Vacancy details

OneCALL Advisor – Multiple Vacancies

Reference W127/19
Location Wakefield District
Salary £19,104 - £21,708
Closing Date 19 November 2019
Notes 1 x 37 hours (permanent)
1 x 18.5 hours fixed term up to 11 months (Salary pro-rata)
Working between 8am and 6pm, over four or five including some weekend working. Working patterns to be discussed at interview and agreed prior to appointment.

We are currently looking to recruit to our award-winning customer contact team, that is available 24/7, 365 days a year.

In the role you will assist in the delivery of a comprehensive and customer focused service, co-ordinating appropriate responses to a range of enquiries by working with other areas of the business if necessary and resolving problems efficiently.

You will also answer a variety of enquiries received across all channels, including at service access points (SAPs), by phone or on electronic platforms. Services will be delivered in a consistent manner, in accordance with service standards identified in the Customer Charter and other organisational policies and procedures.

For more information about the role please contact Joanne Biltcliffe, OneCALL Manager on 01977 788523, alternatively why not check out our ‘day in the life of a OneCALL Advisor…

A OneCall Advisor sat at a desk

In OneCALL no two days are the same.

I’m Ryan Meah and I am a OneCALL Advisor.

I’m usually based in our Castleford Contact Centre handling customer enquiries and problem solving on a daily basis. However, it’s not all about answering the telephone. There are occasions where I work from our Hubs across the district helping people face to face and make outbound calls to make sure emergencies are attended to as quickly as possible.

Every day is different and the enquiries I receive within this role are varied and come not only from our tenants but also from prospective tenants and other agencies such as the emergency services and our employees reporting issues that impact our properties and customers.

On a typical day I could be logging repairs on our computer system, answering rent account queries, setting up Direct Debits or organising to end tenancies. I deal with queries regarding rehousing and bids on properties and allocate jobs to our trades people to make sure any issues are resolved as quickly as possible and tenants receive the very best service.

We know the benefits of getting people online so I take every opportunity to talk to customers about our customer mobile app and tell them how they can log repairs online to encourage tenants to do things digitally.

My shift patterns are varied and include weekend work but I know when I’m working well in advance, so it’s easy to make arrangements around my working pattern.

This role is very fast paced and every day brings new challenges.

As a OneCALL Advisor I am often the first person a customer speaks to, sometimes it can be in difficult circumstances so being able to help that person makes this a very rewarding job.

As an employer WDH can offer you a great set of benefits which includes:

  • 25 days holiday (rising to 30 over 5 years service) + statutory bank holidays;
  • a wide range of personal development opportunities;
  • a fantastic health and wellbeing package;
  • a very attractive pension scheme (14.3% employer contribution); and
  • "cycle to work" scheme and discounted shopping platform

WDH is accredited by Investors in People, which means we recognise that our employees are our most valuable asset.

You can also contact our Recruitment Team on 01977 724698 or by email to recruitment@wdh.co.uk.

Please note: we do not accept CVs.