Customer Service Centre Trainer

  • Job Reference: 00038891-1
  • Date Posted: 13 February 2021
  • Recruiter: CV-Library
  • Location: Scarborough, Yorkshire
  • Salary: £26,994 to £28,804
  • Sector: Real Estate & Property, Facilities Management, Covid-19
  • Job Type: Permanent

Job Description

Customer Service Centre Trainer

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We are currently looking for a Customer Service Centre Trainer who’ll fit right in with our amazing team, helping to deliver a “one stop shop” service to tenants and other customers of Beyond Housing.

You will identify training needs within the Service Centre and colleagues throughout the business, and develop and deliver training solutions that support the continuous development and success of our service’s ability to provide an excellent, efficient and effective first contact resolution service to our customers through telephone, face to face and digital contacts.

You will be an innovative and dynamic individual with a passion for customer service excellence. You will demonstrate experience in developing and delivering engaging training and coaching, to motivating and driving performance, to meeting KPI's to deliver the best customer experience in the most efficient way.

The Service Centre is a continuously developing team, growing our service offer with an aim of providing a first contact resolution service to our customers. They receive around 25,000 contacts a month through a variety of communication methods, including telephone, email, live chat, text, web queries and face to face at reception. The team also undertake administration tasks covering areas of customer satisfaction, rental income, tenancy management, and choice based lettings, with an ambition to answer our customer’s enquiries at the first point of contact. We are dedicated to providing an excellent customer experience to all that contact us.

Due to COVID-19, many Beyond Housing colleagues are staying safe and working from home if their role allows for it - as a Customer Service Centre Trainer you will also have the opportunity to do this though this role does require some office based working too. Once it is safe for colleagues to return to the office you will still have the flexibility to work from both the office and/or home we support ‘agile’ working. We understand how important your work environment is when joining a new company, so we will work with you to ensure your work setting is suitable for you.

Leanne Broadhead is our Service Centre Manager, so if you fancy a chat to find out more about the amazing work our Service Centre does, why not give her a call on (phone number removed).

We are not working with recruitment agencies on this vacancy. Closing date for applications is Monday 15 February 2021.

Who is Beyond Housing?

Our story began in 2018 and we’d like you to be part of our future. With over 700 colleagues forming the Beyond Housing family, we cover 411 square miles with more than 15,000 homes, serving 30,000 customers. Our mission is simple; to provide homes customers want, services they value, delivered by people who care. We want to help our customers and communities to succeed and thrive. Considerate, collaborative, ambitious and accountable – that’s just our way of life.

Our offices are more than just the space we work in. We encourage inspiration, creativity and productivity in a relaxed and comfortable environment. We’re looking for people who are travelling in the same direction when it comes to the way we work, live our values and deliver our services. Our reward and recognition offer is pretty impressive too!

We have ambitious plans for further growth and impact, and we need the right people to take this leap with us. It may be challenging at times, but you can be assured that it is going to be rewarding and inspiring. After all, we are changing lives, every day, in all that we do.

Why choose us?

The team here at Beyond Housing genuinely care about the work we do to transform the lives of our customers. We think this is a pretty big reason to love your career at Beyond Housing, and that’s why our benefits package shows Beyond Housing genuinely cares about its teams too.

Our people are our best asset, so we want to make sure your wellbeing is the best it can be. Our responsibilities as an employer extend beyond the workplace, we want to make sure we can help and support you when you need it most.

So here goes:

* Flexible working patterns to suit your commitments

* Generous holiday entitlement

* Impressive salaries with incremental pay increases for most colleagues

* Competitive pension scheme with generous employer contributions

* Life assurance to look after your loved ones

* Health plan

* A much needed caffeine boost with free tea and coffee (and cordial for when you’re feeling parched)

* Cycle to work scheme (if you’ve got the legs for it)

* Annual cost of living pay rise

* Agile working – to give you that positive work life balance