Customer Service Advisor

Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers.You are applying for a role with mydeposits, part of HFIS Limited - the group behind trusted brands such as Total Landlord Insurance, Property Redress, Landlord Action and Hamilton Fraser. HFIS Limited is part of Brown & Brown (Europe) Limited.Working options office basedWorking pattern full time - 6 month fixed term contractWorking hours 37.5 hours per week (shifts between 8:00am and 7:00pm (Monday to Friday) and 9:00am to 1:00pm (Saturday Reports to Contact Centre LeadWhat we're looking for:We're looking for someone with experience in working in a multi-channel contact centre environment, as you'll be working towards key performance indicators, scheme rules and other contact centre targets such as average call handle time and after-call work.You'll be responding to agent, landlord, tenant and interested party enquiries through in-bound calls, live chat, post and email, so you'll be passionate about delivering excellent customer service and highly organised.You'll be entering in data whilst speaking with customers, so you'll need attention to detail and be able to communicate clearly. As this is a busy contact centre, you'll be a natural at working in a team, cooperating with others and building effective working relationships.Some of the things you'll get up to:Responding to agent, landlord, tenant, and interested party enquiries including initial dispute notification and deposit releases via telephone (inbound and outbound), post, live chat, and e-mailProcessing membership, deposit protection and un-protection applications via telephone, emails, live chat, and post using the in-house systemProcessing agent member renewals, member compliance and credit control when neededProcessing and investigating misapplied payments and invoicing issuesSupporting the Membership division (CMP/PRS Membership and mydeposits Business Development teams) during busy periods, assisting with agent renewals, general processing, data entry and/or external callsCross selling (discussing and offering) other HFIS Group brand products, spotting opportunities via telephone, emails, live chat or postal enquiriesWe'd like you to have:Extensive knowledge of working in a multi-channel contact centre environmentExperience in the property sector especially the private rented sector, will be useful but not essential, as will a basic understanding of the insurance or financial services industryExcellent customer service skills with an excellent telephone manner and the ability to communicate clearlyExcellent attention to detailGreat organisational skills with the ability to meet deadlinesThe ability to adapt to different tasks at short notice and take initiativeAn enthusiasm to learn new skillsThe ability to work in a teamA sound level of written and verbal communication along with good maths skillsA good understanding of Microsoft Word and ExcelBenefits:23 days holiday + UK bank holidaysLife assurancePrivate health care for you and dependentsEmployee assistance programme, including GP line, cashback for treatments, advice lineSeason ticket loanRental deposit loanAnnual leave purchase schemeAs part of the HFIS Group, access to discounted personal insurance is availableAt HFIS we value development and progression of all our people and so we also offer financial support for studying towards professional qualifications plus study time. As a teammate you will also benefit from a wide variety of high-quality in-house and external training.We have a relaxed and friendly environment, and our dress code reflects this.We are an Equal Opportunity Employer. We take pride in the diversity of our team and seek diversity in our applicants.