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Position: Customer Service Advisor
Location: Leicester, LE19 1WR
Hours: Full Time or Part Time hours, Monday to Friday 8.30am to 4.30pm (Hybrid 3 days working from home)
Salary: £22,497.14 to £25,321.43 per annum (£13.87 p/h)
Closing Date: 24th September 2024
Job ref: 4189
We regret to inform you that Advance is unable to accept any sponsorship requirements.
About the Role:
Would you like the opportunity to work for a not-for-profit organisation that makes a real difference to people’s lives? 
We have an exciting opportunity for Full time/Part time Customer Services Advisors to join our team in Leicester.  You would be working as part of a vibrant and committed team, where you’ll have a crucial role as first point of contact for Advance’s customers.
Advance is a specialist supported housing association that is on an exciting journey to deliver more services and develop more housing for people with learning difficulties, disabilities and supporting people towards greater independent living.
The role of Customer Services Advisor will include:
The Customer Services department is a busy, call centre environment. This role is hybrid, full training will be provided in-house until you are confident enough to work at home.
 Duties will include:

Logging repairs on behalf of our housing customers
Logging orders for new furnishings, flooring, window coverings and white goods
Logging jobs specific to the service charge each customer pays, will include: gardening, cleaning, specialist equipment repairs and others
Ensuring that all calls are answered within appropriate timescales 
Providing advice and assistance to customers with enquiries following policies and procedures
Filtering mail, emails and telephone calls and using the appropriate IT system and CRM to check and provide relevant information
Providing administrative support, operating within the demands and constraints of all customer contact points. 
Collecting data from customers and staff in a variety of ways
Reactive or responsive repair ordering
Taking initial aids and adaptation enquiries
Procurement and repair ordering
Processing requests for rent statements and dealing with basic rent enquires
Initiation of the process for responding to complaints and compensation claims and initiation of the process for reporting and recording Antisocial BehaviourAbout the candidate:
As a Customer Services Advisor you will be responsible for the provision of an effective and responsive customer service, dealing with all queries in a timely and appropriate manner.
You will need to be:

Confident in diagnosing repairs over the telephone and via email
Able to communicate effectively (verbally and in writing)
Experienced with high volume calls
Able to make sound judgements on the information available
Experienced in housing or a customer-focused environment
Confident in using Microsoft office systems and other systems 
Able to plan and prioritise work to meet specified targets and deadlines have a ‘can do’ attitudeYou will be expected to demonstrate PRIDE behaviours in your job role, please see the attached job description and person specification before applying for the role to ensure that you meet the essential eligibility criteria.
For more information about the role please contact, Anita Parmar on (phone number removed) or Email: (url removed)
About the organisation:
Advance is a national, not-for-profit provider of housing and support services for people with disabilities and mental health conditions. Our vision is to transform lives; providing the best quality housing and support services so that people can live the lives they choose, achieve their personal goals, feel valued and know their voices are heard.
We recognise that our people are our greatest asset and we’re passionate about making Advance a great place to work.  We invest in our staff, providing the training and support you need to succeed in your role, gain industry-recognised qualifications and realise your career aspirations.
We are an equal opportunities employer who values its staff and the difference they make to their customers. There is no place for racism or discrimination of any kind in Advance. As an organisation, we will not tolerate it. We are firmly committed to recruiting the best colleagues regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation and to supporting customers from similarly diverse backgrounds.
All newly appointed staff receive an induction, during which they will learn about our PRIDE values, our expectations of how they should treat our customers and our commitments in relation to how they will be treated as a member of staff.
Benefits of working for Advance:
We value our staff and the difference they make to the lives of our customers, which is why we offer the following benefits:
Paid holiday (from 25 days up to 30 days with long service in addition to bank holidays, pro rata for part time hours)
Sector specific training is provided as part of induction plus opportunities for professional development
Access to Perks at Work where you can obtain great discounts of cinema tickets, shopping vouchers and much more
Long service awards payable in 5 year increments
Golden Hello/refer a friend receive up to £500
Cycle to work scheme
Access to our Employee Assistance Programme
Excellent opportunities to progress your career within Advance
Enrolment in a pension scheme with matched contributions above the statutory minimum (if you work enough hours to meet the threshold for enrolment)Advance is regulated by the Regulator of Social Housing and the Care Quality Commission and we are committed to safeguarding and promoting the welfare of the people we support.  You will be required to provide evidence of right to work.  
We value diversity and therefore welcome applications from everyone interested in working at Advance. We are a Disability Confident Leader.
Advance Housing & Support Ltd reserves the right to close this job once sufficient applications have been received.
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