Out of Hours Customer Service Advisor - Part Time including weekends

We are currently recruiting for two start dates for the position of OOH Customer Service Advisor at our Rochdale office. As a Customer Service Advisor, you will be the first point of contact for residents and visitors, providing a professional and efficient telephony service. This role requires strong communication skills, problem-solving abilities, and the ability to operate multiple systems effectively. We are looking for enthusiastic individuals who are passionate about making a difference in someone's life and are willing to work flexible shifts, including weekends and evenings.

• Achieve individual objectives and team targets to assist in meeting the business's overall KPIs
• Deliver a high level of customer service in line with client's quality standards
• Be professional, helpful, welcoming, and pleasant to customers and colleagues
• Accurately record and maintain information using multiple systems/databases
• Work unsupervised and be held accountable for all actions
• Use training on services to make assessments based on information provided at first point of contact
• Maintain awareness of any updates regarding procedural changes
• Have a good understanding of GDPR to ensure adherence when exchanging information
• Utilize appropriate IT systems and processes

• Great listener & empathetic
• Strong communicator
• Professional approach
• Reliable, motivated & organised
• Problem solving with a view to provide resolutions
• Computer literate & ability to operate multiple systems effectively
• A good understanding of either Social Care services or the social housing sector is desirable but not essential
• A background in handling calls for either emergency repairs or social care would be an advantage
• Experience in handling Emergency calls and triage is also desirable but not essential
• Office administration experience
• Experience dealing with vulnerable/distressed callers in emergency situations
• Excellence in maintaining a high standard of customer service professionalism under tense scenarios by callers who may be in the situation for the first time
• To achieve individual objectives and team targets to assist in meeting the businesses overall KPI’s
• To deliver a high level of Customer Service in line with our client’s quality standards
• To be professional, helpful, welcoming, and pleasant to customers and colleagues
• To accurately record & maintain information using multiple systems/databases
• The ability to work unsupervised and be held accountable for all your actions
• Using training on services to make assessments based on information provided at first point of contact
• Maintain awareness of any updates regarding procedural changes
• To have a good understanding of GDPR to ensure this is being adhered to when exchanging information
• To utilise appropriate IT systems and processes

• Starting salary of £22,800 (rising to £24,800 through achieving key milestones)
• Training provided to gain new skills and experience
• Comprehensive career framework to support development needs
• Exclusive access to a suite of Well-being services
• Flexible working
• Dress code - smart/casual
• 25 days annual leave, plus bank holidays (based on full-time position)
• Pension Scheme
• Health Insurance
• Buy & Sell Annual leave
• Cycle to work Scheme
• Dental cover
• Life Assurance
• Health assessments
• Free independent mortgage advice
• Discounted gym memberships
• Access to exclusive discounts and offers through Agilisys "Perks at Work" scheme