Your new company

Hays are partnering with a Housing Association to recruit for a temporary Customer Services Adviser to be responsible for all customer contact across (in‐bound and out‐bound, face‐to‐face and across digital and social media channels), for all end‐to‐end customer journeys.

Your new role

• Act as the first point of contact for customers across the product range.
• Understanding customer circumstances and advising them on the options available to them
• Provide accurate and consistent information and advice to customers, applicants and the public ensuring first time resolution levels are maximised
• To act as an ambassador for the company, ensuring customers receive equal standards of service and have been dealt with in a professional manner a high level of customer services is provided at all times
• Use IT systems to full potential to manage queries, provide information and access appropriate systems
• Ensure customers have all of the relevant information and fully understand any action to be taken on their behalf
• Participate in customer events as required
• Ensure that all actions required to support customers are completed within agreed timeframes
• Proactively identify opportunities to improve customer service and bring these forward
• Deal with any customer concerns at first point of contact and ensure first time resolution where possible
• Maintain customer confidentiality at all times and ensure that customers are properly identified and verified
• Process applications accurately, efficiently and in accordance with policy and procedure
• Be responsible for processing forms, evidence and correspondence that is handed in at reception, scanning documentation and ensuring audit trail is created for each item
• Ensure that your work supports the efficient operation of the team
• Be flexible to support other customer service teams should demand require it
• Work effectively as part of a team to deliver effective and efficient customer service

What you'll need to succeed

• Educated to A Level standard or higher and GCSE Maths and English,
• A minimum of 2 years’ experience of working in a customer centric environment, delivering customer service excellence, to include phone contact, face‐to‐face contact, through digital channels and offering single point of contact resolution.
• Previous experience of complaints handling.
• Previous experience of digital filing and scanning.
• Working Knowledge of Microsoft Office MS Word and MS Excel. Confident navigating multiple IT systems.
• Effective communication skills, to include active listening, verbal, written, numerical and interpersonal skills.
• Self‐motivated able to plan, prioritise and have strong organisational skills including working to challenging deadlines and under pressure.
• High attention to detail and accuracy.
• Ability to problem solve and resolve queries, with a strong customer focus.
• Ability to analysis information from a range of sources, to make a rational decision.
• Ability to work collaboratively with colleagues and carry out tasks effectively, knowing when to seek help, support and advice.
• Ability to resolve conflict through persuasion and negotiation.

What you'll get in return

• £17.16 per hour
• Temporary for 3-6 months
• Full-time position
• Belfast City Centre location
• Online timesheets with weekly pay
• Access to retailer discounts
• Access to thousands of learning and development courses

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.