Job Introduction
We’re hiring Customer Service Advisers. Join our fantastic team! Kick-start your career in housing!
Notting Hill Genesis is looking for enthusiastic and customer-focussed problem solvers who want to make a difference, to join our Customer Service Centre. If you’re a great communicator with a passion for excellent customer service, we’d love to hear from you!
Main Responsibility
Main Responsibility
As one of our CSC Advisers you'll be the first point of contact in providing outstanding customer service to a diverse range of our customers and residents, over the phone, email, live chat and social media platforms. In this varied role you'll be providing advice and assistance on a range of housing related enquiries, diagnosing, troubleshooting and booking in repairs, dealing with customer account queries and supporting our most vulnerable residents with requests for help via careline.
The Ideal Candidate
Working Pattern
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Mon |
Tue |
Wed |
Thu |
Fri |
Sat |
Sun |
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Week 1 |
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17:00 - 22:00 |
17:00 - 22:00 |
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08:00 - 16:30 |
08:00 - 16:30 |
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Week 2 |
17:00 - 22:00 |
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17:00 - 22:00 |
17:00 - 22:00 |
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The Ideal Candidate
Our focus is to bring a personal and local-feel service to our customers from afar, so you’ll be skilled in making real human connections with a wide range of people to provide the best possible customer experience. We don’t use scripts and encourage you to show your personality and be yourself, so excellent communication and problem-solving skills are essential for this role. The Customer Service Centre is a busy and fast paced environment and we’re looking for people who thrive working under pressure. You must be computer literate and be able to multi-task across systems and have the ability to react to changes quickly. You will have a flexible and proactive approach towards work and demonstrate a real belief in providing great customer service.
No previous housing experience or knowledge is necessary - we'll teach you that! We are looking for people who put the customer at the heart of everything they do, if this sounds like you apply today!
In exchange, we offer a fun and supportive working environment with high quality facilities. A generous holiday entitlement of 25 days pro rata, rising to 27 days pro rata after 2 years of service + bank holidays + additional time off during the festive season (or TOIL of worked) and flexible working opportunities (qualifying period may apply).
Also, we offer these core benefits:
• Pension scheme - we operate various pension schemes on a defined contribution basis; we think investing in your future is important, so we offer an element of employer matched contributions.
• Enhanced maternity, paternity and adoption pay - we offer enhanced maternity and adoption pay in addition to statutory entitlements (qualifying period may apply).
• Employee assistance - free confidential advice and counselling services provided by independent specialist organisations.
• Health cash plan - you can claim money back towards your everyday healthcare costs (dental, eye care, physiotherapy, health screening).
• Staff discounts - we give our staff access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance and much more.
• Interest free loans: season ticket loan, tenancy deposit loan and training loan - repayments are spread over time and are taken directly from your salary (qualifying period may apply).
• Cycle to work scheme - to encourage employees to cycle to work and reduce their CO2 emissions, now including electric bikes.
How to apply
Please apply for this role with us online. If you are not able to apply online or would like further details please contact our Recruitment Partner - Retinue Solutions.
Closing Date - Midnight 23rd December 2022
At our customer services experience day (at interview) you'll have the opportunity to see the great facilities available to our staff via an office tour, you’ll meet the Customer Service Centre management team, have an opportunity to ask questions and also hear about NHG’s Customer Service Centre specifically. We encourage career development and have a great reputation for rewarding our staff.
About the Company
About the Company
Notting Hill Genesis is now one of the largest housing associations in London and the south east. We own and manage more than 66,000 homes and employ around 2,000 staff. We provide homes across a range of tenures and are committed to continuing to deliver housing that is affordable to all. Our roots reach back to the 1960s when our legacy organisations were established by local people who shared a similar vision – to house west London’s working poor, providing them a home from which to build themselves and their families a secure future.
Our people
We value our people and both respect and celebrate their differences. We’re proud to say that our colleagues come from different backgrounds, with varied outlooks and are from all over the world. We encourage and are committed to diversity. We know that when people with varied experiences and unique points of view come together, it makes us a stronger organisation and more able to help the wide range of residents that we serve. We want all our colleagues to bring their full selves to work in a culture and environment based on respect and fairness, regardless of role, background or ability.
Our pledges
We are proud signatories of the G15 group’s diversity pledge to encourage more diversity in the boardroom and at senior level. The pledge on Black, Asian and minority ethnic (BAME) diversity commits NHG to reflect the ethnic diversity of the communities we work in at all levels and particularly at senior managerial, leadership and board levels.
We have under-representation of BAME colleagues at this level and are keen to fill this gap. We welcome applications from everyone. For this role, we especially encourage BAME candidates to join us and be part of an inclusive culture that celebrates diversity, equality of opportunity and provides a place for you to grow your career.
We are also a Stonewall Diversity Champion, a Disability Confident employer and have signed up to Harry’s Pledge. We actively monitor the diversity of our workforce and strive to show equal representation throughout all levels of the organisation.
To find out more about Diversity and inclusion at NHG, please visit our website.
