Customer Care Agent - Housing
Customer Service Centre, Francis Street, Hull
£27,118 - £30,258 per year
40 hours per week – Monday to Friday, plus some early evening and weekend working
We are seeking full-time Customer Care Agents to join our Customer Service Centre (CSC) team in Hull. The CSC takes inbound customer calls relating to repairs, incidents, and general housing queries. Sanctuary has around 120,000 properties ranging from General Rented Housing, Housing for older people, Homeownership, Student accommodation, Care & Supported sites, and Commercial properties.
Being on the front line isn’t always easy! Our CSC team handles calls from minor water leaks to more urgent repairs such as no heating or hot water in a full block of flats. We also assist customers looking for a property with Sanctuary, handling tenancy-related issues and answering housing-related queries, including Anti-Social Behaviour. Therefore, we are looking for a particular type of person who is good at resolving complex customer queries and complaints.
Confidence, communication, emotional resilience, and empathy are essential traits for a great Customer Care Agent. With these skills, you can understand and respond well to the different ways that our customers can react, ensuring that they have a positive customer service journey.
The role of Customer Care Agent will include:
* Managing high volumes of both calls and emails and providing excellent customer service by concentrating on resolving the issues on the first contact where possible
* Liaising closely with our housing and maintenance teams to ensure that issues are resolved in a professional manner
* Having empathy and understanding when our customers may be upset or angry
* Listening out for wellbeing cues to identify vulnerable customers and escalate to our regional teams or the welfare services, as/when appropriate
* Communicating with residents, staff, and external agencies to investigate housing and maintenance-related queries and complaints
* Ability to work to deadlines and hit KPIs
* Ability to spot potential for improvements and confidence to make suggestions
* Evening and weekend working includes offering an out-of-hours emergency service
Skills and experiences:
* Previous experience in a customer service or contact centre role is essential, ideally handling inbound calls and emails
* You must also have a professional telephone manner and the ability to cope with a high volume of calls whilst remaining calm under pressure
* You must be able to handle different types of calls and email inquiries, adapting your style to our customers’ needs and be able to navigate computer systems
* Strong organisational skills with the ability to prioritise your own workload, as well as working as part of a team towards shared targets and KPIs
* A positive attitude, a can-do approach, and great communication skills
* Experience of managing a variety of complex inquiries
Why work for us?
Sanctuary Housing is one of the UK’s leading social landlords, providing around 120,000 homes across England and Scotland. We give our residents good quality, affordable homes in communities that they can be proud of. As part of a not-for-profit organisation, we reinvest any surplus we make back into the local communities we serve.
Our Benefits
As part of our commitment to making Sanctuary a great place to work, where your wellbeing is of genuine importance, we have developed an attractive employment package. The package recognises your contribution, supports your physical, mental, and financial health, and gives you the flexibility to tailor your employee benefits by offering:
* 23 days annual leave (rising to a maximum of 28 days) plus public holidays
* A pension scheme with employer contributions from Sanctuary
* Life Assurance
* Employee Advice Service including counselling
* Cycle to Work scheme
* Voluntary health plans
* Employee discounts
* Wellbeing support and tools
* Employee recognition scheme
* Role salary is £27,118, (rising to £28,546 with an additional policy allowance of £1712 per annum after 12 months, subject to satisfactory performance)
To view the job profile, please click here
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