We’re Hampshire’s largest provider of affordable homes with around 850 staff. However, we’re more than just bricks and mortar. People are at the heart of our business, whether that’s our employees or our customers. We strive to deliver a great customer experience to our customers, providing a ‘right first time’ service. The Customer Experience team play an important part in helping us all to live our values.
We have various openings for customer experience advisors based in Basingstoke (full time & part time opportunities available). Hours are to be worked between 8.00am – 5.00pm Monday to Friday. Please specify on your application your preference for full or part-time hours. And if you want a part-time role, please let us know your availability to work.
As a customer experience advisor, you’ll be the first point of contact for all customer contact to the contact centre. Predominantly this’ll be via phone, however you’ll also communicate by email, multi-media or other digital channels. You’ll provide a friendly, efficient and helpful first-class customer service to our customers, aiming to provide a ‘right first time’ service. You’ll work with other teams across the business to gain good knowledge of various aspects of housing management and repairs. This’ll help you to handle enquiries at first point of contact, reducing the need to pass on customer details for others to handle. You’ll share your knowledge with your colleagues in true ‘team player’ spirit. This’ll help the rest of your team to learn new and useful information to be able to help our customers. You’ll also learn how to meet the needs of our vulnerable customers and highlight any support issues to the relevant teams.
You’ll have experience in a customer focused role, preferably within a call centre environment. You’ll have a genuine passion for helping people, with the ability to calm down difficult situations whilst always remaining professional. Due to the fast-paced environment, you’ll need to have excellent time management and prioritising skills. Your communication skills will be your forte. This’ll greatly contribute towards your goal of being a ‘champion’ of customer service across the business.
If successfully shortlisted, you’ll be contacted and asked to record some interview questions via video on the recruitment system. And if you’re successful after this, you’ll be invited to an assessment centre on 29 January 2019 at our Basingstoke office.