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- Tasks: Provide exceptional customer service through calls, emails, and web chat.
- Company: Join a caring team at Yorkshire Housing with ambitious growth plans.
- Benefits: Competitive salary, 26 days annual leave, and top-notch tech for remote work.
- Why this job: Be the voice of Yorkshire Housing and make a real difference in customers' lives.
- Qualifications: Excellent communication skills and experience in a busy contact centre.
- Other info: Inclusive work environment with opportunities for career growth.
The predicted salary is between 26343 - 26343 ÂŁ per year.
Are you looking for a dynamic and rewarding career in an exciting customer facing role? Do you enjoy talking to people and solving their problems? If so, you might be the perfect fit! We’re on the lookout for our next intake of Customer Experience Advisors to work in our contact centre.
So, what’s in it for you?
- Salary ÂŁ26,343.86 for a 35-hour week plus benefits
- Full time hours, Monday to Friday (with a 3 week rotating shift pattern 8-4, 9-5, 10-6)
- 26 days annual leave (raising annually to 31 days) plus Bank Holidays
- Some top of the range tech and office furniture to carry out your job from home
- A contributory pension scheme where we will match your contributions up to 9%
- A benefits platform that suits everyone
The role:
As our Customer Experience Advisor, you’ll be the voice of Yorkshire Housing, you’ll take pride in being our friendly, calm, and professional first point of contact for our customers, providing excellent service and support. You’ll handle inbound and outbound calls, answer questions, resolve issues, and respond to emails. You’ll also have the opportunity to learn new skills, work with a diverse and friendly team, and grow your career with us.
Whether it’s through calls, emails, web chat, or text, you’ll provide a fantastic and positive customer experience.
Here’s what you’ll be doing:
- Customer obsessed service: Delivering an excellent customer experience within our high-performing contact centre team, focusing on first-time resolution.
- Problem solver: Handling a wide variety of queries, including income, tenancy management, repairs, lettings, and anti-social behaviour.
- Tech-savvy: Creating and updating customer records using our systems, ensuring accuracy and efficiency.
- Proactive communicator: Keeping customers up to date with information relating to their queries through various channels.
- Supportive advisor: Promoting and assisting customers to use our self-service portal and booking appointments for required services.
You’ll be part of a supportive team but it’s important to mention that a large proportion of this role will be home-based, so you need to be comfortable with this way of working. There will be some in person in office working at least monthly.
What we need from you:
We’re looking for folk who are customer-focused – or as we say at Yorkshire Housing, "Customer Obsessed”, along with the below:
- You should have excellent people and communication skills, with the ability to adapt to and meet each customer’s needs.
- Previous experience working in a busy contact centre, with the ability to keep accurate notes, prioritise calls, multi task and meet KPI’s (Key Performance Indicators) and SLA’s (Service Level Agreements).
- A calm, empathetic, and clear telephone manner is essential, along with quick, solutions-focused thinking and the ability to work independently.
- Resilience and the ability to handle difficult situations objectively are important, as is strong organisational skills and attention to detail.
- Experience of using a Customer Relationship Management (CRM) System.
- You should have comprehensive IT experience, especially with MS products, and a stable home internet connection (minimum 75Mbps).
Check out the Role Profile attached for full requirements!
At YH, we’re actively building a work environment that’s inclusive as well as diverse, where everyone can contribute their best work and be themselves. We believe difference is what makes us stronger and recognise the importance of our teams reflecting the communities we serve, so we welcome and encourage candidates from all backgrounds for this role.
If you require additional support with your application, please contact our recruitment team - recruitment@yorkshirehousing.co.uk.
The closing date for applications is 06.04.26 but we may close earlier if we find the right candidates. We’re also looking for candidates based in and around West Yorkshire exclusively for this campaign.
We’re constantly on the lookout for this role so please don’t be disheartened if you don’t hear from us right away, we will keep you on file for the future!
We’re going to be getting in touch with candidates as applications roll in, initially our recruitment team will be putting in conversations virtually with you before you receive a full invite to our assessment centre.
If you’re applying internally, you must inform your line manager (it’s the right thing to do!).
Remote Customer Experience Advisor | Multichannel Support employer: Yorkshire Housing
Contact Detail:
Yorkshire Housing Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Remote Customer Experience Advisor | Multichannel Support
✨Tip Number 1
Get to know the company! Before your assessment, do a bit of research on Yorkshire Housing. Understand their values and what makes them tick. This will help you connect with the interviewers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since this role is all about customer interaction, try role-playing common customer scenarios with a friend. This will help you feel more confident and prepared to handle any tricky situations during the assessment.
✨Tip Number 3
Be ready to showcase your problem-solving skills! Think of examples from your past experiences where you successfully resolved customer issues. This will demonstrate your ability to think on your feet and provide excellent service, which is key for this role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you’re proactive and keen to join our awesome team at Yorkshire Housing!
We think you need these skills to ace Remote Customer Experience Advisor | Multichannel Support
Some tips for your application 🫡
Show Your Customer Obsession: Make sure to highlight your passion for customer service in your application. We want to see how you've gone above and beyond to help customers in the past, so share those stories that showcase your dedication!
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the skills and experiences mentioned in the job description. We love seeing candidates who take the extra step to connect their background with what we’re looking for.
Be Clear and Concise: When writing your application, keep it clear and to the point. We appreciate well-structured applications that are easy to read. Avoid jargon and make sure your personality shines through!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role right there!
How to prepare for a job interview at Yorkshire Housing
✨Know Your Customer Service Basics
Brush up on the fundamentals of excellent customer service. Understand what it means to be 'customer obsessed' and think about examples from your past experiences where you went above and beyond for a customer.
✨Familiarise Yourself with the Role
Read through the job description thoroughly and make notes on key responsibilities. Be ready to discuss how your skills align with handling queries related to income, tenancy management, and repairs.
✨Prepare for Common Scenarios
Think about potential customer scenarios you might face in this role. Prepare responses that showcase your problem-solving skills and ability to remain calm under pressure. Practising these can help you feel more confident during the interview.
✨Show Off Your Tech Skills
Since the role requires tech-savviness, be prepared to discuss your experience with CRM systems and MS products. You might even want to mention any specific tools you've used in previous roles that could relate to this position.