What you'll be doing
1. Answering inbound calls, WhatsApp messages, texts, emails, and social media enquiries
2. Handling and resolving customer queries at the first point of contact wherever possible
3. Using multiple systems simultaneously to find information and update records
4. Managing occasionally challenging situations with empathy and professionalism
5. Providing advice and guidance on a wide range of housing-related matters
6. Directing complex queries to the appropriate teams when necessary
7. Working in a fast-paced environment where no two days truly are not the same
What you'll get in return
Beyond a salary of £24,743 and the chance to make a difference every day, you'll get:
8. A salary increase to £28,920 on successful completion of key milestones during your probationary period
9. 26 days annual leave per year (plus bank holidays), increasing to 29 days
10. Your birthday off as an extra holiday
11. Up to 10% matched pension contribution
12. Hybrid working (3 days in office, 2 days at home)
13. Flexible benefits which might include a Health Cash Plan
14. Access to an Employee Assistance Programme for your wellbeing
15. Access to many different career and development opportunities across Curo, once you have been in post for 18-months.
More about you
We value transferable skills from various backgrounds – whether you've worked in retail, hospitality, call centres or other customer-facing roles, your experience could be perfect for this position.
Essential:
16. Experience in a customer service environment with proven problem-solving skills
17. Strong communication skills – both verbal and written
18. Ability to multitask and manage your time effectively
19. Resilience and patience when dealing with challenging situations
20. Computer literacy and ability to learn and use multiple new systems quickly
Desirable:
21. Experience working in a contact centre or housing environment
22. Knowledge of social housing or related sectors
23. Ability to remain calm under pressure
Your working pattern
You'll begin with 4 weeks of training (09:00-16:30), then move to regular hours (08:30-17:00) before transitioning to our shift pattern. This includes rotations between 08:00- 16:30, 08:30-17:00, 09:30-18:00, and one day per week 11:30-20:00.
About the interview process
Our selection process includes an interview, a psychometric assessment and two assessed exercises. Interviews are conducted in-person at our Bath HQ, and you should allow for 1.5 hours. Full details are shared in advance.