Customer Experience Advisor
Yeovil

Location: Yeovil

Closing date: 20/06/2021

Salary: £24,055 per annum (plus comprehensive benefits)

Employment type: Fixed Term

Hours per week: 37

About us 
 

We’re Abri, a housing association based in the south of England. One of the largest in fact. We've got 35,000 homes and 1,500 colleagues. And if all our 80,000 residents lived in the same place, we’d have a town roughly the size of Guildford. 
 
We’re a passionate bunch. We think we can make a real difference. Homelessness, poverty, inequality, a lack of affordable housing. They’re all linked. They’re issues that affect so many, young and old alike. And we don’t think that’s right. We want to give people the chance to dream big and be who they want to be. Homes are at the heart of everybody’s lives. And we exist to help make good homes, and good lives a reality for everyone. 
 
About you 
 

We’ve all got different backgrounds, strengths and experiences. But we share the same values. It’s these shared values that bring us together as one team. 
 
Our colleagues embrace these every day. Be the difference to our customers and colleagues, always curious and look for better solutions, achieve together by working in partnership with others, own it openly through working with others in an open and honest way, and finally embrace possibility and see changes and challenges as welcomed opportunities. 
 
If you share our values and want to make a real difference in the world, you’re on to a winner and we’d love to hear from you!  
 
Your new role 

Our customers are at the heart of everything we do, and we need to be there for them now more than ever. Being a Customer Experience Advisor, you’ll be an ambassador for Abri by being the first point of contact for our customers who get in touch with our busy contact centre.

As you’ll be on the front-line of our customer services team, you’ll need a cool head, bags of confidence and a knack for building genuine rapport with customers from all walks of life.

Ambitious, enthusiastic and with a natural drive to hit targets, you’ll deliver a customer experience that’s second to none.

Not every customer you speak to will be a happy one and as no two calls will be the same, you’ll use your can-do approach, quick thinking and problem-solving skills to put a smile back on their faces.

You don’t need previous contact centre experience, but you’ll need to:

  • Have a plenty of confidence and enthusiasm even when speaking with unhappy customers
  • Love a challenge and enjoy consistently hitting demanding targets
  • Be a people-person who loves building a rapport with customers and turning negative experiences into positives
  • Be a quick learner who’s tech-savvy and able to navigate multiple computer systems at a time
  • Be resilient and can adapt to the changing Team priorities
  • Be available to work a shift pattern between 8:00am-6:00pm Monday to Friday.

If this sounds like the challenge you’ve been looking for and you want to come make a difference in the lives of our customers, we’d love to hear from you.
 
What you can expect from us 
 

We want our colleagues at all levels to be bold, inspiring and not afraid to speak up and be their authentic selves. 
 
Your wellbeing is really important to us, so you can expect a competitive reward package to ensure you and your family are supported at work and at home.  You’ll receive 28 days of annual leave a year (pro-rata for our part time colleagues) with Bank Holidays on top as well as being entitled to our generous pension scheme. 
 
We’ll work with you to help you reach your goals through personal development plans and our in-house People Development team. 
 
Depending on your role you may need to work a set shift pattern, or you may have greater flexibility to choose when and where you work. Either way, we strive to ensure all colleagues have a degree of flexibility to attend life’s important events.  
 
Be yourself 

 
Abri is committed to promoting an inclusive culture. We want our colleagues to bring their individual differences, life experiences and knowledge into the workplace and we welcome their contribution to our amazing company. Everyone is different, everyone is unique. 
 
To our agency friends 
 

We already have a number of carefully selected agency partners who know our business well and who support our in-house recruitment team during exceptionally busy periods. We’re not looking to add to our preferred supplier list right now but if you’d like to be considered at a future date please don’t hesitate to register on our procurement portal. 

This role will be a fixed term contract for 6 months.


 

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