Job Title - Customer Service Officer
Head Office Location: Brindley Place, Birmingham
Job Location: Methuen Park, Chippenham, SN14 0GU
Salary - £23,200 per annum
Contract type - Permanent
Working hours - Full Time (37 hours per week)
Closing Date - 18 October 2024
Interview Date - to be confirmed
About the role
As a Customer Service Officer in our Contact Centre, you will be the first point of contact for our customers, delivering exceptional service across multiple communication channels, including telephone, written correspondence, and digital platforms. Your primary goal will be to resolve customer enquiries, requests, and complaints at the first point of contact whenever possible, ensuring a seamless and positive customer experience.
You will use your judgement and decision-making skills to handle each service request efficiently, logging, processing, and tracking enquiries while meeting our service and quality standards. Providing accurate information about our services, policies, and procedures, you`ll be instrumental in helping our customers navigate their needs effectively.
In this role, you will also maintain detailed records of customer interactions, ensuring consistency and accuracy in our service delivery. You`ll actively gather and represent customer feedback within the organisation to drive continuous improvement.
As a key member of our team, you`ll collaborate closely with colleagues across the business, contributing to a cohesive, one-team approach to customer service. Additionally, you will take responsibility for your personal development, aligning with performance objectives and supporting the broader goals of the team.
Please note that if you are successful in this role, we will require a DBS check to be completed. Further details will be sent following offer.
About you
You are a customer-focused individual with a passion for delivering outstanding service in every interaction. With excellent communication skills, you can confidently handle enquiries, requests, and complaints across various channels, including telephone, and digital platforms. Your ability to empathise with customers and understand their needs sets you apart, and you`re committed to resolving issues at the first point of contact whenever possible.
Your strong decision-making abilities enable you to work effectively within established procedures while maintaining high standards of service quality. You are meticulous in maintaining accurate records and are always looking for ways to improve processes and customer satisfaction.
You thrive in a team environment, working collaboratively with colleagues across the business to ensure a seamless and cohesive approach to customer service. You are proactive in your personal development, eager to grow your skills and contribute to the team`s success.
Adaptable and resilient, you handle a fast-paced environment with ease and are always ready to take on new challenges. If you are driven by making a positive impact on customers lives and have a genuine interest in the social housing sector, we would love to hear from you.
Please note that if you are successful in this role, we will require evidence of the required certificates and qualifications for this role. Without this evidence, you would be unable to commence employment at GreenSquareAccord.
About us
GreenSquareAccord is one of the biggest social housing and care providers in England.
We believe passionately in our mission to build better lives and provide social housing and support services to 54,000 people across our four localities. We are proud to play an active role in helping people to deal with the consequences of the housing crisis by providing affordable homes for people in our communities who need them most.
We also provide care and support to some of the most vulnerable people in society. This includes support for people who are homeless, experiencing domestic violence or are part of the criminal justice system.
Our purpose
We are proud to be able to support tens of thousands of people across England by providing affordable housing and care to help people live independently.
Our focus is on building better lives. Everything we do is about people - whether that`s providing a good quality, safe home or providing care which helps someone to live an independent life.
Our colleagues live and breathe this social purpose and we need great people, with skills across a range of disciplines, to make this happen.
Working for GreenSquareAccord gives you the chance to bring your skills and expertise and make a real difference. It doesn`t matter which role you are considering applying for, your work will help thousands of people build a better life.
The GSA Way
We know that how we do things is just as important as what we do. To help us make a difference, together, we created the GSA Way.
A culture we commit to, aspire to, and live and breathe. Commitments and behaviours which together make our organisation what it is.
Our five core commitments are:
- We believe our customer is everything
- We are one team
- We are supportive and caring
- We are business-minded for social purpose
- We are curious and ambitious.
You can read more about the GSA Way in our recruitment pack.
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).
GreenSquareAccord also offer a non-contractual performance-related bonus scheme. Further details will be made available upon joining, along with supporting documentation which can be found on the GreenSquareAccord intranet site.
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.
