Customer Services Officer

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Are you a driven and people focussed individual who thrives in a fast-paced, challenging, yet really rewarding work-place? If so, apply today to join us as a Customer Services Officer in our Customer Hub Contact Centre – a team of dedicated, high-energy individuals who deliver a first-class predominantly phone-based customer service to around 70,000 customers across the Midlands. Working within a highly professional and supportive team, you’ll:

• Answer a high volume of inbound, first point of contact calls.
• Take ownership for providing customers with first-time resolutions by asking the right questions and taking the appropriate actions to resolve often challenging, demanding and emotionally charged situation.
• Communicate and work with colleagues across our organisation to ensure a seamless and efficient service. 
• Support in responding to some customer contacts via email and social media.
• Identify and implement ways of maintaining a brilliant customer service that always meets or exceeds our customers’ expectations.

Our Ideal Candidate? You’ll be able to demonstrate a strong commitment to customer service, with proven experience of being able to take on a challenge. You must have the resilience to deal with the demands of a large volume of customer enquiries, where you’ll need to work quickly and efficiently. You’ll have strong IT and active listening skills as you’ll often have to juggle these to ensure that you’re gathering all relevant information from our customers, whilst simultaneously recording this information in various systems. Importantly, you’ll be a professional individual who is able to collaborate with others and be inclusive and respectful of diverse colleagues and customers.

What’s on offer? For your ability to handle any challenge our customers put your way, we’ll not only reward you with a highly competitive salary, but also a great opportunity for future career development  with our leading housing organisation. We’re looking to fill a number of roles consisting of fixed-term and annualised hours contracts. You'll be required to be flexible and work 5 out of 7 days per week, including occasional weekends.

Who are Midland Heart? We’re a large and ambitious housing organisation providing more people an affordable place to call home. We welcome people from every walk of life, at every stage of their career. We expect a lot from our people but in return you can be assured of a great place to work, where you will be well rewarded and where great people are able to succeed. We'll welcome you and develop you.

Interested? Please register on our candidate portal, upload your CV (including your education history, IT skills and knowledge and customer service experience) and, use your cover letter to answer the question below:

• Based on your work history, please provide a detailed example of when you have resolved a customer enquiry at first point of contact whilst working in a fast-paced environment? Please also include what skills you drew on and what you could have done differently to achieve a truly brilliant outcome.

Suitable candidates will be invited to participate in assessments as soon as possible.

We’re proud to be a Disability Confident Employer. Please feel free to contact us if you would like to discuss any adjustments you might need in order to be successful in this role.