Job Description

Job Title:

Customer Service Officer

Head Office Location:

Brindley Place, Birmingham

Job Location:

Methuen Park, Chippenham, Wiltshire

Salary:

23,200 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

GreenSquareAccord is one of the biggest social housing and care providers in England.


We believe passionately in our mission to build better lives and provide social housing and support services to 54,000 people across our four localities. We are proud to play an active role in helping people to deal with the consequences of the housing crisis by providing affordable homes for people in our communities who need them most.


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:


25 days annual holiday entitlement A defined contribution pension scheme. Trust based flexible working and a Confidential Employee Assistance Programme (EAP). Two days paid volunteering leave per year Buying and selling of annual leave Opt-in health cash plan with cover on eye test and glasses, Dental, therapy and much more!

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.