Customer Services Officer

Job content

About us

In April 2021, GreenSquare and Accord Housing Association merged to create a bigger, better, organisation. GreenSquareAccord now provides over 25,000 homes to more than 54,000 people, we deliver over 3 million hours of care to individuals every year and have a geographical reach from Newcastle upon Tyne to Salisbury, Wiltshire. We have a staff team of approx. 4,000 people.

The GreenSquareAccord story is about building better lives. GreenSquareAccord is committed to building more homes and providing more care and support to more people, whilst still delivering the locally-focused services to the people who need them most.

Everything we do comes back to people – whether that’s providing a good quality, safe home, helping someone to live an independent life, addressing social injustice and equality and everything else in between.

Our vision for GreenSquareAccord is to be an organisation where people can enjoy happiness, health and prosperity.

About the role

We currently have several exciting opportunities for Customer Services Officers to join our Customer Services team to deliver a high quality, professional and tailored customer service using a range of communication methods.

Customer focused, you will work as part of a team delivering tailored, right first time, first point of contact value for money services over different channels and using a range of communication methods.

Assessing and resolving enquiries, requests and complaints you will primarily manage these over the telephone, but also face to face whilst managing the reception service, in writing, and through a range of electronic access channels. You will be responsible for ensuring that customer enquiries are resolved at first point of contact unless specialist or further investigation is required.

Other duties will include maintaining electronic and written databases of letters and forms received, information given, services requested and complaints made to ensure accuracy of information, consistency and efficiency when dealing with customers. You will also arrange, attend and participate in meetings, conferences, and project team activities and represent the Customer Services Team and Department at groups and forums as required.

About you

Ideally you will hold 5 GCSE’s at C or above to include Maths and English, or skills to the equivalent level, along with substantial experience of working in a demanding customer facing, service orientated environment. You will need to have a good awareness of the diverse needs of customers, and the importance of and experience of using profile information to tailor service provision is essential. Experience of managing complex and sensitive customer queries, remaining calm when dealing with emotional, difficult or distressed people, is also required.

Due to the nature of the roles you must have the ability to work flexibly over a range of shifts and hours, and you should be able to attend meetings and events out of hours, and travel to and between different locations.

Benefits

In support and recognition of our colleagues who will help us deliver our employer strategy, we offer a fantastic benefits package. This includes; annual holiday entitlement (plus statutory bank holidays); a defined contribution pension scheme; trust based flexible working and a Confidential Employee Assistance Programme (EAP).

All individuals who apply to work at GreenSquareAccord are considered on their merits in line with our Diversity and Inclusion strategy and policy.

GreenSquareAccord are a Disability Confident Employer therefore we actively encourage applications from individuals with disabilities and try to provide access, adjustments, equipment or other practical support where required. All applicants with a disability who meet the ‘essential eligibility criteria’ for the role, as detailed in the job description, are guaranteed an interview.

If you need any assistance, adjustments or adaptations throughout our selection processes please let us know.