Contact Centre Advisor

Contact Centre Agent
£27,220 per annum
Ealing/Hybrid
37.5 Hours, Permanent, Monday-Friday

Role Purpose:

We’re looking for dedicated and passionate Customer Contact Advisors to join our vibrant customer contact team in the Ealing office. As the voice of A2dominion you will be the first line of support to our customers, managing and resolving each query with a dedicated and positive attitude. No day is ever the same in this role which will often include difficult cases where your exceptional people skills will come into play to deliver a first call resolution. If you want to be in a role that allows you to directly impact our customers experience whilst being part of a fun and engaging team then this is the role for you.

Responsibilities will include:

• Being the first point of contact for all telephone customer contact
• Provide an excellent level of customer service to all customers
• To be responsible for the end to end resolution of all tier 1 customer contact
• Identifying nature of call and escalating complex issues to Tier 2 when appropriate
• Make recommendations for any identified service and process improvements
• Deliver against individual and team KPI’s
• Effectively process repairs, tenancy and replying to miscellaneous enquiries as appropriate
• Effective management of social media communication

More about you:

You will have:

• A real passion for delivering customer solutions
• Knowledge of Microsoft Word, Excel, Outlook
• A commitment to finding the best solutions for each customer enquiry
• The ability to listen to understand our customers’ needs
• An articulate and clear telephone manner
• A desire to be part of a busy and fast paced team

About us:

We are one of the UK’s leading housing associations with a vision to improve people’s lives through high quality homes and services.

We operate across London and the South East, providing affordable, private and social rented homes, student, NHS and temporary accommodation, as well as supported housing and homes for older people.

Choosing us is easy:

The Group is committed to equality of opportunity. We guarantee an interview to anyone with a disability whose application meets the minimum criteria for the post.

We offer a wide range of staff benefits. For this role, these include:

• 25 days’ holiday (Plus Bank Holidays) increasing up to 28 days with 3 years of service
• Up to 8% contributory pension
• Flexible working
• Investment in your learning and development.

In addition, all permanent and fixed-term employees receive a generous annual allowance of up to £300 to use towards health and lifestyle benefits for both you and your family.

If you’ve read about this opportunity and are excited about working for us, but you’re not sure if you’re 100% confident with your experience – we’d still love to hear from you!

Job Types: Full-time, Permanent

Salary: £27,220.00 per year

Benefits:

• Company pension
• Referral programme
• Work from home

Schedule:

• Monday to Friday

Supplemental pay types:

• Performance bonus

Work Location: Hybrid remote in London

Reference ID: req2491
Expected start date: 08/05/2023