Customer Service Advisor Location: Birkenhead Salary: £9,078 per annum Hours: 16 hours per week Job Type: Fixed Term This role is a part-time role on a temporary basis working 16 hours per week, based head office in Birkenhead, Wirral. The office is easily accessible from transport links, just a short walk from the train station and local bus routes. Free parking is provided either on site or nearby. The Contact Centre predominantly deals with more than 4000 inbound calls weekly. Our team is the first point of contact for our tenants and customers. We deal with a variety of identify enquiry types and customer needs within a wide range of issues including repairs, housing service, income, emergency issues and support. Responsibilities of the Customer Service Advisor: * Maintain high levels of customer service, responding to customer access points within set quality standards, procedures and response times. * Identify the enquiry type, assess the customer's needs and initiate appropriate action within the set parameters on a wide range of issues including but not exclusive: repairs, housing services, income, emergency issues and support. * Gain accurate information for the customer, advising of solutions or updates to their enquiries/requests. * Operate and accurately update the telephone software system, capturing full customer information keeping the database up to date. * Undertake the completion of the community alarm process and agreed types of associated Telecare peripherals, within agreed set standards. * Respond within agreed targets and protocols to all response visits. * Undertake maintenance tasks associated with stock control, reprogramming, replacement of batteries and pendent testing. * Maintain appropriate clerical and computer records in accordance with statutory, organisational and Quality Framework Standards. * Undertake surveys or outbound publicity campaigns. * Complete investigations to respond to service enquiries, complaints and compliments, updating the 'feedback' system within the agreed procedures and timeframes. * Effectively communicate and manage the social media sites which Magenta Living actively participate in and to ensure that you represent the company in a professional manner * Represent the service within internal or external Magenta Living initiatives. * Assist the Team Leader in new staff induction programme. * Undertake an agreed role with Magenta Livings Emergency Planning. * Participate and have ownership of performance reviews, staff meetings and Magenta Livings Personal Development Programme, * Assist the Team Leader in achieving and maintaining agreed Quality Framework Standards. Requirements of the Customer Service Advisor: * Experience in working within a team. * Experience in the working with frontline technical systems and the associated hardware and software. * Experience of maintaining procedures and service standards within a recognised quality assurance standard. * Experience in working in a busy, high-pressurised customer focused frontline service. * Contact Centre experience desirable * Holder of or working towards a relevant technical or customer service orientated qualification, Desirable. * Able to work flexibly to meet the demands of the service. * Cover shifts when requires across the operation including Bank Holidays and Christmas period if required. Benefits of becoming the Customer Service Advisor: * 25 days annual leave entitlement (full-time equivalent, pro rata for part-time employees) * Flexible Benefits * Healthcare Cash Plan * Pension Scheme * Paid Professional Membership Fees * Employee Recognition Scheme * Talent Management Programmes and e-learning access * Wellbeing and Employee Engagement initiatives * Free parking at either our head office or main depot If you feel like you meet the above criteria for the Customer Service Advisor, then please apply now!