We currently have a fantastic opportunity to join our Operational Repairs and Maintenance Team as a part-time Customer Service Advisor and you might be exactly who we’re looking for!
The role - Ref: 24/088
Customer Service Advisor
Scale 2/3: (£24,027 – £25,183 pro-rata, per annum)
Permanent
18.5 hours per week (Monday, Tuesday and Wednesday AM)
Customer Service Advisors are the first point of contact for all enquiries from members of the public, BCH tenants, and Health and Social Care professionals, providing advice and support on a range of enquiries relating to repairs, disrepair, and adaptation work to properties of vulnerable residents within Blackpool.
The role requires an excellent standard of customer service along with a pro-active and positive attitude, to achieve outcomes that are right first time for our customers. This includes making unprompted extra efforts to satisfy customer needs, avoiding complaints, taking ownership of enquiries, and proactively feeding back information to customers in a timely manner.
The ideal candidate will have excellent customer service skills, accomplished communication and listening skills, and display an efficient, effective, professional, and sympathetic manner when dealing with customers, treating all enquiries fairly, sensitively, and confidentially.
The role is based within a small team of Advisors located within the wider Repairs Team and also provides day-to-day administrative support across the Operations Services and Customer Service teams, which includes recording customer complaints and resolving stage 1 complaints.
Applicants should be competent in the use of IT systems, including Microsoft applications, as all repair requests with descriptions are recorded on the Housing Management System.
You should possess demonstrable organisational and time management skills and be able to prioritise your own workload while positively supporting other members of the team and service.
You should possess a minimum of 3 GCSEs (or equivalent) to include Math and English at grade C/4 or above and have a flexible approach to working arrangements to meet service demands. The post holder must have experience of working in a customer service environment, with experience of working in a call centre being desirable.
About Blackpool Coastal Housing
Blackpool Coastal Housing was set up by Blackpool Council in 2007 to manage their housing stock of almost 5,000 properties. Our goal is to create an organisation that delivers quality services, first time, every time, within a culture that puts people at the heart of everything we do.
BCH continues to expand its services across many areas and we currently employ just under 200 committed and valued staff.
Our services include an Operations Service providing responsive repairs to our valued tenants, empty homes management, and refurbishment/capital works across Blackpool. Supported Housing; including supported living in Sheltered Schemes, Young People’s Resettlement Schemes including Care Leavers and Emergency Housing for those that find themselves homeless. Our Care and Repair Service allows Blackpool residents to remain in their own homes through the Adaptations team providing the necessary aids/adaptations for this to be achieved.
BCH is a dynamic, ambitious, and forward-thinking organisation who strives to be the best at everything we do, whether that's repairing a boiler or building a new home.
We know that our people are our most valuable assets, and we want to find and nurture the best people to help us deliver excellent customer service. By working together, we can make a real difference – Inspiring People to Build Sustainable Communities.
If you have a strong customer focus and want to join an ambitious, growing organisation, we will help you to develop skills and achieve your own personal goals.
BCH is a great place to work
Every member of staff comes to work here with one vision in mind, “Inspiring People to Build Sustainable Communities” and our values help guide the way we all work towards this.
Our 5 core values that reflect the PRIDE that our workforce displays on a daily basis, also guide our conduct and our relationship with customers, partners, and stakeholders:
* Positivity
* Respect and Compassion
* Integrity
* Dynamism
* Energy
BCH is a great place to work and has recently received two prestigious Awards at the 2022 Northern Housing Awards for the Best Approach to Employee Wellbeing and the Best Approach to Diversity and Inclusion.
We can offer you a friendly and inclusive working environment where you can develop yourself and really can make a difference to people’s lives across Blackpool.
We also offer a fantastic reward and benefits package which includes:
* Competitive rates of pay
* 26 days paid annual leave per annum, in addition to 8 bank holidays
* Attractive and flexible membership of the Local Government Pension Scheme, with excellent employer contributions
* An in-house wellbeing program of wellbeing, social, and charitable initiatives with BCH colleagues
* Vivup - the employee benefits scheme for discounts on various high street retailers and cycle to work
* Option to join BHSF - a voluntary salary sacrifice Health Cash Plan Scheme for help with medical costs such as physiotherapy, optical, osteopathy, etc.
* Option to join the Blackpool, Fylde, and Wyre Credit Union for preferential rates on financial services
* 24/7 Employee Assistance Programme and access to counselling services
* Enhanced maternity, paternity, and adoption pay schemes
* A wide variety of training and learning and development opportunities
* Staff Suggestion Scheme
* Free annual flu vaccinations and Occupational Health Support
How to apply
This is a great time to join an ambitious, thriving, and expanding organisation. If you like what you’ve read and think you’ve got what it takes to join our team then take action – apply now!
To apply, please visit our website https://www.bch.co.uk/work-with-us to complete an online application, where a full job outline and person specification are available.
Please ensure your application clearly demonstrates your suitability for this position.
Closing date for applications: Sunday 1st December 2024 at 12 Midnight
Interview date: Monday 9th December 2024
Job Type: Part-time
Pay: £24,027.00-£25,183.00 per year
Expected hours: 18.5 per week
Benefits:
* Casual dress
* Cycle to work scheme
* Flexitime
* Free parking
* Health & wellbeing programme
* On-site parking
* Sick pay
Experience:
* Phone etiquette: 1 year (required)
* Customer service: 1 year (required)
* Time management: 1 year (required)
Work Location: In person
Application deadline: 01/12/2024
Reference ID: 24/088
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