Customer Services Advisor

Location: Hybrid - Sevenoaks, TN13 1AX
Salary: £29,050 per annum (Full-time, Permanent)
Hours: 37 hours per week (Mon-Thurs 8:00am-5:15pm, Fri 8:00am-5:00pm, shift pattern)
Closing Date: 8:00am on 15 November 2024
Interview Date: Week commencing 18 November 2024

Purpose of the Role:
As a Customer Services Advisor, you'll provide tailored, first-time solutions across all contact channels, ensuring customers receive exceptional service.

You will have the opportunity to make a real impact by delivering a positive, high-quality experience and actively listening to customer feedback to help continuously improve the service.

Responsibilities:

• Deliver consistently excellent customer service through phone, email, social media, and web, aligning with service standards and customer service KPIs.


• Personalize the service to meet each customer's unique needs, supporting diverse communities.


• Manage challenging conversations and resolve complaints with professionalism and empathy.


• Work collaboratively with colleagues, partners, and contractors to provide a seamless, joined-up service.


• Embrace learning and development opportunities to keep your skills and knowledge current.


• Promote digital service options to tenants, including the tenant portal and website.


• Participate in training and workshops, applying best practices from the “Making a Difference” program.

About You:

• Experience in customer service or contact center environments, with a commitment to making a positive difference.


• Excellent communication skills across phone, email, live chat, and social media.


• Confident using Microsoft Office and internal systems, with a willingness to learn new ICT tools.


• Strong decision-making abilities and a solution-focused approach, especially in challenging situations.


• Ability to work accurately and prioritize tasks in a fast-paced environment.


• Understanding of equality and diversity principles in customer service.

What We Offer:

• Competitive salary


• Generous annual leave with an additional three days for Christmas


• Company pension scheme, life cover, and health cash plan


• Wellbeing grant and paid time off to volunteer


• Hybrid working with an expectation of two-fifths office-based each week