Customer Service Advisor in Salford

We are seeking a Customer Service Advisor to join our team in Salford. In this dynamic role, you will be instrumental in delivering outstanding service to our customers through various channels, such as phone, in-person, email, and social media. Your responsibilities will include addressing a diverse array of customer inquiries while ensuring that each interaction is conducted professionally, efficiently, and meets our top standards for customer satisfaction.

Pendleton Together are a part of the Together Housing Group. We are a social landlord in Salford working to give everyone a safe and comfortable place to live. We are a non-profit organisation, meaning any money made is invested back into the company for the benefit of our residents and local communities.

Diversity & Inclusion: As an organisation we are committed to having a Diverse and Inclusive workforce. We would therefore welcome applications from candidates with any of the nine protected characteristics. We are also proud to be a Disability Confident employer.

Key Responsibilities:

• Provide in-depth support to resolve and complete enquiries and transactions received by the Customer Service Centre via a range of methods.
• Communicate effectively to meet customers’ needs, listening and building rapport to ensure the best outcome is achieved and high levels of customer satisfaction are maintained.
• Assist and advise potential and existing customers using a computerised customer relationship management system (CRM) and a wide range of other systems on a full range of issues including but not limited to, general queries, rent account queries, waiting list enquiries, repairs and maintenance requests, anti-social behaviour, estate services and complaints.
• Foster a collaborative team environment by sharing knowledge, best practices, and experiences, while supporting one another to achieve the best possible outcomes for customers, built on a foundation of openness, trust, and cooperation.
• Escalate enquiries to the relevant specialist officer where appropriate.
• Be responsible for delivering performance in line with agreed quality standards.
• Ensure all systems are accurately and consistently maintained and updated, fully recording all enquiries.
• Provide a comprehensive reception service to visitors and customers at office locations where appropriate.

We are looking for someone who has:

• Significant experience of working within a high demand front line customer serving environment in either a face-to-face or telephone environment.
• Experience in a contact centre, as the position requires managing a large volume of phone calls.
• Proven ability to work on own initiative and as part of a team supporting colleagues, taking initiative and demonstrating self-motivation to achieve results.
• Demonstrate a commitment to delivering excellent customer service to a diverse range of customers through a logical approach to dealing with problems or challenging/demanding situations.
• Ability to handle enquiries across a wide range of functions with minimal referral, including the handling of complaints.
• Ability to demonstrate an awareness of the needs of customers (from a diversity perspective) and to be able to respond appropriately.
• An understanding of the role of Housing Associations.
• Present information in an accurate, clear and considered manner (e.g. via written and oral communication).
• Have a working knowledge of Microsoft Office applications, specifically Word, Excel, Outlook.

In return, we are offering the successful candidate:

• Starting salary of £25,748.
• 27 days holiday (rising to 32 over 5 years’ service) + bank holidays.
• This role requires full-time office attendance for the first month, then shifts to a hybrid schedule with two work-from-home days per week.
• You will be working 37 hours per week Monday-Friday. Working arrangements are flexible in line with our Smart Working culture so that we deliver an excellent and accessible service for customers.

THG reserves the right to close this vacancy early if sufficient numbers of applicants are received. Therefore, please apply without delay! Please ensure you fully answer the questions on the application form. Due to the nature of the role involving work with vulnerable members of society, this post is subject to a Basic Criminal Disclosure, which will be carried out when a conditional offer is made.