Customer Service Advisor

We have a small number of Customer Service Advisor opportunities – you’ll be joining a team who excel at providing excellent customer service. You will be homebased, ideally living in Warrington, as it is essential you live within a reasonable travelling distance of our Head Office in Birchwood, Warrington, to attend the office for meetings and training courses. Realistically you will be required to visit our Head Office twice a week.

You’ll be working 35 hours per week doing 7 hours a day on a rota basis between Monday-Friday 8am to 6pm. Bank Holidays are also worked on a rota basis between 10am and 2pm.

Please note that during your first 4-5 weeks, you will be based full time at our Head Office in Birchwood to complete your training.

First and foremost, as a Customer Service Advisor you will be handling incoming queries by phone and email, providing first line support to tenants, seamlessly switching between taking calls to dealing with digital enquiries. One of the great things about this role is having the opportunity to make a real difference for every customer. Whether it’s diagnosing a repair or dealing with something a little more complex (like antisocial behaviour) we believe every contact counts and you will be supported to provide first call resolution whenever possible.

To be a successful Customer Service Advisor here at YHG, you will have:

• Resilience – you’ll be dealing with challenging situations and must remain calm under pressure
• Excellent communication skills – the ability to engage with customers from all backgrounds, some of whom may be vulnerable or have additional needs
• A positive, ‘can-do’ attitude – always looking for ways to help and improve the customer experience
• Strong problem-solving skills – able to think on your feet and make decisions confidently
• ICT literacy – ability to use and update multiple systems efficiently while handling contacts
• Effective contact centre call-handling skills – experience in a busy customer service environment

Ideally you will:

• Have social housing experience
• Have a passion for delivering consistently high levels of customer service and making a positive difference to our customers lives
• Be a real team player, working closely with colleagues within your own team and cross department decisions

This role is really suited to someone who is passionate about taking a “Right First Time”.

In return we offer £23,593 whilst in probation, rising to £25,840 upon successful completion of probation for a 35 hour week, and 25 days annual leave (holidays also increase with time served) plus Bank Holidays, but our employee offering provides much more than just a competitive salary and holiday allowance.

We offer a home working culture, giving you more time at home, no more daily commute or the expense that comes with that. However, we know that those social interactions with your teammates are also important, so we have a state-of-the-art collaboration space based in Birchwood, Warrington (which you’ll need to be able to comfortably commute to when needed for team days, meetings, and training etc).

On top of this, we’ll provide you with a great benefits package, including a contributory pension where we match whatever you choose to contribute (up to 8%), an advanced level healthcare cash that doesn’t just provide dental and optician cashback but also health and wellbeing benefits (such as 24/7 GP Access, money back from prescriptions and alternative therapy treatments) and an amazing discount scheme that gives you access to half price cinema tickets, subsidised gym memberships and a huge range of discounts with some of the biggest high street and online names.

Your Housing Group is a registered social landlord helping people at every stage of life to live in quality homes they can afford. As one of the North’s sector-leading landlords, we are proud to play our role in tackling the UK's housing crisis by continually reinvesting in our 29,000 properties and tailoring our services to meet the diverse needs of our customers. We also build over 1,000 new homes each year.

We’re an employer of choice, over 88% of colleagues here recommend us as a 'great place to work'.

Your Housing Group values diversity and encourages applications from all communities. Your Housing Group operates a Guaranteed Interview Scheme for any applicants who declare they have a disability, if these applicants meet the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview. Your Housing Group welcomes applications from our customers, however, access to confidential information and probity will be explored to determine whether there is a potential conflict of interest or security issue present which may prevent the Group from being able to proceed with the application.