Customer Service Officer

For almost 70 years, Abbeyfield Living Society has been a leading provider of housing and care for older people across England. Our work is guided by five core values – Care, Compassion, Community, Integrity and Excellence – and we are proud of the difference our teams make every day in the lives of residents, colleagues and local communities. Are you someone who thrives on making a difference? Join us and build a rewarding career as a Customer Services Officer, where your skills and compassion truly matter

Role: Customer Service Officer Location: Remote/Home Based with travel to Solihull every 3 months Hours: 35 Hours a Week. 9am – 5pm Contract: Permanent Pay: Up to £27,810 per annum

The Role of Customer Service Officer:

Your role will be to provide a high quality, effective and professional, customer service and sales service ensuring a positive experience for residents, families, staff, and external stakeholders. This role is crucial in upholding Abbeyfield's values by delivering exceptional customer service, building strong relationships, and contributing to a supportive and welcoming environment across the Society. As the Customer Services Officer, you will support with a diverse range of enquiries, providing information, resolving issues, and escalating complex matters as needed, while maintaining accurate records and contributing to continuous improvement of customer service processes.

Main Responsibilities:

Ensuring enquiries are maximised:

• Ensure all enquiries are dealt with in a professional and timely manner.
• Ensure all enquiries are captured in QL so that monitoring of leads can be maintained.
• Proactively use information and resources to ensure that skills and knowledge are kept up to date and continuously developed.
• Arrange for marketing materials and brochures to be distributed in a timely manner.
• Develop relationships with stakeholders such as Local Authorities to encourage referrals.

Customer Admissions:

• Ensure Customers are provided with the information and support they need at every stage.
• Work collaboratively with CHMs and SHMs to deliver an admission process that puts the Customer at the heart of every decision and action.
• Work seamlessly with the Customer Accounts Team to ensure maximum revenue, minimal new Customer arrears, and a positive payment culture.
• To arrange and co-ordinate the provision and completion of contracts/documentation
• Capture, analyse and regularly report on Customer satisfaction with the admissions process.

General Enquiries and Customer Service

• Handle all in-bound (non-enquiry) calls, ensuring handling in a timely and professional way.
• Providing accurate and appropriate information to callers, always striving for a first-time resolution.
• Work collaboratively with colleagues from all departments to provide seamless service to callers.
• Update logs and records as necessary to capture call details, allocating actions to other departments where appropriate.
• SLA’s are delivered as specified, to enhance the customer experience at meet KPI’s

Essential Criteria:

• Experience of success within a customer service and sales environment.
• A proven record of delivering the right outcome, first time for Customers.
• A strong communicator, with good verbal and written communication skills.
• GCSE Maths and English to level 4 (or equivalent).
• IT literate with the ability to manage multifaceted inboxes, create diary appointments and to navigate multiple systems at speed.
• Excellent Telephone manner.

Desirable Criteria:

• Experience of working for a not-for-profit or voluntary organisation.
• Experience of using a CRM and/or finance software.
• Knowledge of the Housing and/or Care sector.
• Previous customer service / call centre experience.

Rewards & Benefits At Abbeyfield Living Society, we are committed to rewarding our staff for their hard work. Our benefits include:

• £27,000 per annum salary
• Up to 33 days paid leave, including bank/public holidays. 3 extra days annual leave after 5 years service
• With Dayforce Wallet, access your extra pay instantly, with no waiting until payday!
• Book Virtual GP appointments, claim back healthcare and dental expenses with Medicash
• Comprehensive induction and training
• Pay progression within role based on skills and contribution
• Learning and career development opportunities – support with on-the-job qualifications
• Occupational sick pay
• Company pension and life assurance
• Employee Assistance Programme
• Discounted gym membership
• Cycle to work scheme
• Shop and save vouchers
• Opportunity to obtain Blue Light Card discounts
• A menopause-friendly accredited organisation

Please note this role will require eligibility to work in the UK and two satisfactory employment references. You may be asked to provide details regarding convictions; failure to disclose convictions may result in an offer of employment being revoked.