Customer Service Agent

Job title:

Customer Service Agent

Company

Mears Group

Job description

Annual salary: up to £24,024.00Customer Service AgentManchesterPermanent, Full time RoleSalary up to £24,024 paDo you genuinely enjoy helping people? Do you want to work for one of the leading providers in the housing, property management and support market industry in the UK? Are you somebody who is open to new opportunities, has a visionary approach and a strategic thought process? An exciting opportunity has arisen for a Customer Service Agent to join our housing management division in Manchester.Who are we?Mears is one of the UK’s leading housing and care providers to both the public and private sector, with over 6,500 employees, working with clients to help develop, fund and implement their placemaking ambitions. We provide Housing Management services right across the UK. We work in partnership with Central and Local Government, registered providers, tenants, landlords and investors to find solutions to homelessness, provide more social and affordable housing and create specialist housing for people with care needs.About the Role:As a Customer Service Agent, you’ll deliver front line customer support for Mears Living customers, by taking and processing emails, calls or via other multimedia channels. You’ll be responsible for providing the highest professional standard of customer care 24/7, 365 days a year, supporting all internal and external customer contact.

• Take and manage inbound customer service calls, emails or other multimedia channels, for repairs, housing management, payments or other Mears Housing Management service.
• Accurately use appropriate client or business systems to log and process received calls or emails. Make appropriate and relevant appointments in accordance with policy and practice.
• Communicate effectively with all Mears Housing Management Local and other MHM contracts, to ensure the efficient, professional, and effective provision of services.
• Adhere to business call quality framework
• To carry out any other job function as required in delivering service to the customers. These may include but not be limited to:

• Lettings queries Tenant arrears Basic or advanced administrative functions examples include: – word processing, data input, post, photocopying and or stationary management Income management, sending standard letters payment plans, providing advice

• Adhere to CSA and business code of conduct at all times

• Ensure jobs are accurately diagnosed, prioritised and that the correct operative is dispatched whilst ensuring high levels of customer service and adherence to client KPIs

Role Criteria:

• Customer Focused Attitude – This is an essential requirement for this role
• Ability to investigate, evaluate and respond to situations quickly
• Substantial experience within a customer service environment dealing with members of the public either face to face or through telephone
• Experience working within an office environment or similar
• Strong knowledge of all Windows based technology, competent knowledge of Microsoft software
• You should be able to demonstrate a high level of detail consciousness, to obtain full repairs information and provide accurate diagnosis
• Organisational skills necessary to manage and organise own workload
• The ability to communicate effectively at levels commensurate with role, both verbally and in writing
• The ability to respond to changing priorities in order to meet deadlines

All our roles require candidates to have the entitlement to work within the UK, Mears does not currently offer visa sponsorship.Benefits we can offer you:

• 25 days annual leave plus bank holidays
• Annual Mears Fun Day – Our annual Fun Day is organised as a massive thank you from the Executive team for all the hard work!
• Volunteering Leave – Mears supports employees to undertake paid volunteering in the community, in support of our social value commitment.
• Staff perks with Mears Rewards – discounts of up to 10% weekly groceries, holidays, eye test vouchers, Share save scheme, plus much more
• Family friendly policies
• Scope for excellent career progression and the training we provide is not only nationally recognised but also accredited by various academic bodies.
• The Customer Service Centre also leads on delivering Social Value and helping our customers and communities – if you love the idea of volunteering to help someone in need or to put a smile on someone’s face, then this is the job for you!
• Additionally we have departmental incentives for excellent performance such as ‘Agent of the Month’ and ‘Agent of the Year’.
• Your successes will also be shared not only within the department but with the wider business as a part of our employee recognition mechanisms. We celebrate our successes and are proud to show off the talents of our staff and colleagues.
• Have your say – you will be represented in a ‘Voice of the Colleague Forum’ where your thoughts, views and ideas can be shared as a part of our continual improvement strategy – we listen to our employees and value all ideas and suggestions.

To apply, follow the link below or to discuss your application further; contact LaurenMears Group is a Disability confident employer and recognises our people as our greatest asset, we hire individuality, recognising and valuing everyone is individual and ensuring equal access to opportunities for all regardless of social economic background or individual make up.As part of the recruitment process for this role, we will carry out a DBS as well as Security Clearance. For these checks to be completed, we will require from you the relevant identification, including Proof of Address, References, a valid passport and proof that you have lived in the UK for the last 5 years

Expected salary

£24024 per year

Location

Manchester

Job date

Sat, 21 Sep 2024 23:11:01 GMT

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