Customer Service Training Officer

Location: Eastleigh

Closing date: 20/06/2021

Salary: £20,027 per annum (plus comprehensive benefits)

Employment type: Permanent

Hours per week: 30

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

We’re looking for someone with excellent front line customer service skills and the ability to train and coach others to join our Customer Service Training Team.  

You’ll be part of a team keen to continuously improve the services we provide.  Primarily focusing on the training and coaching needs of the Contact Centre, you’ll design and deliver training courses along with supporting training materials. You’ll ensure that quality monitoring is carried out on all methods of contact, working closely with team leaders to deliver effective coaching plans.

Developing brilliant working relationships comes easy to you, you have excellent communication skills and a good eye for detail.  Above all you’re passionate about delivering amazing customer service. You go above and beyond to achieve team goals and you thrive in a busy environment.

In this role, you’ll be on the front line of our customers’ experience and play a pivotal role in supporting colleagues and helping Abri go from strength to strength by ensuring our customers are at the heart of everything we do.  Experience of working and training in a Contact Centre along with quality monitoring experience would be desirable.

If this sounds like what you're looking for, we want 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.

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.

Interviews will be held via Microsoft Teams.


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.