Customer Service Advisor

The Organisation:

TDS Group run the leading tenancy deposit schemes across the UK. Operating on a not-for-profit basis and offering a free service to landlords, letting agents, and tenants, TDS offer a free, impartial Alternative Dispute Resolution (ADR) process to parties who are in dispute over deposits at the end of a tenancy. TDS Group also offer a self-resolution process to help parties reach amicable settlements without the need to proceed to formal ADR. This role is in our Customer Operations Team. This role will be based in our Glasgow office where our Scottish deposit scheme, SafeDeposits Scotland, is based. This role will involve working across the whole TDS group, covering the whole of the UK.

Why should you come work for TDS? We recently came 3rd in The Times Best Companies to Work For in the not-for-profit sector. We were also in the top 100 mid-sized companies to work for in the UK in 2021. This is reflected in our staff retention and the length of service of most of our staff. TDS is committed to delivering industry leading service. We hold Customer Service Excellence Accreditation, and we have 69% of the market in Scotland for tenancy deposits.

TDS is committed to being an equal opportunities employer. We welcome and encourage job applications from people of all backgrounds.

The closing date for applications is 31/03/2023. Interviews can be conducted in person at our Glasgow office or via Zoom/Teams.

The Role:

Job Title: Client Advisor

Department: Customer Operations Team

Primary Location: Glasgow. This role will involve a hybrid of working from home and office-based work. A company laptop will be provided for home working.

Reports to: Customer Operations Manager

Hours of Work: Full Time. 35.43 hours per week. Varied shifts between 0800-2200, Monday to Sunday. Most shifts will be Monday to Friday with no more than one Saturday/Sunday per month.

Starting salary: £21,445 per annum (Base salary of £19,645 plus annual cost of living payment of £1,800, paid in monthly instalments of £150). Salaries are reviewed annually. Enhancements are paid for evening and weekend shifts.

Key Purpose

The post holder is expected to effectively carry out various administration and support tasks in the efficient delivery of excellent customer service to all service users (tenants, landlords, and letting agents).

Key Accountabilities

• Provide excellent customer service to all service users and clients.
• Answer incoming telephone calls from tenants, landlords, and letting agents.
• Respond to enquiries via the email inbox and Live Chat system.
• Update and maintain customer database and other relevant in-house systems.
• Handle data sensitively
• Complete admin/ad-hoc tasks as required.
• Provide excellent customer service to all service users and clients.
• Assisting with managing client accounts, liaising with clients whilst seeking to improve on service being delivered.
• Occasionally attend external events/networking when required to promote our service.

Experience and Knowledge Required

• Experience of working in a customer service environment
• Previous administration experience is desirable but not essential.

Skills Required:

• Well-developed communication skills
• Ability to multi-task, prioritise workload and use initiative.
• Problem solving abilities including good numeracy skills.
• Attention to detail and accuracy whilst adhering to strict deadlines.
• Able to handle sensitive data and an ability to demonstrate professionalism, maturity and discretion.
• Computer literacy including proficiency in using MS Office
• Education to Standard grade (or equivalent)
• Able to work well within a team environment.
• Able to demonstrate diplomacy.

Benefits:

• Discretionary bonus scheme
• 27 days annual leave, plus 8 public holidays
• Company laptop
• Employer contribution pension scheme
• Death in service cover (after probationary period)
• BUPA (taxable benefit)

Job Types: Full-time. Permanent

Job Type: Permanent contract

Schedule:

• 8-hour shift with 1 hour break.

Ability to commute/relocate:

• Glasgow, G2 4QY: reliably commute or plan to relocate before starting work (required)

Application deadline: 28/04/2022

Job Types: Full-time, Permanent

Salary: £21,445.00 per year

Benefits:

• Casual dress
• Company events
• Sick pay

Schedule:

• 8 hour shift

Supplemental pay types:

• Bonus scheme

Work Location: Hybrid remote in Glasgow