At a Glance
- Tasks: Support tenants with housing queries and ensure high customer satisfaction.
- Company: Unity Homes and Enterprise, a visionary organisation focused on community and inclusivity.
- Benefits: 27 days leave, flexible working, and an occupational pension scheme.
- Other info: Join a dynamic team dedicated to building sustainable communities.
- Why this job: Make a real difference in people's lives while developing your customer service skills.
- Qualifications: Strong communication skills and a passion for helping others.
The predicted salary is between 22000 - 26000 £ per year.
Company Description
Unity Homes and Enterprise (Unity Housing Association) is dedicated to building strong, sustainable neighborhoods through high-quality housing and social and employment opportunities.
Formed in 1987, Unity is a modern, successful, and visionary organisation that represents the needs of tenants from all ethnic backgrounds, with a particular history of serving Black and minority ethnic communities in Leeds.
In addition to delivering affordable homes, Unity supports local enterprise by providing and facilitating business support services.
As a registered social landlord with over 1,400 properties in Leeds and Huddersfield, the organisation focuses on offering choice, improving life opportunities, and addressing inequalities.
Working Location
Our office is at 113-117 Chapeltown Road, LEEDS, LS7 3HY. You will be based at the Leeds Media Centre, 21 Savile Mount, LEEDS, LS7 3HZ.
Hours of Work
35 hours per week, to be worked Monday to Friday.
Benefits
27 days leave plus bank holidays, Occupational Pension Scheme, flexible working and family friendly policies.
- Objectives of the post
- To support the Housing Operations Directorate and Enterprise Team to deliver an efficient and effective service.
- To be a strong communicator and accurately record information.
- Be the first point of contact for tenants on all housing matters and tenants of Leeds Media Centre.
- Undertake all actions to provide a high level of customer satisfaction and take ownership of enquiries.
- Support Unity’s vision and corporate objectives.
- Contribute to continuously improving levels of customer satisfaction.
- Deliver services that are inclusive and meet the needs of all our tenants.
- Key tasks
- Greet all visitors courteously and with respect.
- Ensure that all enquiries in person, over the phone and via email are dealt with appropriately and in a professional timely manner.
- Ensure that the reception area is kept clean, tidy and displays are up to date with the correct information and the GDPR process is adhered to.
- Be the first point of contact for the organisation's customers, assisting with a range of enquiries and liaising with other staff members as required and signposting customer queries appropriately where necessary.
- Focus on creating a first‑time resolution for the customer ensuring queries are dealt with where possible at first point of contact, taking ownership to resolve queries effectively.
- Take and process rent payments and provide initial advice on rent accounts and arrears to customers.
- Undertake effective administration of the repairs process to include call‑handling, email responses, diagnosing faults, raising jobs, allocating and issuing jobs, managing work in progress, updating, and completing works on the system in a timely and effective manner.
- Apply sound judgement to resolve all customer queries, dealing with them timely and sensitively for satisfactory resolution.
- Demonstrate empathy, professionalism and the ability to manage conflict, achieving a balance between requirements of customers and internal stakeholders.
- Liaise with contractors to assist with appointments and queries about repairs.
- Maintain a high standard of health and safety in accordance with current policy and legal requirements.
- Assist the housing, maintenance and letting teams with any administration duties that may be required.
- Follow current reporting procedures in relation to anti‑social behavior. Liaise with the relevant Housing Officer, tenants and relevant external agencies.
- Provide a reception service at the LMC building including greeting visitors and clients, sign‑posting visitors to the correct offices, to deal with the incoming and outgoing post/deliveries.
- Assist the Enterprise Manager to manage the Leeds Media Centre, in terms of customer service and maintenance.
- Provide all necessary and appropriate administration support, including post and room bookings.
- Be positively involved in self‑development and participate in training courses.
- Be flexible in approaching duties and responsibilities as service needs arise.
- Any other appropriate duties required by the role.
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Customer Service Assistant in Leeds employer: Unity Homes and Enterprise
Unity Homes and Enterprise is an exceptional employer that prioritises the well-being of its employees while fostering a strong community spirit in Leeds. With a commitment to inclusivity, flexible working arrangements, and generous benefits such as 27 days of leave plus bank holidays, Unity not only supports personal growth through training opportunities but also empowers staff to make a meaningful impact in the lives of tenants from diverse backgrounds. Join us in our mission to create sustainable neighbourhoods and enhance life opportunities for all.
Contact Details:
Unity Homes and Enterprise Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Assistant in Leeds
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Unity Homes and Enterprise. 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 Unity Homes and Enterprise 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 Assistant in Leeds
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 Unity Homes and Enterprise:Your cover letter is your chance to shine! Tell us why you want to work at Unity Homes and Enterprise 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 Unity Homes and Enterprise!
How to prepare for a job interview at Unity Homes and Enterprise
✨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.
