Contact Centre Customer Service Advisor

Job Title: Contact Centre Customer Service Advisor

Contract: Permanent ¦ 36\.25 hours per week ¦ Monday to Friday

Salary: £28,528

Location: Rochdale

Every conversation we have, has the power to improve someone's day. Do you want to be the voice that makes a difference?

At RBH, our Contact Centre Customer Service Advisors do far more than answer calls. They solve problems, provide reassurance, support vulnerable customers, and help people access the services they need. Whether a customer contacts us by phone, email, webchat, social media or face\-to\-face, our contact centre advisors are often the first person they speak to and provide the lasting impression they remember.

We're looking for people who genuinely care about delivering exceptional customer experiences and who thrive in a fast\-paced, supportive team environment.

If you're someone who loves helping others, enjoys solving problems, and wants to build a rewarding career with an organisation that puts people first, we'd love to hear from you.

What you'll be doing

As a Contact Centre Customer Service Advisor, you'll be responsible for delivering an excellent customer experience across a variety of channels, acting as the first point of contact for many of our customers.

Key responsibilities include:

• Handling customer enquiries through telephone, email, webchat, social media and face\-to\-face channels, providing a professional and responsive service at all times.


• Taking ownership of customer enquiries and seeking to resolve issues at the first point of contact wherever possible.


• Providing information, advice and guidance on a wide range of RBH services, ensuring customers receive accurate and timely responses.


• Promoting and supporting customers to access RBH's digital services and self\-service options.


• Processing customer payments and supporting customers with income\-related enquiries where required.


• Identifying customers who may be vulnerable or require additional support and ensuring they are signposted to the appropriate services.


• Accurately recording customer interactions and updating systems to maintain high\-quality customer records.


• Working collaboratively with colleagues across the organisation to resolve customer enquiries and deliver positive outcomes.


• Managing customer expectations and keeping customers informed throughout their journey with RBH.


• Supporting the delivery of team and service performance targets, including customer satisfaction and quality standards.


• Ensuring compliance with all RBH policies, procedures and relevant legislation.


• Contributing ideas and feedback to improve processes, customer journeys and service delivery.

We're looking for someone who:

• Has experience of delivering excellent customer service in a busy customer\-facing environment.


• Is an effective communicator with strong listening and questioning skills.


• Can build positive relationships with customers and colleagues.


• Remains calm, professional and resilient when managing challenging conversations.


• Has strong problem\-solving skills and takes ownership of customer enquiries.


• Is confident using multiple IT systems and digital platforms.


• Has excellent organisational skills and attention to detail.


• Enjoys working as part of a team and supporting colleagues to deliver great outcomes.


• Demonstrates a commitment to equality, diversity and inclusion.


• Shares RBH's values and passion for putting customers first.

What Success Looks Like

You'll succeed in this role if you:

• Put customers first.


• Take ownership and follow through on commitments.


• Build positive relationships with colleagues and customers.


• Deliver quality outcomes.


• Embrace change and continuous improvement.


• Demonstrate resilience and adaptability in a busy environment.

These qualities align closely with our values of Putting People First, Doing What We Say, Working As One, Open \& Transparent, and Delivering Quality.

What's In It For You?

As well as the opportunity to make a real difference, we offer:

• A competitive salary of £28,232


• A 36\.25 hour working week \- Monday to Friday only (NO Weekends)


• Shut down from Christmas Eve to 1st working day in January


• 30 days annual leave PLUS all Bank Holidays


• Option to buy additional annual leave


• 5 days' additional annual leave after 5 years


• Competitive pension scheme with employer contributions


• Healthcare cashback plan


• Employee Assistance Programme


• Virtual GP access


• Subsidised gym membership


• Learning and development opportunities


• Excellent career progression pathways


• Paid volunteering days


• A supportive and inclusive working environment


• and so much more!

Why Join RBH?

This isn't just another contact centre role.

At RBH, you'll join a team that has a real impact on the lives of our customers and communities every single day. You'll be empowered to resolve issues, make decisions, and provide support that genuinely matters.

No two days are the same. One moment you may be helping a customer make a payment, the next supporting someone who is vulnerable, resolving a housing enquiry, or helping a customer access our online services.

You'll be joining a team that:

• Supports one another


• Celebrates success


• Invests in development


• Encourages progression


• Puts customers at the heart of everything we do

A Place Where You Can Belong

At RBH, we're proud of our diverse workforce and the communities we serve.

We know that great customer service starts with great people, and we welcome applications from individuals of all backgrounds and experiences.

Our Message to Candidates

You don't need to know everything about housing to succeed here.

What matters most is your ability to listen, care, communicate and willingness to make a difference.

If you've worked in retail, hospitality, healthcare, customer service, administration, banking, contact centres or any role where you've helped customers and solved problems, your skills could be exactly what we're looking for.

Bring your enthusiasm, your passion for helping people and your desire to learn. We'll provide the support and training to help you thrive.

Ready to be the reason a customer's day gets better? Apply today and start your RBH journey.

We often review applications as they are received, therefore, you are encouraged to apply as soon as possible, as we may close this vacancy early.

Rochdale Boroughwide Housing Limited (RBH) is the UK’s first tenant and employee co\-owned mutual housing society, with over 12,000 homes throughout the local area.

As we’ve refocused our strategy back to our core housing role, we’ve taken the opportunity to work with our customers and colleagues to review and modernise the values that motivate us and will underpin everything we do. Our mutuality is focused on bringing genuine voice and influence to our customers and our colleagues in how we deliver our services. Our values get to the root of who we really are and what we stand for.

We listen with empathy, respond with compassion, and make it easy for our customers to access our services.

We earn trust through honesty, integrity, caring and keeping our promises.

We embrace our mutuality and work together to deliver great outcomes for the people living in our homes and communities.

We invest wisely in our people and make it easy for them to deliver services and create places that our customers are proud to call home.

We are curious, embrace diverse ways of thinking and seek feedback to help us improve.

RBH, Unique Enterprise Centre, Belfield Road, Rochdale, OL16 2UP

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