The role: Customer Services Advisor – On Call
Location: Bradford
Salary: £24,000 per annum, pro rata, increasing to £25,000 after successful probation
Shifts: Saturday & Sunday 13.30pm – 21.30pm
Contract: 12 Month Fixed Term Contract, 15 hours per week
About the role:
We are the largest not-for-profit provider of housing and care for older people in England and manage 60,000 homes for people in later life across almost 1,700 sites. In addition, we have several private clients that also benefit from our Anchor on Call 24-hour emergency call service.
As part of the On Call team, you will provide assurance, assistance, and practical support to a customer base of around 60,000 Anchor and private customers. The role will include regular liaison with contractors, emergency services, colleagues, customers, and their relations to provide the highest level of service delivery to all customers. Full and ongoing training will be provided.
Reporting to the On Call Team Manager (or Team Leader on shift) and working as part of a team, responsibilities will include:
* Working shifts with up to 13 Customer Service Advisors to deliver a 24-hour community alarm service to customers aged 55 and above across England.
* Managing alarm calls from customers, including medical emergencies, requests for Carer support and property repair, and incoming and outgoing telephone calls, to deliver excellent services in line with established policies and procedures.
* Providing a range of services to scheme customers, contractors, visitors, colleagues, and others, from reassurance and advice to arranging out of hours emergency repairs and emergency services attendance.
* Arranging appropriate assistance, recording outcomes, and ensuring incidents and information are handed to third parties to provide practical assistance.
* Making appropriate judgments based on database information available, established procedures, training, and experience, while having the opportunity to exercise judgment and initiative where appropriate, all supported with the opportunity to seek guidance or escalate alarm calls appropriately to a Team Leader.
* Data inputting from emails and phone calls from operational and other colleagues to maintain an accurate and up-to-date database.
Required Knowledge and Experience:
* Numerate and literate, with working knowledge of MS Office applications, particularly Excel, Outlook, and Word.
* Experience of remote working with customers, e.g., by phone, remotely identifying their needs and expectations.
* Experience of working with older people, community alarms, alarm monitoring, or call centres is not essential but would be beneficial.
* Experience of working to targets/KPIs and driving personal development.
Required Skills:
* Ability, enthusiasm, and passion to deliver high-quality customer service, working professionally and calmly under pressure.
* A 'people person', able to build and maintain strong and effective relationships with internal and external stakeholders.
* Communication is key to your success in this role, which includes a calm, sympathetic, and decisive approach to a wide range of challenging situations.
* Flexible, able to work a variety of shifts, resilient, and adaptable to perform and deliver within an ever-changing environment.
* Effective and accurate written and verbal communication skills with excellent attention to detail.
* Competent in multi-tasking, prioritization, and forward planning, with the ability to manage competing demands.
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