About Company
Flagship Group is one of the largest housing associations in the East of England, dedicated to providing safe, affordable homes and support services to thousands of people across the region. With a strong commitment to making a positive impact on communities, Flagship Group goes beyond just housing, offering a range of services designed to help residents live independently and thrive. Our vision is to solve the housing crisis in the East of England, and we achieve this through building new homes, investing in existing properties, and fostering strong community relationships. We are a values-driven organization that believes in collaboration, innovation, and putting our customers at the heart of everything we do.
Job Description
Are you a compassionate, articulate, and problem-solving individual with a passion for helping people? Do you thrive in a dynamic, remote work environment where your contributions directly impact the well-being of thousands? Flagship Group is seeking a dedicated Customer Service Consultant to join our thriving remote team, based out of Norwich, England. In this vital role, you will be the empathetic first point of contact for our residents, providing essential support, detailed information, and effective solutions to their housing-related queries. This is more than just a call centre job; it’s an opportunity to genuinely connect with individuals, understand their unique needs, and guide them through various processes, ensuring a positive, seamless, and supportive experience with Flagship Group.
You will be instrumental in upholding our unwavering commitment to excellent customer service, handling a diverse range of enquiries that could span from urgent maintenance requests and intricate rent payment queries to tenancy agreement clarifications and signposting to crucial community support services. We are looking for someone who can not only empathize deeply but also actively listen, communicate clearly, and resolve issues efficiently and effectively, even in challenging or sensitive situations. Your ability to de-escalate concerns and provide reassurance will be key to your success.
Working independently from your well-equipped home office, you will nevertheless remain a crucial part of a supportive and collaborative remote team. We leverage modern communication and collaboration tools to ensure you stay connected, informed, and productive, fostering a strong team spirit despite geographical separation. We believe in empowering our team members with the training and resources they need to excel. If you are passionate about making a tangible social impact, possess an innate ability to make people feel heard and valued, and are ready to contribute to a mission that creates sustainable communities and helps solve the housing crisis in the East of England, we strongly encourage you to apply. Join us in making a real difference in people’s lives, one conversation at a time.
Key Responsibilities
- Serve as the primary point of contact for residents, handling enquiries via phone, email, and live chat.
- Provide accurate and timely information regarding tenancy agreements, rent payments, repairs, and community services.
- Resolve resident complaints and issues efficiently and empathetically, escalating complex cases to relevant departments when necessary.
- Update and maintain accurate resident records within the CRM system.
- Collaborate effectively with internal teams (e.g., repairs, housing officers) to ensure seamless service delivery.
- Proactively identify and suggest improvements to customer service processes and resident experience.
- Adhere to all company policies, procedures, and data protection regulations.
- Participate in ongoing training and development to enhance product knowledge and service skills.
Required Skills
- Proven experience (minimum 1 year) in a customer service role, preferably in a remote environment.
- Excellent verbal and written communication skills with a professional and friendly tone.
- Strong problem-solving abilities and a calm demeanor under pressure.
- High level of empathy and active listening skills.
- Proficiency in using CRM systems and standard office software (e.g., Microsoft Office Suite).
- Ability to work independently, manage time effectively, and prioritize tasks in a remote setting.
- Reliable internet connection and a dedicated, quiet home workspace.
Preferred Qualifications
- Experience within the housing sector, social housing, or a related regulated industry.
- Familiarity with housing management software.
- NVQ Level 2 or equivalent in Customer Service.
- Experience with multi-channel customer service platforms (phone, email, chat).
Perks & Benefits
- Competitive annual salary with regular reviews.
- Generous annual leave allowance plus bank holidays.
- Defined contribution pension scheme.
- Comprehensive health and well-being support programs.
- Employee Assistance Programme (EAP).
- Opportunities for professional development and career progression.
- Access to a wide range of discounts on retail, travel, and leisure.
- Remote working flexibility with IT equipment provided.
- A supportive and inclusive company culture.
How to Apply
Ready to make a difference? Click the application link below to submit your CV and cover letter. We look forward to hearing from you!