At a Glance
- Tasks: Deliver exceptional customer service across multiple channels in a fast-paced environment.
- Company: Join Wheatley Solutions, a leader in customer service excellence.
- Benefits: Competitive salary, pension scheme, generous leave, and wellness support.
- Other info: Inclusive workplace committed to diversity and personal growth.
- Why this job: Make a real difference by helping customers with their needs and improving their lives.
- Qualifications: Experience in customer service, strong communication skills, and digital literacy.
The predicted salary is between 25099 - 30677 £ per year.
Salary: SCP 23 – 26 (£32,458 - £35,620) per annum pro rata
Contract: Permanent/Temporary
Hours of work: Full-time, 35 hours per week - work five days over seven, Monday to Sunday, between the hours of 08.00am and 10.00pm. Part-time hours available.
Locations: Edinburgh, New Mart Road.
Are you passionate about delivering exceptional customer service? Do you have excellent IT skills and the ability to adapt to change and thrive in a digital environment? Come and join Wheatley Solutions as a Customer Service Advisor.
About the role
This is an opportunity to join a highly motivated and experienced team who deliver a wide range of services to our customers in a multi-channel environment, from telephony to online SMS Webchat and email. The primary role of the post is to provide a professional, consistent and outstanding level of customer service in a fast-paced environment. You will be required to respond to customer queries through a variety of channels but primarily over the telephone, ensuring that the query is fully resolved at the first point of contact or by referral to a specialist team. The role covers all aspects of the service, with enquiries ranging from diagnosing and ordering repairs to providing general housing advice and taking payments. While operating across the full breadth of customer services, there will be a particular focus on supporting Lowther customers, with an emphasis on factored homeowners. This includes delivering a responsive, high-quality service that recognises the specific needs and complexities associated with factoring arrangements. We also support our customers to access the wealth of wraparound services available to help improve their lives, well-being and much more.
Who are we looking for?
We want individuals who excel in customer service, who are always striving to go above and beyond for customers and have excellent transferrable skills that will help our Customer First Centre achieve the highest levels of standards and performance. You must have experience in dealing with customers, be able to understand their needs, have excellent communication skills and be computer literate with strong digital knowledge.
The benefits we offer
As part of Wheatley Group, we offer a sector-leading benefits package. The successful candidate will receive:
- a rewarding career with a competitive salary;
- access to a contributory pension scheme;
- excellent leave entitlements;
- enhanced maternity, paternity, adoption and shared parental leave;
- contributions towards dental, optical, driving lessons and more;
- access to staff inclusion networks promoting an inclusive workplace;
- 24/7 access to our employee assistance programme.
Committed to inclusion
At Wheatley, we are always looking to improve diversity within our teams. We want to create an inclusive environment where everyone can contribute their best work and achieve their full potential. We actively celebrate our individual differences and recognise the collective strength this brings to our organisation. It is important our teams represent the communities we serve, and we welcome applications from any underrepresented groups.
Closing date: Wednesday, 26th August at 5pm
For a chat about the role, please contact Louise Wilson, CFC Operations Manager on louise.wilson@wheatley-group.com or Gary Johnston, CFC Operations Manager on gary.johnston@wheatley-group.com
We want all our candidates to shine. If you need any reasonable adjustments to help you feel more comfortable during the recruitment process, please contact recruitment@wheatley-group.com
Customer Service Advisor employer: WHEATLEY GROUP
Wheatley Solutions is an exceptional employer that prioritises a values-driven approach, making a tangible difference in people's lives. As a Group Debt Recovery Officer, you will enjoy a supportive work culture that fosters professional growth and collaboration, alongside competitive benefits such as a contributory pension scheme and enhanced leave entitlements. With a commitment to inclusion and continuous improvement, Wheatley offers a rewarding environment where your contributions are valued and recognised.
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 WHEATLEY GROUP. 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 WHEATLEY GROUP 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 WHEATLEY GROUP:Your cover letter is your chance to shine! Tell us why you want to work at WHEATLEY GROUP 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 WHEATLEY GROUP!
How to prepare for a job interview at WHEATLEY GROUP
✨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.
