Job Title: Customer Service Advisors

Locations: Chelmsford, Essex CM1

Contract Type: Temp ongoing

Work Pattern: Full time and part time

We are looking for a contact centre advisor on a temporary term contacts. As a Customer Service Advisor, you will be the first point of contact in providing outstanding customer service to a diverse range of customers and residents over the phone. You will be providing advice and assistance on a range of housing related enquiries, diagnosing, troubleshooting, and booking in repairs, fielding customer account queries and supporting vulnerable residents via the careline.

• Part-time CSA Role: 20 hours per week, with 5 shifts of 4 hours each, Monday to Friday. Shift options are 11:00-15:00 or 13:00-17:00 (one vacancy per shift).
• OOH (Out of Hours) Role: 20 hours per week, averaged over a two-week rota. Weekday shifts are 17:00-22:00, and weekend shifts are 08:00-16:30 (includes a 1-hour unpaid lunch).
• Week 1: Monday, Thursday, Friday
• Week 2: Tuesday, Wednesday, Saturday, Sunday
• Weekend Role: 20 hours per week, working Saturdays and Sundays from 11:00-22:00, with a 1-hour unpaid lunch.
• Full-time Night Shifts: A 4 on / 4 off rotation, working from 17:00-04:00 with a 1-hour unpaid lunch.

Job Role -

• Provide prompt, friendly, and professional assistance to customers and residents, addressing their inquiries and concerns with empathy and efficiency.
• Offer advice and information on a wide range of housing-related topics, helping residents navigate their housing options and services.
• Diagnose and troubleshoot issues, schedule repair appointments, and coordinate with maintenance teams to ensure timely and effective resolutions.
• Field customer account queries, assist with billing inquiries, and provide guidance on payment options and account management.
• Provide compassionate support to our most vulnerable residents via our careline service, ensuring they receive the assistance and resources they need.
• Use your problem-solving skills to address and resolve customer issues, escalating complex cases to senior team members when necessary.
• Maintain accurate and detailed records of customer interactions and transactions, ensuring data integrity and confidentiality.

Candidate Requirements -

• Call centre experience
• Excellent communication and problem-solving skills
• Ability to establish genuine human connections with a diverse range of customers
• Computer literacy and multitasking skills
• Flexible and proactive approach to work
• No previous housing experience or knowledge necessary

The pay range for the role is £18.65 - (£20.52 out of hours rate) per hour LTD company rate. The PAYE equivalent is £14.19 - (£15.61 out of hours rate) per hour, inclusive of holiday.

If you are interested in this position and meet the above criteria, please send your CV now for consideration.

If you require any additional information regarding the position, please call Lewis at Service Care Solutions on 01772 208 966 or send an E-Mail to Lewis.Hodson@servicecare.org.uk