CCST & NOST (Anchor Hanover)
Customer Centre Advisor
Due to growing business needs, exciting opportunities have become available for Customer Centre Advisers to join the Customer Centre Support Team in the Anchor Support Hub in Bradford.
2 roles as follows:
1 role = 30 hours working Monday to Friday 8am until 2pm
1 role = 30 hours working Monday to Friday 12 noon until 6pm
Contract Type: Permanent
Salary Information: 20,806.65 pro rata
Location: Anchor Support Hub, 2 Godwin Street, Bradford, BD1 2ST
As part of a small team, you will provide assurance, assistance and practical support to Anchor colleagues and our customers. The role will include regular liaison with contactors, operational colleagues, customers and their relations, and others to provide the highest level of service delivery to all customers. Full and on-going training will be provided.
Reporting into the Customer Centre Support Manager and working as part of a team, responsibilities will include:
Providing a range of services to customers, contractors and visitors, colleagues and others.
Providing a high quality, person centred call handling service to people with wide ranging and complex needs.
Workload management across a wide variety of differing tasks involving repairs, housing related support, MI reports and resource planning.
Supporting the Customer Centre Support Managers with performance management.
Driving improvements by evaluating processes, identifying improvements and implementing change.
Required Knowledge and Experience:
Numerate and literate, with working knowledge of MS Office applications, in particular Excel, Outlook and Word.
Experience of remote working with customers, e.g. by phone, remotely identifying their needs and expectations.
Experience of working to targets/KPIs and driving own personal development.
Ability, enthusiasm and passion to deliver high quality customer service, working professionally and calmly under pressure.
A "people person", able to build and maintain strong and effective relationships with internal and external stakeholders.
Communication is key to your success in this role which includes a calm, sympathetic and decisive approach to a wide range of challenging situations.
Flexible, able to work a variety of shifts, resilient and adaptable to perform and deliver within an ever changing environment.
Effective and accurate written and verbal communication skills with excellent attention to detail.
Competent in multi-tasking, prioritisation and forward planning and ability to manage competing demands.
Generous benefits include, contributory pension scheme, optional 25% discounted private health cover, Life Assurance, discounted retail and child care vouchers and the ability to buy and sell annual leave entitlement.
Hundreds of talented professionals with a range of specialist skills and experience based in our Bradford and London offices make up our Support Services. While we all do very different things, we work towards the same goal of improving the lives of the older people who live with us.
As England’s largest not-for-profit provider of care and housing for older people, we’re able to negotiate great deals and benefits for our people. Here are just a few of the things you’ll get when you work with Anchor.
Exclusive discounts on high-street shopping
20% off mobile phone contracts
Cashback on dental and medical expenses
25% off Private Healthcare