Customer Service Advisor

Salary £22,366 per annum FTE

Location Manchester, Greater Manchester - Agile working (with 2 days per week based at our Head Office)

The vacancy

1x Permanent, Part Time (30 hours per week, Monday – Friday)

1x Temporary, Full time (35 hours per week, Monday – Friday, shifts set via rota for a 6 month fixed term contract)

Closing date: 21st February 2024

Interview date: TBC

Interview location: Soapworks, Salford Quays, Manchester

Our organisation is all about people – the people who live in our homes, the communities we serve, and those we work with. So, it’s no surprise that we recruit for attitude and behaviour which are central to us building relationships and delivering great experiences for these people. We employ colleagues who are passionate about making a difference who will take responsibility to get things done.

As a not-for-profit housing association, we provide homes and services to over 20,000 people across Greater Manchester. We build more affordable new homes, make a difference in the communities we serve, and support our colleagues to enjoy work, learn and grow.

We are looking for an experienced customer service professional to join our Customer Service and Support Team. You will support customers through a growing range of digital channels such as telephone, live chat, social media and email while also helping them to navigate our customer app/portal.

In this role, you will be responsible for:

Provide excellent customer service across our telephone, live chat, social media and email channels.
Demonstrate the ability to communicate to a high level, in both written and verbal format, answering a full range of customer enquiries, relating to repairs and maintenance, lettings, neighbourhood management, complaints, rents, leasehold and customer involvement. This includes undertaking outbound calls where appropriate.
Support customers while navigating our customer app/portal and encourage them to use the functionality available there. This also includes assisting them should they have a technical issue.
To resolve customer enquiries within the first contact helping to maintain our Right First-Time ethos.
Provide a service tailored to each customer’s specific needs and perspective, following the Mary Gober International approach.

We need people who are/ have:

The ability to demonstrate an example of excellent customer experience
An understanding of what a Social Housing Association does and Irwell Valleys ambitions
Proficient with MS Office package – notably Word, Excel and Outlook
Experience of working within a customer service team
Experience of working within a digital led multi-channel contact centre would be a distinct advantage

Working hours will be between 8am and 6pm Monday to Thursday and 8am to 5pm on Fridays on a rota basis. No weekend working.

You will be required to be in the office for 2 days per week and can work 3 days at home and you may be required to be in the office more depending on training and probationary period.

Everyone’s welcome here. Our culture is inclusive, and we are committed to increasing diversity. We enable everyone to be themselves at work, so that they feel at home with us. And we trust and support people to do their best, in a role that is fulfilling and rewarding because we know that this helps us to deliver better outcomes for our customers and our colleagues.

If you want to be part of our team and help us make a difference, we’d love to hear from you.

#CustomerServiceAdvisor #contactcenter #callcenter #CustomerService #housingjobs #recruiting #Manchesterjobs

The company

Irwell Valley Homes is a housing association providing affordable homes and services to over 16,000 people across Greater Manchester and employing over 280 colleagues.

We are a charitable, registered provider of social housing and offer homes mainly for social rent, with a small number for affordable rent, market rent and shared ownership. We also provide homes with support for people with dementia, mental health issues, learning and physical disabilities, those who have been made homeless and people affected by domestic abuse.

As well as providing homes, we deliver services and support to customers and work in partnership with specialist organisations to help them sustain their tenancies and get on in life. And we engage with customers to shape services and review our effectiveness.

How we work

Accreditations

Good Employment Charter

Disability
Confident

Armed Forces Covenant

Living Wage Employer

Houseproud

Documents