At Accent we believe everyone has the right to a safe, secure and warm place to call home. Are you ready to go above and beyond to help our customers with their housing queries?
We’re looking for Customer Service Advisors to join our Housing Services team in Bradford.
About the role and person:
* 35 hours per week between 8am and 6pm, Monday - Friday.
* Permanent
As a Customer Service Advisor, you’ll play a key role in helping our customers with a variety of housing-related matters, from simple rent queries to more complex issues like anti-social behaviour. We understand that when people have problems related to their home, it can be a stressful time. That’s where you come in – offering professional, empathetic, and resilient support to ensure customers feel heard and supported.
What’s in it for you?
* Work-life balance: We operate Monday to Friday, 8am – 6pm, so your weekends and evenings are free to enjoy time with friends, family, or hobbies.
* Real Impact: You'll have the satisfaction of knowing you’ve helped resolve important issues and made a real difference to someone's home and well-being.
* Training and Support: We'll equip you with all the knowledge and tools you need to handle queries efficiently. For more complex cases, you’ll work closely with contractors and internal teams to deliver the best solution.
* Team Collaboration: While you’ll often resolve issues independently, you’ll also be part of a supportive, collaborative team focused on delivering top-notch service.
If you're looking for a job that offers more than just taking calls, apply now and be part of a team that helps create a positive impact on our customers' lives and their homes!
The spot salary for this post is £24,241 per annum (£13.32 per hour) for applicants who fully meet the requirements of the post. Applicants, who do not meet all the requirements of the post, will start 5% or 10% below the spot salary.
What will you get from us?
In addition to a competitive salary and agile working, we also have a focus on employees’ development. We support both professional and personal development, ensuring everyone has a development plan and provide access to a wide range of internal and external learning resources.
You’ll also receive:
* 28 days paid holiday (pro-rata excluding bank holidays) per year rising by 1 day per year up to a maximum of one working week.
* A choice of Pension Schemes including a Defined Benefit Scheme with a 7.5% member contribution or a Defined Contribution Scheme with a 4% member contribution and 4% employer contribution. Both pension schemes provide Life Insurance Cover.
* Option to purchase additional holiday of up to 2 of your working weeks (at manager's discretion).
* Employee Assistance Programme.
* "Hapi" Benefits App with multiple discounts.
* Cycle to work scheme.
* Free parking.
What skills/behaviours do you need to be a Customer Service Advisor?
* Strong verbal and written communication skills, with the ability to provide clear and accurate information.
* Experience working in a fast-paced customer service environment, ideally within a contact centre setting, with proven ability to handle high volumes of calls and emails while maintaining service quality.
* Strong problem-solving skills, with the ability to evaluate information and provide appropriate solutions.
* Experience handling difficult and challenging conversations.
* High attention to detail, with experience of accurately recording data and customer interactions within a CRM system.
* Proficiency in Microsoft Office and familiarity with digital platforms.
* Good numeracy and literacy skills, with the ability to understand and explain housing policies and services.
* Strong customer service skills, including conflict management and dispute resolution.
* Resilience in handling challenging customer interactions while maintaining professionalism.
Location
The successful candidate will be required to live within a commutable distance to our Bradford office as this post requires you to be on-site 3 days a week.
We’re a keen promoter of agile working and encourage working from home, as long as we meet our customers’ needs.
We’ll provide you with the equipment and software you’ll need for the purpose of your role; however, it will be your responsibility to have an appropriate space to work from as well as a suitable broadband connection/provider.
Who are Accent?
At Accent, we believe that everyone should have access to an affordable, sustainable, and safe home, and our work across the country aims to do just that.
We’re a national organisation, but with a community focus. We were formed in 1966 and have grown in the time since, and now provide homes and services to over 40,000 customers.
We understand the impact our work can have in creating better places for people to live by providing well-designed housing, which is in short supply, and building sustainable communities where people choose to live. We are proud of our Homes England Strategic Partnership, which allows us to build even more homes in areas of housing need.
But we are not just about building new homes. We invest in our existing homes to make sure they offer our customers the very best in living standards by adapting to meet new ideas, environmental changes, new regulations for safety and security and modern technology to make them a home for life, in every way our customers need them to be.
Caring for our customers also means caring for their environment. With our ambitious energy-efficient development plans, and our retrofitting projects which are modernising our current homes; we are putting sustainability at the fore so that we can drive value for customers now and in the future.
As anchor institutions in the communities where we work, it’s important we leverage partnerships and seek opportunities for customers that provide the foundations for better living. We build relationships which accelerate and advance our work to ensure customers are supported if they need it and can be happy living in their homes.
Our new operating model puts our colleagues in the heart of our communities. We are committed to building strong relationships with our customers and we work alongside them to co-curate the services we deliver.
We never stop evolving – we are ambitious and driven and understand that great performance is a product of an inclusive and supportive environment, where colleagues can thrive and achieve their best. With a new people strategy and corporate strategy which will set out our commitments from 2024-2027, it’s an exciting time to join Accent.
If you require reasonable adjustments to any part of our recruitment process, please let us know; we will ensure requirements are met.
Please don’t delay in submitting your application. Where roles are urgent or we receive a high volume of applications, we may interview and conclude the process prior to any closing date indicated.
If you have any queries about the role, please email: PeopleServices@accentgroup.org.
Please note candidates must have current eligibility to live and work in the UK, Accent do not currently hold a sponsorship license.
We are excited about our future and if you are too, we’d love to hear from you.
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