Customer Service Advisors (Inbound Contact Centre)
Do you want to feel proud every day knowing you’ve helped to make a difference to people’s lives? Are you a people-person with good customer focus and exceptional communication skills? We’re looking for keen, enthusiastic Customer Service Advisors to join our contact centre in Horsham!
Customer service is at the heart of what we do at Southern Housing Group. We aim to ensure every customer feels safe and supported in their home. To help us achieve this, we need people who love helping others, enjoy problem solving and are ready to go above and beyond to meet the needs of our customers.
Our customers come from all walks of life, and so do our colleagues. We actively encourage applications from people of any background who can bring an array of experience, skills and culture to our business, making us stronger and united. We celebrate our diversity and offer a safe environment where you can feel comfortable to truly be yourself. We’re proud to be part of various networks including BAME, The Women’s Network, PRISM – we’re also a Stonewall Diversity Champion, allowing those from within the LGBTQA+ community to feel empowered to express themselves freely without prejudice.
You’ll be the 1st point of contact for all customers calling through to the busy contact centre. The calls you’ll receive will vary; some will be transactional queries and some calls will be of a much more sensitive nature. Customers may be upset if they have financial problems, issues with their property, or poor mental health for example, and may just need someone to talk to. Especially during the COVID-19 pandemic, some customers may feel extremely alone, vulnerable or suffering in various other ways. Therefore, it’s important you’re confident when speaking to different customers, providing them with a friendly service, offering empathy and showing understanding of their situation. Being thick-skinned and resilient to volatility will be highly advantageous.
You’ll be based at our modern, vibrant office in the heart of the historic Horsham town; being a convenient location which is close to a selection of shops, bars and restaurants and just a 5 minute walk from the train station. You’ll be working 35 hours per week Monday – Friday, between 08:00 – 18:00 (on a rota basis).
What we need from you
You don’t need to have years of call centre experience; we’ll provide thorough training to give you the knowledge and system skills to set you up for success - as long as you have the right attitude and strong customer service skills. However, let’s be honest, this isn’t a role for the faint hearted. No two customers, problems, or resolution journeys are the same. Sometimes you won’t know the right answer, but we’re looking for someone who is always up for the challenge and resilient to keep going. The role will also involve some admin duties, so you’ll need to be comfortable using various computer programmes, systems and other tools when needed.
What we’ll offer you
- A starting salary of £20,000 per year
- 23 days holidays (plus public holidays) and as we close between Christmas and New Year, we give you another 3 days bonus!
- The chance to buy or sell additional leave
- £250 in vouchers as part of our colleague referral scheme
- Ongoing support for your wellbeing
- An inclusive environment where it’s OK to be you!
- Flexible benefits with some really exciting options which you can find out more about here!
As a Disability Confident employer with disabled-friendly offices and remote working opportunities, we actively encourage everyone to come and work for us, regardless of any form of disability. As such, we’ll happily make any reasonable adjustments throughout the recruitment process to help you, should you need it. If you need additional support with your application due a disability, please contact us at email@example.com and we’ll be happy to help.
Closing Date: 28th July 2021
This hiring process will include telephone interviews as part of the screening.
Please be aware that due to the nature and sensitivity of some of our roles we are not always able to consider applications from Southern Housing Group residents.
Southern Housing Group is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment.
Please note that colleagues who are at risk of redundancy due to the current business reviews will be given priority consideration for this role. Applications from colleagues who are not at risk will be considered if there are no expressions of interest from ‘at risk’ colleagues.