newCustomer Relationship Advisor

Date Posted: 6 days ago
Salary: £21,000 - £24,000 a year
Gloucester GL1 1DG

Job Description

Are you great with people?

Do you have a passion for customer excellence?

Do you have an amazing telephone manner?

Are you keen to work with the local community?

Would you like to make a difference?

If the answer to the above is yes, then we are looking for talented customer centric individuals to join our brand new Customer Experience team. This is a fantastic opportunity to join an ambitious, customer focused team who are striving to deliver a second to none service. We are looking for individuals who are engaging, confident and understand the importance of delivering an exceptional customer journey for all of our tenants. This is a truly unique chance to be part of a team that is fully focussed on a first call resolution approach and be the heart of the organisation.

Why should I join GCH?

Gloucester City Homes is a dynamic social housing provider with over 4,600 homes in the city. We have a strong track record of success and a clear vision for the future. We are one of the Housing sectors’ leading community-based Housing Association, ranked at No 40 in the Times Top 100 not-for-profit companies to work for. The development of our people and our commitment to customer excellence is the core reason why we have created a new team to be the focal point of our day to day contact with all of our tenants.

Not only is Gloucester City Homes a great place to work, but we also offer some excellent benefits such as a competitive salary, Social Housing pension scheme, employee wellbeing package, Healthcare plan, potential learning pathways with qualifications plus a town centre office with nearby parking for our permanent office based employees or local bus pass.

So what is the purpose of the role?

The overall purpose is the resolution of customer enquiries at the first point of contact across all channels.

We are looking for effective advisors of our new Customer Experience team, to take ownership of customer issues at the first point of contact, via telephone, social media, email or the GCH website.

To provide a great experience to all customers, that is focused on listening to customers and exercising autonomy to find suitable solutions.

To accurately diagnose and raise repair jobs within GCH systems to support the effective scheduling of repair work for operatives.

To be responsible for resolving, wherever possible, customer enquiries relating to all common aspects of the customer lifecycle (lettings, tenancy enquiries, rents and low level Anti-Social Behaviour), providing advice and signposting to information as appropriate.

The successful candidate will work towards becoming a subject matter expert in a key discipline, such as Tenancy Management, Income or repairs which offers fantastic opportunities for future development and opportunities.

As an ambassador for GCH, you will need to be strong at building and maintaining relationships across GCH and with our customers to support effective service delivery and great customer experience.

Closing Date: 28th September 2021

Interview/Assessment Date: w/c 4th October 2021

Gloucester City Homes is committed to equal opportunities and actively encourages applications from all sections of the community.

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