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Jobs » Senior Customer Services Officer

Senior Customer Services Officer

Based in Scarborough

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We are looking for an enthusiastic, proactive and well-organised person to join our Customer Service Team.

Senior Customer Services Officer (Ref: PG01)

6 months fixed term contract (potential to be extended)

37 Hours per Week (Monday to Friday)

Scale 6, £25,356 - £27,017 (pay award pending)

Yorkshire Coast Homes (YCH) is a Charitable, Registered Provider responsible for managing, maintaining and improving over 4,300 homes in the Borough of Scarborough.

We are looking for an enthusiastic, proactive and well-organised person to join our Customer Service Team. 

This post is for a Senior Customer Services Officer supporting the Customer Services Team based at YCH’ Head Office in Scarborough. The Customer Service Team deliver a “one stop shop” service for customers of YCH, and answer 85% of queries at the first point of contact via the contact team, dealing with telephone, email, live chat, text and web queries and also via our Scarborough reception.

The purpose of this role is to:


  • To support and assist the Customer Services Manager in the day to day operational management of the Customer Service Team and assist in the attainment of targets and provision of performance monitoring data.


  • To ensure an effective, efficient and caring customer service is provided by the Customer Services Team by providing information, advice and training to members of the team.


  • To direct and advise Customer Service Advisors and deal with the more difficult and complex daily service requests and customer complaints by being a point of information referral and customer escalation.


  • To embed customer focus, diversity and VFM in all aspects of service delivery.

Duties and responsibilities include some of the following tasks:


  • Actively managing the Customer Services team to deal with incoming customer contacts in line with company objectives, service standards and performance targets.  This will include setting up and managing staff rota’s, lunch cover provision etc. to ensure that standards are met and managing in a real time environment.


  • Supporting the coordination and analysis of performance reports, in order to deal promptly and effectively in identifying both underperformance and good performance in the team and on an individual.


  • Provide support to Customer Service Advisors with mentoring and coaching to ensure that staff are developed and continually achieve excellent quality customer service in line with the organisation visions and values.


  • Provide effective input into how business processes, efficiency and customer service can be improved. Continuously provide feedback and suggestions to the Customer Services Manager on root causes of failure and suggested improvements.


  • Provide a point of escalation for Customer Service Advisors when they are not able to resolve a customer enquiry or complaint to a point of satisfaction.


  • Manging staff absence, including sickness absence following company procedures and ensuring that the flexi time system is accurate and up to date.

Please refer to the Job Description and Person Specification to ensure you meet the relevant criteria before applying.

This post will offer you membership of the Pensions Trust, flexible working, BUPA membership, 22 days leave plus public holidays and other local employee benefits.

Yorkshire Coast Homes is a Leader in Diversity. We particularly welcome applications from black and minority ethnic candidates as they are underrepresented within our workforce. 

If you would like any further information about the position please contact Susan Godbold, Customer Services Manager on (01723) 343430.

For an application pack you can:


  • telephone HR on 01723      343407; email or download details      from our website
  • call in at our      Scarborough (Brook House, 4 Gladstone Road, Scarborough, YO12 7BH) or      Whitby Office (The Coliseum, Victoria Place, Whitby, YO21 1EZ)
  • Forward your CV to and ensure you      complete the CV Declaration pro-forma linked on our website. Your CV will      not be accepted without this accompanying pro-forma.

Closing date:           12 noon on Monday 12th March 2018

nterviews:               21st March 2018



Between £25,356 and £27,017 Per Annum
Scale 6, Pay Award pending
Located in:
Closing Date:
12th March 2018
Yorkshire Coast Homes
Jobs on the Yorkshoire Coast

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