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 |  remote working / office-based with optional rotational remote working in line with divisional requirements / office based

Working pattern |  full time

Working 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 Lead 

What 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-mail
• Processing membership, deposit protection and un-protection applications via telephone, emails, live chat, and post using the in-house system
• Processing agent member renewals, member compliance and credit control when needed
• Processing and investigating misapplied payments and invoicing issues
• Supporting 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 calls
• Cross selling (discussing and offering) other HFIS Group brand products, spotting opportunities via telephone, emails, live chat or postal enquiries

We’d like you to have:

• Extensive knowledge of working in a multi-channel contact centre environment
• Experience 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 industry
• Excellent customer service skills with an excellent telephone manner and the ability to communicate clearly
• Excellent attention to detail
• Great organisational skills with the ability to meet deadlines
• The ability to adapt to different tasks at short notice and take initiative
• An enthusiasm to learn new skills
• The ability to work in a team
• A sound level of written and verbal communication along with good maths skills
• A good understanding of Microsoft Word and Excel

Benefits:

• 23 days holiday + UK bank holidays
• Life assurance
• Private health care for you and dependents
• Employee assistance programme, including GP line, cashback for treatments, advice line
• Season ticket loan
• Rental deposit loan
• Annual leave purchase scheme
• As part of the HFIS Group, access to discounted personal insurance is available

At 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.