Connected to our customers and committed to delivering outstanding customer service!
Monday to Friday
35 hours per week
Job Description
Could you guide and inspire our Customer Experience Hub’s Customer Advisors to deliver an outstanding customer experience for Eildon’s customers?
Our Customer Experience Hub is a one-stop shop for customers who wish to obtain housing information and advice, discuss or pay accounts, provide advice and discuss any tenancy issues, report or obtain advice on repairs and neighbour/service complaints.
You’ll oversee daily operations, ensuring effective service delivery across multiple channels, while also supporting team development through coaching, training, and performance management. Working collaboratively, you will manage resources efficiently, contribute to business improvement initiatives, and ensure compliance with Eildon policies and customer standards.
You will have experience of working in a busy call handling environment, have relevant administrative experience, be a confident communicator, be proficient in multiple digital systems, and have experience of managing a team of advisors.
Educated to SVQ 3 / SCQF Level 7, you should be able to plan and organise your workload, manage competing demands, work to tight deadlines, and remain calm under pressure.
Experience of office administration, maintaining computerised systems, and preparing correspondence and reports is essential. Well organised and flexible, you will have excellent interpersonal skills and enjoy working with colleagues and customers.
We offer a defined contribution pension scheme, hybrid working, and flexible working hours. Appointment will be subject to a satisfactory Standard Police Act Disclosure Scotland check.
Our preference is for you to register and complete your application online. Once registered, simply click on the 'Apply' button and complete the application form giving as much information as possible. If you wish to attach any supporting documents, this can be done after submitting your application. If you have any issues with this, please contact the HR Team by email: HRTeam@eildon.org.uk or phone 01750 724050.
Closing date: Sunday 5 January 2025
Interviews will take place week commencing: tba
Interviews will be arranged after the closing date and will take place at our Office in Selkirk.
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