Customer Service Advisor (Accounts, The Hub)
Are you passionate about providing exceptional customer service, and looking for a new role in customer services, where you can feel like what you do really makes a difference for your customers? Do you enjoy working with people and solving their problems with empathy and kindness? If this sounds like you then we want to hear from you, as here at MTVH we are looking for Customer Service Advisors within the Accounts/Income teams to join our established Customer Service Hub.
This role
We are looking for dynamic and passionate individuals to work within our customer service department, to work as a specialist Accounts Advisor. The role will involve taking ownership of rent and income–based queries received from our customers into the customer hub. This is a challenging and rewarding role where you will get to make a real difference to our customers, through providing first point of contact resolution.
Hours of work have a mix of home and office working, allowing flexibility to your working week, which will be provided to you via a rota four weeks in advance.
What you'll need to succeed
Minimum of 12 months proven customer service experienceExcellent communication skills with the ability to hold good quality conversations with our customers to fully understand their financial circumstancesGood understanding of the Welfare Benefit system You will already be customer focused with a can–do attitude and a positive approach. You will have the ability to remain composed under pressure whilst demonstrating empathy and guidance to our diverse range of customers. A natural multi–tasker, you will operate in an organised and structured manner; be detail driven and capable of always producing outstanding quality work.
This role requires you to work closely with a number of other teams across the region. You will have exceptional listening and problem–solving skills in order to resolve queries received at the first point of contact in a timely and positive manner. No two days are the same so you must enjoy working in a varied and busy environment.
About Us
Metropolitan Thames Valley Housing has a vision that \"everyone has a home and the opportunity to live well\"; that means working with partners to create sustainable and vibrant neighbourhoods where our customers want to live. With 57,000 homes and more than 120,000 residents and customers we have a real opportunity to make that vision a reality. Our people care, dare and collaborate to ensure we achieve this People Powered Living.
KILLER QUESTIONS –1 – Please state what attracted you to the role and why you would like to work for Metropolitan Thames Valley Housing as an Accounts Advisor
2 – Metropolitan Thames Valley Housing are proud to support a smarter working approach offering staff a blended 2 home / 3 office day working environment. Do you have a reliable internet connection and dedicated 'work zone' with a desk and chair within your home where you are able to work free from distractions?
3 – Our current opening hours are between 8AM and 6PM Monday to Friday. We are currently exploring the option of increasing our opening hours until 8pm in the week and Saturday working to offer further flexibility to our customers needs. Is there any reason why you would not be able to commit to these hours?
What you need to do now
We only want the very best here at MTVH and we are looking for passionate individuals who place customers at the heart of everything they do. Be prepared to be tested on your communication abilities and your commitment to providing customer excellence.
If you succeed at inspiring us with your application, we will invite you along to attend one of our assessment days.
These will be held on Friday 14th and Tuesday 18th April 2023 in our new office based in Beeston, Nottingham.
Please note that you may be asked to join a short waiting list pending your appointment.
If you're interested in this role, take a look at the attached Job Description for more details and if it's the ideal job for you, click 'apply now' to forward an up–to–date copy of your CV, or for more information call us now on .
What's in it for you?
Our benefits include:–
28 days annual leave plus 8 bank holidays (pro rata for part time) per year 2 volunteering days per year for things like helping out in local communitiesAn additional 'Beliefs day' once a year to have an extra a day offEnhanced pension with matched contributions of up to 9%Life assurance cover 3 x your salaryHealth cash plan scheme for your everyday healthcare needs which you can add your family members tooTenancy deposit – interest free loan to help with rental depositsAccess to extensive learning and training opportunities with Wisebox platformColleague virtual social platform with our workplace pages where you can keep up to date with the organisational activity and link in with colleaguesCareer progression across the organisation with our mentoring programme and apprenticeshipsWe are committed to the wellbeing of our colleagues and support this as an organisation About us
Learn more about our benefits and organisation by viewing our attached document
Our promise
Here at Metropolitan Thames Valley Housing (MTVH) we want to capture the value that difference brings and are committed to promoting equality, diversity and inclusion. We work collaboratively 'Serving people better every day' to educate, support and develop all of our diverse employees and the communities that we serve.
We want every employee and ev