Customer service administrator

We are a welcoming and friendly organisation who own and manage more than 7,000 properties across the East Midlands and Yorkshire and the Humber, helping thousands of people in our communities every single day. This includes homes for affordable rent, homes for students and homes for older people. We even develop new homes to help people get on the property ladder. In addition to this, we provide Student accommodation. We support over 4000 learners a year with everything from entry level qualifications, arts and wellbeing courses through to employability support to help people fulfil their potential. This is through Riverside Training, our employment and skills team, and CLIP, an education provider.

Your role is all about being the voice of Acis - you'll often be the first and main contact for our customers and we want to provide amazing service. Bringing your personality and individual flair, you'll be passionate about making your customers day.

Please note that this role is 30 hours a week and the salary will be pro rata'd to £19805 for the 30 hours per week

As a Customer Service Advisor/Administrator, a typical day might include:

• Answering calls to customers


• Handing customer enquiries via our digital channels such as livechat, our portal or texting


• Responding to social media enquiries


• Dealing with visitors to Acis House.


• Ordering office supplies, and maintaining efficiencies.


• Own all incoming and outgoing post and deliveries.


• Owning and following through a complex customer enquiries including the resolution of frontline complaints


• Fully updating our systems in live time


• Supporting colleagues across the organisation so that knowledge is shared and customer queries can be resolved as efficiently as possible


• Identifying areas for improvement and helping to progress this


• Supporting the first time resolution of customer enquiries and meet our organisational targets on front line service delivery


• Working independently 'out of hours 'handling emergency calls and digital enquiries
  
  Good standard of education, with strong numeracy and literacy


• Experience of working in a fast paced, customer focussed office environment dealing with enquiries via the telephone, digital methods, social media and face to face


• Strong IT skills with experience of utilising a customer relationship management system


• Customer focussed and experience of resolving complaints


• Ability to work effectively as part of a team


• Able to portray a positive professional image and have empathy with Acis' aims and values


• Have a nonjudgmental, approachable and calm approach to communicating with our diverse and vulnerable customers


• Ability to be flexible with working hours to meet the needs of the business.


• Resilience. Working in social housing is a challenging but rewarding career, you'll be helping to bring real change to our customer's lives.
  
  Being part of the Acis team, you'll get:


• Generous holiday entitlement - 25 days leave plus bank holidays


• Enhanced pension contributions up to 10%


• The opportunity to undertake professional training, funded by us.


• One days paid leave a year for volunteering work (in addition to your Annual leave entitlement)


• Staff benefits with Paycare - A health and benefits scheme giving you support and contributions towards various health benefits such as counselling, eye tests, vaccinations and much more


• Benefits with Acis Perkz - a discount scheme giving you savings off hundreds of schemes including discounts on your coffee, weekly shop, days out and much more!


• Employee recognition scheme, where we celebrate and award our Stars within Acis, including gift vouchers


• Long service awards for our loyal employees


• Cycle to work scheme


• Enhanced sick pay scheme


• Enhanced maternity and paternity scheme to support you and your family


• Employee Assistance Programme to give you confidential advice and support, when you need it


• Professional membership subscription to support your continuous professional development


• Death in service benefit