Customer Services Advisor (x2)

About Us…

We as an organisation are proud to provide homes for thousands of people within our communities. We are one of the largest housing associations in Wales and provide 10,000 homes and a diverse range of services to our residents, their families, and communities.

We have a vision of ‘prosperous people and places’ and we as an organisation understand the importance of looking after our employees. Our workforce are dedicated to reach this vision through ensuring Trivallis is a great place to work and live.

Are you looking for a career where you can make a real difference to the quality of people’s lives and our services? Come and join Trivallis on this exciting journey.

About the Role...

We are looking to recruit an experienced customer focus Contact Centre advisor with exceptional customer service To provide exceptional customer service where you go above and beyond what the customer expects, to demonstrate empathy and take that extra step to make them feel that you understand what they are going through and you want to deliver the best experience they have ever had.

About you...

The successful candidate will have:

• Essential - Experience as an advisor in a contact centre or a more complex customer services role, ideally within a housing environment.
• Experience in meeting key performance indicators and SMART objectives.
• A good standard of verbal and written communication, which is clear, concise, and easily understandable.
• The ability to problem solve, use own initiative, and the ability to make decisions.
• Attention to detail and good quality record keeping and administration.
• The ability to work under pressure, demonstrate resilience, and are able to deal with conflict and challenging situations in a calm, empathetic, and professional manner.
• Have a positive commitment to teamwork and collaborative working, engaging in open and honest communication.
• Have good knowledge and experience of Microsoft 365 and Dynamics.
• Be willing to undertake any further training and development that updates job knowledge including systems, processes, and procedures.
• Have an understanding of the importance of complaints.

What You’ll Do...

• Record details of anti-social behaviour calls effectively, demonstrating attention to detail when extracting the facts of the situation.
• Effective complaint handling through the recording of accurate detail and allocation for resolution to appropriate team.
• Meet key targets, standards, and performance expectations for all areas of customer services including call answering rates, quality of advice, follow-up work.
• Maintain and improve quality results by adhering to standards and quality documents.
• Assist with administration and monitoring of email, social media accounts and Web enquiries.
• Diagnose initial repair reports through effective questioning and process works orders categorising priority in line with Trivallis guidelines and targets, providing customers with a convenient appointment time.
• Recording using business internal systems to accurately record customer contact relating to all enquiries and transactions.
• Support reception, dealing with customer enquiries and providing advice and assistance.
• Ensure that availability targets are met and staff rotas are followed in order to maximise productivity.
• Be Compliant with Performance Standards, Service delivery plans, Contact Centre service standard operating procedures and Trivallis’ policies and procedures.

Benefits...

We are committed to ensuring Trivallis is a great place to work. We are constantly reviewing the benefits that we offer to our workforce. As well as aiming to achieve a positive culture we offer a competitive pay and benefits package, some of which are listed below:

• A generous 30-day annual leave entitlement.
• Local Government Defined Pension scheme.
• Healthshield cash back plan for you and your family.
• Flexible working.
• Learning and development programme where we invest in your personal development.
• Opportunity to be involved in facilitating the diversity and inclusivity across Trivallis.

How to Apply...

If you’re interested in applying for this role, then check out the Role Profile and see if you’ve got the skills, experience, and knowledge we’re looking for.

Applications close at Midnight on Thursday 8th June 2023. If you’d like an informal chat about the role before applying, contact Karen Boyland via email

Interviews will be held on the 15th & 16th June 2023.