Customer Contact Centre Advisor

Scottish Federation of Housing Associations; Glasgow; Hybrid; GBP 27,000 - GBP 31,000; Full time

Job summary

A prominent housing association in Glasgow is seeking a Customer Contact team member to serve as the initial point of contact for customer inquiries. The role involves managing calls and emails, providing essential support in housing applications and repairs. Ideal candidates will have excellent communication skills, experience in customer service, and the ability to work within a dynamic team. The position offers a competitive salary and flexible hybrid working arrangements.

Benefits

Competitive salary, reviewed annually

Flexible working opportunities

Up to 34 days of holiday annually

Option to buy or sell holidays

Training and vocational support

Occupational Sick Pay

Long Service Awards

Family Friendly Policies

Cycle to Work Scheme

Employee Assistance Programme

Qualifications

• Excellent telephone manner and ability to efficiently communicate with customers.
• Desirable experience in a customer service or similar role.
• Ability to work collaboratively within a team environment.

Responsibilities

• Be the first point of contact for customer inquiries via calls and emails.
• Handle inquiries related to housing applications, repairs, and general customer queries.
• Collaborate with colleagues to ensure customers receive the correct outcome.

Skills

Excellent verbal and written communication skills

Experience in customer service

Strong organisational skills

Tools

MS Office

Job description

Full-time, permanent role, 35hrs per week Mon-Fri; Glasgow, G4 9XA, Hybrid working; £27,607 to £30,504 FTE

Overview

New opportunity for Customer Contact Services team in Glasgow!

Bield is one of the largest providers of housing and support services to older people in Scotland. We value kindness above all and, at Bield, you will have a unique opportunity to have a positive impact, making it possible for more people to live their best lives, at home, surrounded by a supportive community. If you share our values, we’d love for you to join our team and help us on our journey.

We’re looking for a friendly and professional individual to join our small, dedicated Customer Contact Services team. In this role you’ll be the first point of contact, the voice of Bield - handling calls and emails, making sure enquiries reach the right place quickly and smoothly. This is not a typical call centre environment. You’ll be part of a close-knit team where customer service is personal, supportive and solution focused. You’ll deal with a wide variety of enquiries including housing applications, repairs requests and general customer queries, working closely with colleagues across the organisation to help customers get the right outcome.

If you enjoy working with people, have strong communication skills, are familiar with digital workplace tools and can stay organised in a busy environment, this could be a great opportunity to develop your career in housing and customer service.

Working hours are 35 hours per week, working 9.00 am - 5.00 pm, Monday – Friday, on a Hybrid working basis (specific arrangements to be discussed at interview stage).

Responsibilities

• Be the first point of contact for customer inquiries via calls and emails, directing enquiries to the right teams promptly.
• Handle a wide variety of enquiries including housing applications, repairs requests and general customer queries.
• Work closely with colleagues across the organisation to help customers get the right outcome.

Role requirements

• Excellent verbal and written communication and interpersonal skills with the ability to communicate efficiently with a wide range of customers, external partners and colleagues.
• Excellent telephone manner, word processing skills and the ability to accurately collate and record information.
• Strong belief in providing high-quality customer service and ability to work as part of a team.
• Familiar with MS Office applications and utilising digital platforms; adheres to health and safety, equality and diversity, GDPR and FOI legislation.

Qualifications and Skills

• Good organisational skills to stay organised in a busy environment.
• Experience in customer service or similar role is desirable.

Benefits

• A competitive salary, reviewed annually
• Opportunity to work flexibly
• Excellent holidays of up to 34 days each year (pro rata for part-time employees)
• Option to buy or sell holidays each year
• On-the-job and work-related training and support for vocational qualifications
• Occupational Sick Pay
• Long Service Awards
• Family Friendly Policies
• Cycle to Work Scheme
• Career breaks
• Employee Assistance Programme

Additional information

• Please visit our recruitment portal for the full Job Description and Person Specification and to apply online.
• If you require this information in an alternative format, please contact our HR Team on 0131 273 4020 or email [e-mail].
• Disability Confident: Bield is a proud disability confident accredited employer. We guarantee to interview all disabled applicants who meet the vacancy minimum criteria and will make all reasonable adjustments to facilitate your inclusion during recruitment. Email [e-mail] to discuss adjustments.
• This post is exempt from the Rehabilitation of Offenders Act (1974) which means you must disclose all unspent and relevant spent convictions on your application.
• Bield Housing & Care Scottish Charity SC006878 | Property Factor PF000146