Customer Service Advisor

Our customer service advisers handle a full range of enquiries from tenancy management to repairs and maintenance concerns and aim to resolve these at first point of contact whenever possible.

A day in the life:

You will:

Be in a position to make a real difference to the service we offer our customers. The customer service team has the most contact with our customers and no day is ever the same. You will handle a range of enquiries including:

• Proven ability to work in a fast-paced contact centre environment
• With the ability to respond professionally to a high volume of inbound calls and emails
• Diagnosing and requesting repairs
• Taking payments and providing advice and information about customer accounts
• Advising customers about their housing options
• Providing information and advice about customer tenancy concerns
• Record customer complaints and, whenever possible, resolving them at first point of contact

We are looking for someone who is resilient, capable and resolution focused. Someone who mix empathy with efficiency, to find good outcomes for our customers.

Our customer services team are expected to be great listeners and problem solvers, record accurate notes, follow our policies and processes, and use our IT systems proficiently. Don’t worry, we can give you training on how we do things, what we need you to bring is a can-do, positive attitude, empathy, and a desire to work hard and champion the customer at Wandle.

What you will need to have:

• Experience of working in an inbound housing contact centre environment
• Experience in diagnosing, prioritising, and booking housing repairs
• Experience with assisting customers with Repairs, Income, Tenancy, ASB, Domestic abuse, Estate and Leasehold enquiries
• Experience of working in an environment where team working is fundamental to success
• Great communication and customer service skills
• Strong numeracy, literacy, and IT skills
• Able to mix empathy with efficiency, to find good outcomes for our customers
• Good attention to detail
• Excellent listening skills
• Commitment to Wandle values

What next?

If you want to be part of a winning team that takes pride in delivering excellent customer service to our customers and believe you have the skills and experience to be successful in this role, we would love to hear from you.

Please apply with your CV and supporting statement on no more than two sides of A4 ensuring you address the ‘What you’ll need to have’ section set out in role profile by 28 June 2023.

Interviews and assessments will be held the week commencing 3 July 2023.

Please also note that ahead of the final stage interviews you will be asked to undertake a number of online tests/assessments.

For more information about Wandle, including our corporate strategy, click here: https://www.wandle.com/careers/