Customer Experience Advisor

Contract: 12-Month Fixed-Term Contract

Hours: 34.5 hours per week

Salary: £26,900 pro rata, increasing to £28,000 pro rata upon successful completion of probation, plus shift allowance

Shift Pattern: Combination of early, late and night shifts (7:00am–3:00pm, 3:00pm–11:00pm and 9:30pm–7:00am)

About the Role

As part of the On Call team, you will provide reassurance, assistance and practical support to a customer base of approximately 60,000 Anchor and private customers. You will liaise regularly with contractors, emergency services, colleagues, customers and their families to deliver an exceptional level of service. Full training and ongoing support will be provided.

Reporting to the On Call Team Manager (or Team Leader whilst on shift), you will work as part of a dedicated team delivering a 24-hour community alarm service to customers aged 55 and over across England.

Key Responsibilities

• Work alongside a team of up to 13 Customer Service Advisors to deliver a 24-hour community alarm service.
• Manage alarm activations, including medical emergencies, requests for carer support and property repair issues.
• Handle incoming and outgoing telephone calls in line with established policies and procedures.
• Provide reassurance, advice and practical support to customers, colleagues, contractors and visitors.
• Arrange out-of-hours emergency repairs and emergency service attendance when required.
• Assess situations and coordinate the most appropriate response, ensuring accurate records are maintained.
• Escalate calls and incidents appropriately, seeking guidance from Team Leaders where necessary.
• Process information received via telephone and email, maintaining accurate and up-to-date customer records.
• Exercise sound judgement and decision-making while remaining calm under pressure.

Required Knowledge and Experience

• Good numeracy and literacy skills.
• Working knowledge of Microsoft Office applications, particularly Excel, Outlook and Word.
• Experience of supporting customers remotely, identifying needs and managing expectations over the telephone.
• Experience working with older people, community alarms, alarm monitoring or within a call centre environment would be advantageous, but is not essential.
• Experience of working to targets or KPIs and taking ownership of personal development.

Required Skills

• A genuine passion for delivering outstanding customer service.
• Ability to remain professional, calm and empathetic in challenging situations.
• Strong interpersonal skills, with the ability to build and maintain effective relationships with internal and external stakeholders.
• Excellent verbal and written communication skills with a high level of attention to detail.
• Resilient, adaptable and flexible, with the ability to work a variety of shifts.
• Strong organisational skills, including the ability to multitask, prioritise effectively and manage competing demands.
• Sound judgement and decision-making skills, with the confidence to act independently when appropriate.

Anchor – a great place to work

Anchor is England’s largest not-for-profit providers of care and housing for older people. Our heartfelt ambition is to transform housing and care so everyone can have a home where they love living in later life.

We’re not-for-profit which means every penny we make or save is invested in the people who live with us, the places they live and the people who work here. That means a better standard of care and customer service, better wages, more investment in training and development and improved facilities.

A rewarding environment

From health and happiness to finance and your career, we’ll give you all the support you need.

Health & happiness

• Gym, fitness and wellbeing discounts
• Mental health support
• Flexible working options
• Access to online GP appointments

Finance

• Pension plan – contribute between 4% and 8% and we’ll match it or better
• Quick and easy pension transfer service
• Savings and financial advice, loans, free life assurance
• Discounts on shopping, holidays, phones, technology and more

Career

• Ongoing personal and professional development programme
• Leadership Pathways online learning resources
• Career progression and promotion opportunities

To see our full range of benefits, check out our dedicated being well website Please follow the link or copy and paste https://anchorbeingwell.co.uk/ into your browser

Celebrating diversity, celebrating you

Anchor is proud to be an equal opportunity employer. We aim to celebrate diversity and inclusion in all that we do, as we know that the more diverse our colleagues are, the better care and support we can give to our residents and each other.

We are proud to have an LGBT+ group for our residents, and also Disability, LGBT+ and race and ethnicity colleague networks. These work to celebrate diversity, address concerns, review policy and practice and empower their members. We also have an Inclusive Ambassador network to allow all colleagues to be part of promoting diversity and to be an ally to others.

We are a Gold Standard Inclusive Employer, a Stonewall Diversity Champion, Menopause Friendly and a signatory to the Care Leaver Covenant, HouseProud Pledge and Age Friendly Employer Pledge schemes.