Customer Services Officer

Chippenham

Salary – £23,926 – £26,038 per annum – depending on skills and knowledge

Contract type – Permanent

Working hours – Full Time

Closing Date – 24 July 2022

Interview Date – TBC

About us

In April 2021, GreenSquare and Accord Housing Association merged to create a bigger, better, organisation. GreenSquareAccord now provides over 25,000 homes to more than 54,000 people, we deliver over 3 million hours of care to individuals every year and have a geographical reach from Newcastle upon Tyne to Salisbury, Wiltshire. We have a staff team of approx. 4,000 people.

The GreenSquareAccord story is about building better lives. GreenSquareAccord is committed to building more homes and providing more care and support to more people, whilst still delivering the locally-focused services to the people who need them most.

Everything we do comes back to people – whether that`s providing a good quality, safe home, helping someone to live an independent life, addressing social injustice and equality and everything else in between.

Our vision for GreenSquareAccord is to be an organisation where people can enjoy happiness, health and prosperity.

About the role

We are recruiting for Customer Service Officers in our contact centre based in Chippenham, Wiltshire. Our full time positions are Monday to Friday and part of our rotating shift pattern between the hours of 8am and 7pm, working a total of 37 hours per week.

The role is all about delivering for our customers. Our contact centre is the first point of contact for our customers. It`s our job to provide the support they need and we will equip you to do exactly that!

Some of the things you can expect as part of this role:

  • Answer customer calls/emails and provide accurate, satisfactory answers to their queries or concerns
  • Use our systems to accurately raise new repair requests, review notes from other colleagues and communicate with other departments when required
  • De-escalate situations involving dissatisfied customers, following the appropriate processes to deliver the best outcome
  • Collaborate with team members in a variety of team huddles and team meetings

    • To help you do all of the above to the best of your ability, we will:

  • Arrange for regular catch ups with your Team Leader to review your performance
  • Deliver regular training on our systems and ways of working throughout your induction period and beyond
  • Give you lots of feedback so that we can celebrate when things are going well, or provide additional support if there is something that you`re struggling with
  • Provide real-time support each day

    • About you

    Our contact centre has a wide variety of personalities within it, but one thing that is consistent is that we all come to work to help our customers; so you`d need to have that mindset too!

    Some of the specific things we need from you would be:

  • Strong communication skills, both written and verbal
  • Great active listening skills
  • Stay calm when dealing with difficult situations
  • Exceptional interpersonal and rapport building skills
  • A patient and empathetic attitude
  • Strong time management skills
  • Comfortable working in fast-paced environments
  • Good ability to troubleshoot issues, particularly when customer are reporting faults with their property
  • Computer literacy, we use a variety of different systems
  • Team player

    • Benefits

    In support and recognition of our colleagues who will help us deliver our employer strategy, we offer a fantastic benefits package. This includes; annual holiday entitlement (plus statutory bank holidays); a defined contribution pension scheme; trust based flexible working and a Confidential Employee Assistance Programme (EAP).

    All individuals who apply to work at GreenSquareAccord are considered on their merits in line with our Diversity and Inclusion strategy and policy.

    GreenSquareAccord are a Disability Confident Employer therefore we actively encourage applications from individuals with disabilities and try to provide access, adjustments, equipment or other practical support where required. All applicants with a disability who meet the `essential eligibility criteria` for the role, as detailed in the job description, are guaranteed an interview.

    If you need any assistance, adjustments or adaptations throughout our selection processes please let us know.