Customer Advisor (temp)

Ongo Partnership Limited; Scunthorpe; On-site; GBP 25,000; Full time

Job summary

A local housing organization in Scunthorpe is seeking a Customer Advisor (Temporary) to engage with customers effectively. This role involves delivering high-quality service across various platforms while handling queries related to housing services. The candidate will manage enquiries, resolve issues, and maintain records in the CRM system. Essential skills include customer service excellence, strong communication, and attention to detail. Benefits include paid holidays, volunteer hours, and a pension scheme.

Benefits

30 days paid holiday plus bank holidays

15 hours per year paid volunteering

9.5% pension contribution

Home working equipment provided

Local gym discounts

Qualifications

• Proven experience in a busy customer service or contact centre environment.
• Ability to resolve conflicts and handle complaints effectively.
• Strong organizational and time management skills.

Responsibilities

• Deliver excellent contact handling services for customers.
• Process service requests in line with policies and procedures.
• Resolve customer issues and provide solutions.

Skills

Customer service skills

Communication skills

Problem-solving skills

Attention to detail

Resilience

Tools

CRM systems

Omni-channel contact centre technology

Social media platforms

Job description

array(14) {["reference"]=>string(9) "JOB-14773"["title"]=>string(28) "Customer Advisor (Temporary)"["location"]=>string(30) "Scunthorpe, North Lincolnshire"["salaryfrom"]=>string(5) "24828"["salaryto"]=>string(5) "24828"["duration"]=>array(2) {[0]=>string(0) ""[1]=>string(0) ""}["description"]=>array(1) {["#cdata-section"]=>string(13001) "| | || --- | --- || **Job Title: Customer Advisor (temporary)** | **Team: Contact Centre Team** || **Service: Customer Experience** | **Responsible to: Contact Centre Team Leader** |**Salary £24,828 pro rata Position is for 6 - 12 months****Job Summary**As a Customer Advisor, you will be the first point of contact for customers engaging with Ongo. You will play a vital role in delivering high quality, customer focused services by handling a wide range of enquiries across multiple communication platforms including phone, email, webchat, and social media. You will work within a demanding environment supporting customers with queries relating to housing services such as repairs, rent, tenancy management, lettings, and general advice. Your ability to listen actively, communicate clearly and resolve issues efficiently will be key to ensuring customer satisfaction and maintaining Ongo’s reputation for excellent services.**Benefits of working with Ongo include:*** 30 days paid holiday plus bank holidays and your birthday off (pro rata)* Exceptional leave* 15 hours per year paid volunteering* Annual pay review* Mileage reimbursement at 46p per mile* Free parking (pass provided)* “No sick days” voucher* 9.5% pension contribution (Aviva)* 3x salary life assurance policy* Enhanced maternity/paternity pay* Simply Health package (including Pro-counselling for family members)* Housing Perks* Agile working* Home working equipment provided* Local gym discounts* Discounts at Costa and Starbucks (town centre)* Car lease scheme**Main Responsibilities** * Deliver excellent contact handling services for Ongo customers ensuring effective service delivery and resolutions at first point of contact.* You will process service requests in line with policy and procedures ensuring you meet expected timescales and be able to advise customers of the services available to them.* You will be able to diagnose repair requests and question customer effectively and support the customer to self-resolve where appropriate.* Process rent payments and resolve enquiries in relation to payments and arrears.* You will handle enquiries in relation to Lettings, Anti-social behaviour and all tenancy related matters in clear and confident way following set polices and procedures.* You will ensure accurate records and updates to the CRM system are in line with our data standards.* You will be resolving customer issues and agreeing solutions for customers to ensure they are satisfied and actively preventing complaints.* You will actively listen and show empathy to understand the needs of the customers to ensure you deliver the right service.* You will manage contacts for our diverse customers base, and this will mean that you will deal with different vulnerabilities and sometimes conflict.* You will manage multiple contact platforms during your day, being able to transition your skills across telephone, digital contacts and in person contacts effectively.* You will achieve set performance targets and consistently work within these targets to meet your individual and team goals.* The post holder will be expected to be aware of safeguarding vulnerable adults and children and report any concerns via Ongo’s Safeguarding policies and procedures. **Skills, Competence, Experience Required** * Proven experience of working in a busy customer service or contact centre environment.* Experience of delivering quality services to a diverse customer base including external agencies and internal departments.* Demonstrate excellent customer service skills* Have experience working with CRM systems and Omni channel contact centre technology* Be able to use and understand social media platforms to manage customer enquiries.* Strong communication skills, both written and verbal with ability to deal sensitive and complex enquiries professionally* Strong problem-solving skills and attention to detail.* Ability to work independently and collaboratively across teams.* Demonstrate resilience and the ability to adapt to changing demands.* Ability to deal with and resolve conflict.* Social housing experience and knowledge of the core landlord functions and regulations.* Have basic knowledge of current Housing Regulation and Legislation* Have experience handling and effectively resolving complaints.* Excellent organisational and time management skills, with the ability to prioritise multiple contacts Closing date for applications Wednesday 7 January Assessment Centre will be held Monday 19 January. Successful candidates from this will be invited to interview that afternoon. We are committed to building an inclusive workplace that reflects the diversity of the communities we serve. We welcome applications from individuals of all backgrounds, including those from ethnically diverse communities, disabled individuals, and others who may require workplace adjustments. If you require any support during the application process, please let us know, and we will be happy to assist# Customer Advisor (Temporary)**Job type:** Temporary**Salary:** £24,828per annum**Location:** Scunthorpe, North Lincolnshire## About this role| | || --- | --- || **Job Title: Customer Advisor (temporary)** | **Team: Contact Centre Team** || **Service: Customer Experience** | **Responsible to: Contact Centre Team Leader** |**Salary £24,828 pro rata Position is for 6 - 12 months****Job Summary**As a Customer Advisor, you will be the first point of contact for customers engaging with Ongo. You will play a vital role in delivering high quality, customer focused services by handling a wide range of enquiries across multiple communication platforms including phone, email, webchat, and social media. You will work within a demanding environment supporting customers with queries relating to housing services such as repairs, rent, tenancy management, lettings, and general advice. Your ability to listen actively, communicate clearly and resolve issues efficiently will be key to ensuring customer satisfaction and maintaining Ongo’s reputation for excellent services.**Benefits of working with Ongo include:*** 30 days paid holiday plus bank holidays and your birthday off (pro rata)* Exceptional leave* 15 hours per year paid volunteering* Annual pay review* Mileage reimbursement at 46p per mile* Free parking (pass provided)* “No sick days” voucher* 9.5% pension contribution (Aviva)* 3x salary life assurance policy* Enhanced maternity/paternity pay* Simply Health package (including Pro-counselling for family members)* Housing Perks* Agile working* Home working equipment provided* Local gym discounts* Discounts at Costa and Starbucks (town centre)* Car lease scheme**Main Responsibilities** * Deliver excellent contact handling services for Ongo customers ensuring effective service delivery and resolutions at first point of contact.* You will process service requests in line with policy and procedures ensuring you meet expected timescales and be able to advise customers of the services available to them.* You will be able to diagnose repair requests and question customer effectively and support the customer to self-resolve where appropriate.* Process rent payments and resolve enquiries in relation to payments and arrears.* You will handle enquiries in relation to Lettings, Anti-social behaviour and all tenancy related matters in clear and confident way following set polices and procedures.* You will ensure accurate records and updates to the CRM system are in line with our data