Customer Ambassador / Customer Service Advisor
Job Description
Job title: Customer Ambassador / Customer Service Advisor
Company: Estuary Housing Association
Job description: If you’re passionate about providing great customer service, then we’d love you to join us as a Customer Ambassador.The purpose of this key role is to be Estuary’s first point of contact by answering all inbound enquiries received; you’ll be delivering amazing customer service every day by identifying and understanding our customers’ needs and being a positive brand ambassador for Estuary Housing Association.We are looking for someone with a can-do attitude towards achieving our goals and objectives, whilst ensuring our customers are at the heart of what we do. If you enjoy a varied role, are self-motivated, able to balance your workload and work within service level agreements, this could be the role for you.Ideally you will have demonstrable experience of:Proven experience of working within a customer service setting or contact centre environment, manging multiple customer communication channels. This will primarily include inbound calls but will also include email and social media contact.Team working with internal and external partners/customers.Experience of recording and updating administrative records and systems.Experience of using computers and appropriate software.Committed to and pro-actively demonstrates the values of Estuary.Ability to identify, understand and respond to the needs of customers empathically and demonstrate excellent communication skills.Commitment to always delivering excellence in customer service.Self-motivated with the ability to co-ordinate and prioritise own workload and meet required SLA’s.Organised and the ability to multi-task.Resilient, adaptable and open to change and service improvements.Can do attitude towards achieving goals and objectives.Excellent collaborative ethos, working with colleagues to resolve customer enquiries at the first point of contact.Good knowledge of the Housing Sector would be beneficial.So, do you think this is for you? Are you ready for the challenge? Well, if you are, we would love you to apply!*Please note we reserve the right to close the vacancy early in the event of a high volume of applications being received*Closing date: 5th April 2024Interview date: TBCRewards & BenefitsWe offer a range of benefits including an excellent pension scheme, healthcare cash plan, Cyclescheme and season ticket loans. Further to this you can expect generous holiday and paid leave allowances, tailored induction programme and fantastic ongoing training and development opportunities.Values-Based RecruitmentEstuary has a value-based recruitment policy which means our selection process is aligned with our core values of Respect, One Estuary, Accountable and Responsible.Safeguarding & RecruitmentEstuary is committed to safeguarding and practices safer recruitment standards and expects all staff to share the commitment to safeguarding children and people with care and support needs.The successful applicants will be required to provide proof of eligibility to work in the UK. Please note that at this time, we’re unable to accept applications from candidates who require visa/work permit sponsorship. We appreciate your understanding and we welcome applications from all candidates who are eligible to work in the UK without sponsorship.Estuary is InclusiveAt Estuary, we’re committed to embedding equality and diversity at the heart of our work. We aim to be an inclusive organisation, where individual differences are respected, where staff, people who use services, as well as their families and carers, are treated with dignity and on the basis of their merits, abilities and needs, and where everyone has a fair opportunity to fulfil their potential without suffering discrimination or disadvantage.We always strive to recruit the person most suited to the job, and we welcome applications from people of all backgrounds.Anonymous ShortlistingTo further support our aim to be an inclusive employer, we use specific software to remove all person-identifiable information from CVs, including name and dates of employment/education, also date of birth, age and gender where a candidate has included these details in their CV. Your personal details will only be made available to hiring managers if you are selected for interview.Estuary is Disability ConfidentWe’re also a certified Disability Confident Employer, which means we are committed to employing people with disabilities, and that we will:
- Actively seek to attract and recruit people with disabilities
- Provide a fully inclusive and accessible recruitment process
- Offer a guaranteed interview to applicants with disabilities who meet the minimum criteria for the vacancy
- Be flexible with our assessment process to ensure applicants with disabilities have the best opportunity to demonstrate their ability to do the job
- Make reasonable adjustments to support people with disabilities as needed.
AccessibilityIf you are unable to use the online process to apply, please call us on 0300 3045000 to request an application pack in an alternative format.Estuary is a Housing Association with a strong and clear regional commitment within Essex. We work very successfully within every district in Essex, the three outer East London Boroughs and in the Suffolk Coastal District.We currently own and manage over 4600 properties. We are always looking at ways to increase the number of homes we can offer and believe it is important to build communities, not just homes.We are committed to the provision of good-quality housing, care and support services to meet local needs and to contribute to the development of sustainable communities. Our residents are at the heart of everything we do, their views are important to us in helping shaping future services.We employ just over 300 people, two thirds of whom work providing care and support to people with learning disabilities. We also have an army of dedicated people behind the scenes providing a variety of services including rent collection, gardening, estate management and working on projects to build new houses.PLACEHOLDER
Expected salary: £25246 per year
Location: Southend-on-Sea, Essex
