Customer Service Advisors - Redcar & Scarborough
We have several opportunities to join our busy Service Centre as a Service Centre Advisor. The Service Centre is the first point of contact for customers of Beyond Housing who either live in our properties or are applying for a new home. We receive around 25,000 contacts per month through a variety of communication methods, including inbound/outbound calls, emails, live chat, social media platforms and face-to-face in our receptions at Brook House, Scarborough and Ennis Square, Redcar.
Beyond Housing has 15,000 properties across the North East and North Yorkshire. Our advisors deal with queries relating to repairs, general housing enquiries, housing applications and tenancy management.
As the first point of contact, you'll often deal with customers facing urgent or stressful situations. Your ability to remain calm and provide excellent customer service is essential for resolving issues or directing them to the appropriate resources.
This role will include:
* The ability to manage inbound calls, emails and live chat channels promptly in line with our key performance indicators.
* Identifying customer needs and signposting or finding solutions to the issues.
* Maintaining our business reputation for providing excellent customer service and building customer relations.
* Maintaining accurate records of customer interactions in a customer CRM.
* Meeting or exceeding performance targets for customer satisfaction and response time.
* Building great relationships across the business to resolve customer issues.
Balancing empathy with managing customer expectations is key to delivering excellent customer service whilst maintaining realistic outcomes.
We would love to hear from you if you have great communication and customer service skills, enjoy working as part of a team and have the ambition to become part of Beyond Housing and the opportunities that we offer.
The role starts on Band C (£22,335 to £23,895 per annum) with the ability to develop into Band D (£24,369 to £27,158 per annum). We are committed to paying the real living wage as defined by the real living wage foundation, which is higher than the government set national living wage.
We will be holding interactive assessment days, so if your application is shortlisted, you will be invited to an assessment event. The Redcar event will take place on Wednesday 14 May, and Scarborough on Thursday 15 May 2025. You must be able to attend one of these events to be considered.
Our Service Centre Team Leaders would be happy to discuss this role with you if you have any questions. If you fancy an informal chat about the role, call Faye Robinson on 07791 769918, Sarah Collinson on 07876 575601, or Jessica Puckrin on 07973 860148.
The closing date for applications is Friday 2 May 2025. Applications will be reviewed throughout the duration of the advert and we may close it early should enough applications be received. We are not working with recruitment agencies on this vacancy.
We are proud to be an ethical organisation, deeply embedded in our local communities. With over 15,000 homes, 30,000 customers and 750 colleagues, we're changing lives every day. Our mission is simple; to provide homes customers want, services they value, delivered by people who care. We want to help our customers and communities to succeed and thrive. Considerate, collaborative, ambitious and accountable – that’s just our way of life.
Our offices are more than just the space we work in. We encourage inspiration, creativity and productivity in a relaxed and comfortable environment. We’re looking for people who are travelling in the same direction when it comes to the way we work, live our values and deliver our services. Our reward and recognition offer is pretty impressive too!
We have ambitious plans for further impact, and we need the right people to take this leap with us. It may be challenging at times, but you can be assured that it is going to be rewarding and inspiring. After all, we are changing lives, every day, in all that we do.
Our values are extremely important to us and we want all our colleagues to really live our values every day. We are looking for candidates who show they have the skills to do the role and are aligned with our values.
At Beyond Housing, we are committed to ensuring that all applicants are treated fairly throughout our recruitment and selection processes and are not discriminated against on the grounds of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation.
Why choose us?
The team here at Beyond Housing genuinely cares about the work we do to transform the lives of our customers. We think this is a pretty big reason to love your career at Beyond Housing, and that’s why our benefits package shows Beyond Housing genuinely cares about its teams too.
Here are some details of our employment package:
* Agile working – to give you that positive work-life balance. This enables you to work up to two days from home (if your role is suitable for that) after you have settled in and learned the ropes.
* Generous holiday entitlement (up to 39 days including bank holidays after 5 years’ service) with the ability to purchase more if you wish.
* Impressive salaries that match the market rate, with a commitment to an annual cost of living rise.
* Commitment to paying the Real Living Wage as defined by the Living Wage Foundation.
* Competitive pension scheme with generous employer contributions, to help you plan financially for your retirement.
* Life assurance to look after your loved ones should the worst happen to you, and generous time off for bereavement if the worst happens to your loved ones.
* Health cash plan, to claim back basic medical expenses such as optical, dental, and complementary therapies, along with free flu jabs to keep you tip-top.
* A much-needed caffeine boost with free tea and coffee (and cordial for when you’re feeling parched).
* Recognition schemes such as weekly ‘Cheers For Peers’, ‘Star of the Quarter’ and our prestigious annual Star Awards event.
* Long service awards every 5 years.
* Cycle to work scheme and cycle parking (if you’ve got the legs for it).
* Cashback and discounts scheme covering a range of well-known retailers and leisure providers to help your money go further.
* Salary sacrifice electric vehicle lease scheme to support cost effective green travel.
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