Customer Services Advisor

Customer Services Advisor

Location: Hybrid - Sevenoaks, TN13 1AX
Salary: £29,050 per annum (Full-time, Permanent)
Hours: 37 hours per week (Mon-Thurs 8:00am-5:15pm, Fri 8:00am-5:00pm, shift pattern)
Closing Date: 8:00am on 15 November 2024
Interview Date: Week commencing 18 November 2024

Purpose of the Role:
As a Customer Services Advisor, you’ll provide tailored, first-time solutions across all contact channels, ensuring customers receive exceptional service. You will have the opportunity to make a real impact by delivering a positive, high-quality experience and actively listening to customer feedback to help continuously improve the service.

Responsibilities:

Deliver consistently excellent customer service through phone, email, social media, and web, aligning with service standards and customer service KPIs. Personalize the service to meet each customer’s unique needs, supporting diverse communities. Manage challenging conversations and resolve complaints with professionalism and empathy. Work collaboratively with colleagues, partners, and contractors to provide a seamless, joined-up service. Embrace learning and development opportunities to keep your skills and knowledge current. Promote digital service options to tenants, including the tenant portal and website. Participate in training and workshops, applying best practices from the “Making a Difference” program.

About You:

Experience in customer service or contact center environments, with a commitment to making a positive difference. Excellent communication skills across phone, email, live chat, and social media. Confident using Microsoft Office and internal systems, with a willingness to learn new ICT tools. Strong decision-making abilities and a solution-focused approach, especially in challenging situations. Ability to work accurately and prioritize tasks in a fast-paced environment. Understanding of equality and diversity principles in customer service.

What We Offer:

Competitive salary Generous annual leave with an additional three days for Christmas Company pension scheme, life cover, and health cash plan Wellbeing grant and paid time off to volunteer Hybrid working with an expectation of two-fifths office-based each week