customer experience advisor

The first 6 months will be based in office, at our contact centre in our Basingstoke office. Once we've trained you up in a specialist area, with a strong foundation knowledge of various aspects of housing management and repairs, we can then offer you hybrid working. Here's the facts about the role: As a customer experience advisor in our contact centre, you'll be the first point of contact for our customers, handling a high volume of inbound phone calls and answering customer queries through other digital channels. You'll provide a friendly, efficient and helpful first-class customer service to our customers, aiming to provide a 'right first time' service, working closely with your colleagues and other teams across the business to handle enquiries at first point of contact where possible. You'll spend the majority of your time on the phone, so excellent communication skills are key!

• You'll have excellent customer service skills and be able to provide a friendly, efficient and helpful first-class service to our customers
• You'll have experience of delivering a high standard of customer service in a high-pressure environment, preferably within a contact centre
• No two contacts are the same and they can be complex, so you'll need to be good at problem solving, adaptable and resilient
• You'll have great verbal and written communication skills and also be computer literate
• You'll have a genuine passion for helping people, with the ability to deal with and diffuse difficult situations whilst always remaining empathetic, professional and resilient
• We're a fast-paced contact centre so you'll need to have excellent time management and enjoy being busy
  
  Our Customer Experience team is vibrant, hardworking, and committed to providing excellent customer experiences. We have exciting opportunities for Customer Experience Advisors to join our fast-paced contact centre on a permanent basis.
You'll work 120 hours per month across a variety of shift patterns, with rotas provided in advance to help you plan your schedule. Shift lengths and start/finish times may vary depending on business needs, but all hours will be worked within our opening times:
• Monday to Thursday: 8:30am to 5:00pm
• Friday: 8:30am to 4:30pm, 26 days holiday (plus bank holidays) pro rata with the opportunity to buy or sell annual leave
• A productivity-related bonus scheme to enhance your take-home
• A generous contributory pension of 6%. We'll match employee contributions between 7% and 10%
• Life assurance paid at x 3 annual salary
• Private medical insurance
• Health care cash plan called Medicash
• Enhanced pay for maternity, paternity, adoption and shared parental leave
• Access to counselling, legal and financial information
• Electric car scheme
• Huge variety of in-house & e-learning courses and a range of coaching and mentoring programmes
We're holding an in-person Hiring Event on the evening of Tuesday 15th September! The hiring event will include an introduction to VIVID and our Customer Experience department, some interview tasks and the chance to chat to some of our team and ask questions. If your application is successful, we'll be in touch with more info about our hiring evening. We kindly ask that you do not use AI to write your application. This is your opportunity to show us who you are and why you're suitable for the role based on your skills, knowledge, and experience. We value authenticity, individuality, and a genuine personal touch in your responses. This vacancy may close earlier than advertised if we receive a high volume of applications. We're a leading provider of affordable homes and extensive support services in the south of England. We believe that everyone has the right to a safe and secure place to call home, and from the moment customers move into their VIVID home we're here to help with that and more. Our customers have access to a wide range of tailored advice to sustain their tenancies and look after their wellbeing. We invest in our homes and communities for the long-term, and this means in the quality, safety and energy efficiency of existing homes and neighbourhoods, with a firm focus on improving services so they're easy to use and access by our customers. We're addressing the shortage of affordable housing in the south, building the right type of homes to meet the needs of our local communities. We're the sixth largest developer of new homes amongst housing associations in England, having built over 1,500 last year. This is summed up in our vision "More homes, bright futures".