Customer Service Advisor (full time)

Accountable to:

Team Leader and Head of Customer Operations

Liaison with:

  • TDS Customers
  • TDS staff
  • General public
  • Job summary:

    We are The Dispute Service and we safeguard tenants’ deposits throughout the United Kingdom, and offer a free dispute resolution mechanism in the event of dispute over its return. We are looking for a positive, flexible and hardworking person with exceptional customer skills to join our expanding team.

    Providing a first rate customer experience when customers contact us is all part of our mission to be the best tenancy deposit scheme in the business, and your exceptional customer service skills will help us achieve this goal.

    As part of the Operations team, you will be the first point of contact for answering customer enquiries about the service we provide.

    You’ll need to be outstanding on the phone and be able to quickly get to grips with the complexities of our business. You’ll be speaking to customers and recording the nature of their enquiry so we have useful insight in to why our customers are contacting us. If you have a background of working in housing, even better but as a minimum you must have a solid customer service and administration background.

    Candidates are expected to have excellent communication skills, both written and verbal, along with a demonstrable ability to be a competent computer user, including Word, Excel and Outlook.

    No job description can cover every issue that might arise and the post holder is expected to carry out other duties from time to time, broadly consistent with those listed below.
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    PRINCIPAL RESPONSIBILITIES

    1. Delivering a first class service to agents, landlords and tenants

    1.1. Provide a first class service to all customer enquiries;

    1.2. Answer telephone calls, respond to emails and deal with social media mediums within agreed timescales;

    1.3. Keep records and notes to support the work of other TDS teams;

    1.4. Deliver multi-skilled expertise to our customers, along with multi product knowledge;

    1.5. Communicate with all departments to ensure joined up customer service;

    1.6. Carry out other related tasks required across the department, as instructed;

    1.7. Deal with dispute queries, general queries & low-level complaints;

    1.8. Aim for first point resolution in every customer contact;

    1.9. Be curious in all you do and make suggestions for positive change. Likewise, be receptive to system and process changes.

    1.10. Some administration tasks are part of this role.

    PERSON SPECIFICATION
    Essential characteristics
    1. Job Knowledge

    Must be able to demonstrate practical knowledge and experience of:

    a) Providing excellent customer service;
    b) Being a confident communicator;
    c) Dealing with professionals in different aspects of our business;
    d) Administration skills.

    2. Communication

    a) Must be able to present basic information clearly and concisely, both verbally and in writing;
    b) Must possess good interpersonal skills, communicating effectively in order to advise and inform colleagues, customers and other stakeholders;
    c) Must be able to think ‘outside of the box’ to resolve customer queries.

    3. Equal Opportunities

    a) Must be able to demonstrate a commitment to equal opportunities, diversity and inclusion.

    4. General

    a) Must be able to identify with the aims and objectives of The Dispute Service Ltd;
    b) A flexible attitude to work is essential;
    c) Receptive to changing environment;
    d) Must demonstrate common sense and good judgement;
    e) Experience of Microsoft Word, Excel and Outlook;
    f) Must be able to handle different tasks simultaneously and prioritise a heavy workload;
    g) Must be willing to study for the Propertymark Level 3 qualification in Deposit Protection & Management;
    h) Educated to degree level.

    5. Required behaviour and attitude

    Applicants must:

    • be able to demonstrate a passion for excellent Customer Service;
    • be hard working;
    • be able to handle a range of different tasks simultaneously and prioritise a heavy workload;
    • have a flexible attitude to work; willingness to do overtime in our busy periods of the year;
    • be able to work unsupervised as well as within a team;
    • be able to identify trends in customer feedback and make suggestions to improve customer journeys and experiences;
    • demonstrate an affinity for customer excellence;
    • recognise the importance of fairness in all of our work;
    • demonstrate how they are making a difference in the work that they do;
    • be able to articulate the importance of teamwork.

    Hours of the role

    The Operations Department is operational from 8am to 6pm Monday – Friday, and you will be expected to work 37.5 hours on a three week rota. Overtime is offered during our busy periods at evenings and weekends which we expect support with.

    How to apply

    If you think you are suitable for the role, please send your CV and cover letter explaining your suitability for the role, or send a request for the full job description, to:

    • Josanne Leon, Head of Human Resources
    • Email: josanne.leon@tenancydepositscheme.com