited:Your cover letter is your chance to shine! Tell us why you want to work at Soha Housing Limited 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 Soha Housing Limited!
How to prepare for a job interview at Soha Housing Limited
✨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.
