Job Description

Our mission and values

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Our Purpose

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heylo helps aspiring homeowners and renters find a place to call home

Our Mission

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Passion for the highest quality service to more and more customers, dedication to working in partnership with housing suppliers successfully and commitment to acting with integrity

Our Vision

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To be a leading privately owned residential provider in the UK with a reputation as the most respected and customer-centric

Position:

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Role Purpose

To deliver exceptional customer service is the first point of contact for Heylo's customers.

Key Responsibilities and Accountabilities

Ensure excellent and effective customer service is delivered at all times, across all media types, by efficiently addressing the needs of customers, using active listening skills to diagnose solutions to a wide range of customer problems and queries. Take ownership of customer queries to deliver a seamless, informative, and professional service. Respond positively to customer complaints and dissatisfaction, demonstrating empathy and understanding Take responsibility for managing your own workload to ensure all key performance indicators are met or exceeded Take personal ownership to keep knowledge of services, products, policy and procedures up to date Proactively identify and escalate risks, taking responsibility for complying with all policies, procedures and regulatory requirements Work in collaboration with other business areas when needed to ensure that the service to the customer is as seamless as possible. Work flexibly with colleagues, through a rota system, to ensure phone cover during all business hours. Assist the Customer Service Team Leader in the collation of information for reports and presentations as required.

Requirements:

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The candidate will have:

Passes in GCSE English & Math's at grade 4 or above or equivalent or ability to operate at that level. (E) Experience working in a busy call center environment making inbound and outbound calls; (E) Resilience, strong listening skills and exceptional customer focus. (E) An ability to use multiple systems to process information at pace whilst maintaining attention to detail and accuracy. (E) Experience working in a regulatory environment and meeting demanding Key Performance Indicators. (E) Excellent communication, interpersonal, organisational and time management abilities. (E) Excellent grammatical and administration skills and attention to detail, highly efficient in the preparation of documentation. (E) Experience of being able to ensure compliance with the company's policies, procedures, and objectives in carrying out the role. (E) Strong IT skills to include Microsoft Office, and the ability to present complex data in an easy-to-understand format, including writing Board reports (E) Knowledge and experience of safeguarding policies and procedures (D) Some knowledge of Shared Ownership and/or the PRS markets would be ideal but is not essential. (D)

Other information:

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Standard Responsibilities

Adopt and comply with Heylo values, policies and procedures, and regulatory frameworks.

No role profile can cover every issue that may arise within the post at various times.


The postholder is expected to carry out other duties from time to time, which are broadly consistent with those described. Duties may be changed, after discussion, to suit the operational requirements of heylo.

Organisational Competencies

We want to make Heylo a great place to work and a great organisation that really delivers for its customers. Our values guide how we work every day. Everyone within the organisation is expected to demonstrate the following:

Innovation

- We will always strive to improve the quality of our execution to improve our service to our customers and our returns for our business.

Results focused

- We enjoy providing affordable housing for highly satisfied customers leading to dynamic growth and sustainable profitability for our business.

Collaboration

- We work together as a team and communicate effectively with our partners, customers and stakeholders.

Integrity

- We will act with honesty and aim to meet the highest ethical standards in our dealings with our colleagues, customers and stakeholders and in full compliance with our regulatory obligations.

Respect

- We support each other and value the contribution and ideas of others.

Salary and benefits

Salary: 26,000 - 28,000 depend on experience

Hours of work:

Full-time 39 hours per week with the ability to work up to 60 days a year home working. In this role, we expect there to be a degree of travel and flexibility, with some evening and weekend working as necessary.

Holiday:

25 days a year plus English Bank Holidays


For full details of the benefits we offer, see here

Who are Heylo?

Our Purpose

- Heylo helps aspiring homeowners and renters find a place to call home

Our Mission

- Passion for the highest quality service to more and more customers, dedication to working in partnership with housing suppliers successfully and commitment to acting with integrity

Our Vision

- To be a leading privately owned residential provider in the UK with a reputation as the most respected and customer-centric

Additional information

The employer is ResiManagement Ltd. ResiManagement Ltd provide management services to the Heylo Housing Group Ltd.