Customer Experience Advisor

Overview

The first 6 months will be based in office, at our contact centre in our Basingstoke office. Once we have trained you up in a specialist area, with a strong foundation knowledge of various aspects of housing management and repairs, we can then offer you hybrid working.

• As a customer experience advisor in our contact centre, you will be the first point of contact for our customers, handling a high volume of inbound phone calls and answering customer queries through other digital channels.
• You will provide friendly, efficient, and helpful first‑class customer service, aiming to provide a 'right first time' service, and working closely with colleagues and other teams across the business to handle enquiries at first point of contact where possible.
• You will spend the majority of your time on the phone, so excellent communication skills are key!
• You will have excellent customer service skills and be able to provide friendly, efficient, and helpful first‑class service to our customers.

• Deliver a high standard of customer service in a high‑pressure environment, preferably within a contact centre.
• Handle complex, varied customer contacts and resolve them effectively.
• Problem‑solve, adapt, and remain resilient throughout interactions.
• Use all available digital channels to assist customers and provide first‑time resolutions.

• Great verbal and written communication skills.
• Computer literate.
• Genuine passion for helping people and the ability to diffuse difficult situations while remaining empathetic, professional, and resilient.
• Excellent time‑management skills and the ability to thrive in a busy environment.

VIVID Housing, Basingstoke, RG21 6XG

Salary: £22,026 (£27,815 pro rata) + discretionary bonus. Permanent.

• A productivity‑related bonus scheme to enhance take‑home pay.
• A generous contributory pension of 6% (we match employee contributions between 7% and 10%).
• Life assurance paid at three times annual salary.
• Private medical insurance.
• Health care cash plan called Medicash.
• Enhanced pay for maternity, paternity, adoption, and shared parental leave.
• Access to counselling, legal, and financial information.
• Electric car scheme.
• Huge variety of in‑house & e‑learning courses and a range of coaching and mentoring programmes.

29.3 hours per week split as follows:
Monday 9‑5 pm, Friday 9‑4.30 pm with 30 mins lunch, and Tuesday/Wednesday/Thursday 12‑5 pm. 26 days holiday (plus bank holidays) pro rata, with the opportunity to buy or sell annual leave.

We are holding an in‑person hiring event on the evening of Monday 9 March. The event will include an introduction to VIVID and our Customer Experience department, some interview tasks, and the chance to chat with some of our team and ask questions. If your application is successful, we will be in touch with more information about the hiring evening.