Job Description

About The Role


Are you a natural people person, with a passion for making a difference? Why not join LiveWest as a Customer Service Adviser?


Do you have a natural ability to deliver exceptional customer service? Do you have the drive and passion to positively impact our customers' lives, with the personal resilience to work in a high-pressured environment? Whether you are looking to start a career in Housing, or seeking a new challenge, this could be the role for you!


At LiveWest, our Customer Service team are at the heart of the business. As that first point of contact for all our customers queries, we pride ourselves on providing an exceptional service for all our customers.


This role can be demanding, challenging and ultimately very rewarding. No two days will be the same. This role is suited to people who remain calm under pressure, good at problem-solving and have excellent interpersonal skills, with an empathetic nature.


In this dynamic role, you will manage customer interactions across multiple channels, including phone, email, social media, live chat, and web forms. You'll need to remain calm in stressful situations, demonstrating both compassion and empathy while effectively resolving customer concerns. You will also collaborate with colleagues across the business to deliver high-quality homes and services to our customers.


Key Responsibilities:


Serve as the first point of contact for customers, offering support and guidance via multiple communication channels.
Collaborate with other teams to ensure the timely and effective resolution of customer issues.
Maintain accurate records, and efficiently manage multiple tasks using various IT systems including databases and Microsoft 365.


Why Join LiveWest:


This is a rewarding opportunity to be the first point of contact for customers, ensuring their needs are met with high standards of accuracy and efficiency. You will be part of a supportive team, working proactively to resolve queries and improve customer satisfaction. The role emphasises personal growth through continuous training and development, while fostering a collaborative environment. LiveWest values customer focus, innovation, and safety, making it an ideal workplace for those who are empathetic, adaptable, and committed to delivering exceptional service.


We have two full time positions available - both on a permanent basis, working 37 hours a week and will be fully office based in our Tolvaddon office.


The interview process for these opportunities will be two step. The first will be an initial virtual interview with our Talent Acquisition team on the week commencing 5 May followed by a further shortlisting process. If you are successful, you will be invited to an in-person interview at our Tolvaddon office on the week commencing 12 May.


For further information about this opportunity, please view our candidate information pack.


About The Candidate


To be successful in your application for the role of Customer Services Adviser you will meet the skills, knowledge and experience for a level one role (please see our candidate information pack) and the following requirements:


Have a strong commitment to the delivery of excellent customer service.
Have outstanding communication skills, whilst being patient and empathetic with our diverse customer base.
Have an inquisitive mindset with the ability to gather essential information, to resolve issues on the first contact.
Have proficient IT and record keeping skills with the ability to multi-task effectively.
Be aligned with our values; We are Customer Focused, We Challenge Convention, We Deliver Together.


You may have experience in: customer care, customer facing retail, hospitality, inbound call centre, contact centre, customer service centre, Social Housing, Housing Association.


Please note: we are unable to provide visa sponsorship for this role; therefore, you must have the right to work in the UK to submit an application for this role.


About The Company
Our Reward and Benefits:


Generous Annual Leave: Start with 26 days, plus bank holidays, increasing to 30 days with length of service - and the option to purchase up to 5 extra days (pro rated for part time roles).
Pension Contributions: Enjoy up to 9% employer contributions with our Defined Contribution scheme.
Health Benefits and Perks: Access to a health care cash plan (worth up to 1,100 annually), virtual GP services, discounted gym memberships, and retail discounts including access to a Blue Light Card.
Learning and Development: Invest in your future with ongoing personal and professional growth opportunities.
Family Support: Policies designed to help you balance work and family life, including a new child payment.
Wellbeing Matters: Priorities your health with mental health support, enhanced sick pay, wellness campaigns, and free flu jabs.
Smarter Travel: Save with our Cycle to Work and Car Benefit schemes.
Giving Back: Up to four paid volunteering days a year to support our communities.


About Us:


At LiveWest, we are united by a shared mission: to create a home for everyone. Each of us takes pride in playing our part in achieving this goal.


Our values guide everything we do - from how we work together to how we deliver exceptional services to our customers. Collaboration is at the heart of LiveWest, and we believe that we achieve more when we deliver together.


As one of the largest employers in the South West, our team of 1,800 talented colleagues provides a wide range of services to our 80,000 customers. We are passionate about nurturing local talent and creating opportunities for people within the communities we serve.


We are committed to supporting our colleagues, giving them the autonomy and encouragement they need to thrive and reach their full potential. Together, we are building brighter futures for everyone.


Inclusion at LiveWest:


At LiveWest, we are committed to fostering an inclusive and diverse workplace where everyone feels valued, respected, and empowered. We believe that our differences drive innovation, creativity, and excellent, and we strive to create an environment where all colleagues can thrive. As a proud member of Inclusive Employers, a Disability Confident Employer, and a signatory of the Armed Forces Covenant, we are dedicated to supporting all our colleagues and ensuring that our workplace is welcoming and accessible to all.


We welcome individuals of all backgrounds, experiences, and perspectives to join our team. LiveWest is dedicated to equal opportunity and actively works to eliminate discrimination and promote diversity at all levels.


Join us in our mission to create vibrant and inclusive communities. Make a difference with LiveWest, where every voice is heard, and every contribution is valued.


You can read more about Inclusion at LiveWest by visiting our website.