Senior Customer Communications Centre Advisor

We have an exciting opportunity in our Customer Communications Centre team, a Senior Customer Communications Centre Advisor. The role will provide support to the existing team of Customer Communications Centre Advisors to continue to provide high levels of customer experience and being the first point of contact for support. This is a fantastic opportunity that will focus on supporting, developing, training and motivating colleagues to resolve customer issues, and being the escalation point for more complex matters. The post holder will also support management by making sure daily workstreams and SLAs are met, and that the internal information repository is kept up to date. Working on a rota basis Monday to Friday between 08:00 - 17:00 What you will be doing:

• Taking ownership of timely responses to communications into the business, including telephone calls, emails, webchat and social mediaYou'll be confident using document management systems and have demonstrable problem-solving skills, taking ownership and resolving customer enquiries with a 'Right First Time' approach.
• Proactively supporting resolution of customer enquiries, including income collection, housing and tenancy management, repairs and complaints.
• Taking ownership of all enquiries, with the responsibility for resolving complex issues.
• Providing support and assistance to the team on service days.
• Identifying safeguarding concerns of vulnerable customers and raising a case for further investigation by the appropriate team.
• Managing and updating the vault with key information needed by the team in order to answer customer enquiries.
• Support with the delivery of training to new starters and colleagues as and when required.
  
  Demonstrable experience of working in a customer facing role in a busy and demanding environment.
• The ability to communicate with a diverse range of people, internal and external customers and colleagues in a polite, friendly, professional and empathetic manner.
• Ability to lead by example, modelling our values and behaviours while coaching and motivating your colleagues.
• Excellent written business communications and accurate record keeping.
• Help support delivery of a service which understands the needs of our customers and delivers a positive outcome for them.
• Confident abilities in using MS Word, Excel and Outlook in order to understand communications and data.
• Meeting and/or exceeding performance targets.
• A sound knowledge of Genesys Cloud, dynamics 365 and Total Mobile is required in order to manage workload and all channel queues.
  
  A competitive salary
• 28 days holiday PLUS Bank Holidays (rising to 33 days plus bank holidays with length of service)
• A generous contributory pension scheme
• Enhanced family leave
• Private health care
• Free life assurance
• Access to an extensive suite of wellbeing services and tools including a digital gym
• Opportunities for learning and development
• Discounted gym membership
• Retail discount scheme
• Hybrid Working