Job Title: Customer Service Officer
Head Office Location: Brindley Place, Birmingham
Job Location: Methuen Park, Chippenham, Wiltshire
Salary: £25,000 per annum
Contract type: Permanent
Working hours: Full Time (37 hours per week)
About the role
As a Customer Service Officer in our Contact Centre, you will be the first point of contact for customers, providing exceptional support via phone, email, and online platforms. Your primary focus will be resolving queries, requests, and concerns efficiently at first contact to ensure a smooth customer experience.
Using your problem-solving skills, you will log, process, and track requests in line with our service standards while providing clear and accurate information on our services, policies, and procedures. You will also maintain detailed records and capture customer feedback to help drive continuous improvement.
As a key team member, you will collaborate with colleagues to ensure a seamless service and take ownership of your personal development while contributing to the team`s success.
Please note that if you are successful in this role, we will require a DBS check to be completed. Further details will be sent following offer.
About you
You are a customer-focused professional passionate about providing excellent service in every interaction. With strong communication skills, you handle enquiries, requests, and complaints confidently across phone and digital channels. Your ability to empathise with customers and understand their needs helps you resolve issues quickly and effectively.
You make decisions with ease, following established procedures while maintaining high service standards. You`re detail-oriented, ensuring accurate records and always looking for ways to improve processes and customer satisfaction.
You work well in a team, collaborating with colleagues to provide a seamless customer experience. You`re proactive in developing your skills and contributing to the team`s success.
Adaptable and resilient, you thrive in a fast-paced environment and enjoy taking on new challenges. If you re driven to make a positive impact on customers lives and have an interest in the social housing sector, we`d love to hear from you.
Please note that if you are successful in this role, we will require evidence of the required certificates and qualifications for this role. Without this evidence, you would be unable to commence employment at GreenSquareAccord.
About us
We are GSA, we provide affordable homes and services that create a foundation from which people in our communities can thrive.
We own and manage 25,000 homes in diverse communities across the West Midlands and Southwest.
Everyone deserves a home, it`s a place from which we build our future, we thrive at home.
We are proud to play an active role in dealing with the consequences of the housing crisis, by providing affordable homes for people in our communities who need them most.
Often a home is all someone needs, but when our customers need more, we offer a range of services, including care, money advice and coaching to support them.
We also provide care and support to some of the most vulnerable people in society. This includes support for people who are homeless, experiencing domestic violence or are part of the criminal justice system.
The GSA Way
We know that how we do things is just as important as what we do. To help us make a difference, together, we created the GSA Way.
A culture we commit to, aspire to, and live and breathe. Commitments and behaviours which together make our organisation what it is.
Our five core commitments are:
- We believe our customer is everything
- We are one team
- We are supportive and caring
- We are business-minded for social purpose
- We are curious and ambitious.
You can read more about the GSA Way in our recruitment pack.
Benefits
In support and recognition of our colleagues who will help us deliver our employer strategy, we offer a fantastic benefits package. This includes.
- Trust based flexible working and supportive and friendly teams
- 25 days annual holiday entitlement, increasing to 30 days
- One day off for your birthday
- Opportunity to buy or sell annual leave
- A defined contribution pension scheme GSA matches up to 6% contributions
- We offer a service which provides 24/7 online GP appointments, second medical opinions, health checks, mental health support, 24/7 medical health helpline, wellbeing app, nutrition advice and fitness plans and legal and financial support.
- Access to Blue Light discount card membership
- Confidential Employee Assistance Programme (EAP).
- Cycle to work Scheme
- Eligible for occupational sick pay
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.