Job Title: Customer Service Officer Head Office Location: Brindley Place, Birmingham Job Location: Methuen Park, Chippenham SN14 0GU Salary: £23,200 per annum Contract type: Permanent Working hours: Full Time (37 hours per week) About the role As a Customer Service Officer in our Contact Centre, you will be the first point of contact for our customers, delivering exceptional support across various communication channels, including phone, email, and online platforms. Your main responsibility will be to resolve customer queries, requests, and concerns at the first point of contact, ensuring a smooth and positive experience for each individual. You will use your judgment and problem-solving skills to handle each enquiry efficiently, ensuring that requests are logged, processed, and tracked according to our service and quality standards. By providing accurate information about our services, policies, and procedures, you will help customers navigate their needs with ease. In addition, you will maintain accurate records of customer interactions, ensuring consistency and reliability in our service delivery. You will also gather valuable customer feedback and represent it within the organisation to drive continuous improvement. As an essential member of our team you will also work closely with colleagues across the business to ensure a coordinated approach to customer service. Additionally, you will take ownership of your personal growth and contribute to the overall success of the team. Please note that if you are successful in this role, we will require a DBS check to be completed. Further details will be sent following offer. About you You are a customer-focused professional passionate about providing excellent service in every interaction. With strong communication skills, you handle enquiries, requests, and complaints confidently across phone and digital channels. Your ability to empathise with customers and understand their needs helps you resolve issues quickly and effectively. You make decisions with ease, following established procedures while maintaining high service standards. You`re detail-oriented, ensuring accurate records and always looking for ways to improve processes and customer satisfaction. You work well in a team, collaborating with colleagues to provide a seamless customer experience. You`re proactive in developing your skills and contributing to the team`s success. Adaptable and resilient, you thrive in a fast-paced environment and enjoy taking on new challenges. If you`re driven to make a positive impact on customers` lives and have an interest in the social housing sector, we`d love to hear from you. Please note that if you are successful in this role, we will require evidence of the required certificates and qualifications for this role. Without this evidence, you would be unable to commence employment at GreenSquareAccord. About us We are GSA, we provide affordable homes and services that create a foundation from which people in our communities can thrive. We own and manage 25,000 homes in diverse communities across the West Midlands and Southwest. Everyone deserves a home, It`s a place from which we build our future, We thrive at home. We are proud to play an active role in dealing with the consequences of the housing crisis, by providing affordable homes for people in our communities who need them most. Often a home is all someone needs, but when our customers need more, we offer a range of services, including care, money advice and coaching to support them. We also provide care and support to some of the most vulnerable people in society. This includes support for people who are homeless, experiencing domestic violence or are part of the criminal justice system. The GSA Way We know that how we do things is just as important as what we do. To help us make a difference, together, we created the GSA Way. A culture we commit to, aspire to, and live and breathe. Commitments and behaviours which together make our organisation what it is. Our five core commitments are: We believe our customer is everything We are one team We are supportive and caring We are business-minded for social purpose We are curious and ambitious. You can read more about the GSA Way in our recruitment pack. Benefits In support and recognition of our colleagues who will help us deliver our employer strategy, we offer a fantastic benefits package. This includes: 25 days annual holiday entitlement A defined contribution pension scheme. Trust based flexible working and a Confidential Employee Assistance Programme (EAP). Two days paid volunteering leave per year Buying and selling of annual leave Opt-in health cash plan with cover on eye test and glasses, Dental, therapy and much more How to apply If this sounds like the exciting new challenge you`ve been waiting for, we`d love to hear from you. Email your Cv to [email protected] or click apply now. All individuals who apply to work at GreenSquareAccord are considered on their merits in line with our Diversity and Inclusion strategy and policy. GreenSquareAccord are a Disability Confident Employer therefore we actively encourage applications from individuals with disabilities and try to provide access, adjustments, equipment or other practical support where required. All applicants with a disability who meet the `essential eligibility criteria` for the role, as detailed in the job description, are guaranteed an interview. If you need any assistance, adjustments or adaptations throughout our selection processes please let us know.