Customer services

Gemma French

Customer services

Customer service at Guinness is all about treating customers with respect, showing that we value them, keeping them informed, keeping our promises and responding quickly when things go wrong.

Customer services

Customer services Well-trained, engaged people who are passionate about great customer service.

We were founded in 1890 with a simple ethos: to improve people's lives. That ethos has never changed, and delivering excellent service is still right at the top of our priorities. Our customers are so important to us – and we want them to feel that way. We work hard to ensure that every customer has a great experience with Guinness. For us, that's all about being easy and convenient to deal with, and reliable and respectful in the way that we talk to people and provide our services. We're wholeheartedly committed to doing what we say we'll do, keeping people informed, responding quickly and resolving any problems.

We've recently changed our corporate structure to place a sharper focus on great customer experience. At the heart of this are well-trained, engaged people who are committed to our vision and genuinely passionate about helping customers. Collaboration, compliance and customer satisfaction underpin everything we do here.

We believe that the most important thing that we can do for our customers is to be reliable and consistent, and do things on time and to a high standard, every day.

Sarah Thomas, Executive Director of Customer Services

Our responsibilities

Our responsibilities Customer services at Guinness is formed of four main areas.

Neighbourhood services

People working in our neighbourhood teams take on a variety of roles across estate services, tenancy management, tenancy sustainment, voids, allocations and lettings, anti-social behaviour and tenancy investigations.

Maintenance services

We are committed to maintaining and improving our 65,000 homes across England. The teams in this area look after responsive repairs, void inspections and repairs and contract management.

Complaints and customer feedback

When things go wrong, we want to resolve issues as quickly and effectively as possible. These teams handle complaints and manage feedback from satisfaction surveys. By listening to our customers and learning from their issues they help to inform and improve our service delivery

Customer contact

Responsive and informative, our customer contact centres handle a wide range of queries. Their work covers income management, customer data assurance and processing, and is right at the heart of our customer service promise.

What we offer

Gavin Batchelor

What we offer We want our people to enjoy what they do and to feel rewarded.

We offer a career that really makes a difference and gives you a chance to develop your career. We want our people to enjoy what they do, to have a real sense of achievement, and feel rewarded. We are proud to have a workforce that lives our values and who are highly engaged.

Competitive pay and allowances

We're committed to attracting and retaining the best people. Each year, we review our salaries to make sure that they remain competitive and that we're paying you fairly.

Competitive healthcare benefits

We offer great, competitive health and wellbeing benefits. Membership to our private healthcare scheme will enable you to claim back money towards your everyday dental, optical and healthcare treatments (up to a certain amount per year). We also offer eye care vouchers and VDU glasses.

Pension

We'll help you save for your retirement through our workplace pension schemes. We have a defined benefit scheme (the CARE 1/80th Social Housing Pensions Scheme) and a defined contribution scheme. To help you get the most out of your total reward package, we also provide a pensions salary sacrifice arrangement that enables you to take advantage of National Insurance Contributions (NICs) savings while maintaining your pension's benefits.

Flexible working

We offer flexible working opportunities to all of our employees. During employment, these can be discussed with line managers and will be considered fairly and in keeping with business needs.

Annual leave and time off

All employees receive 25 days of annual leave per year, plus bank holidays. If you work part time, this will be calculated on a pro rata basis. We'll also give you four additional days to take during the festive period and the option to apply to buy additional days. You'll also receive additional annual leave in line with your length of service.

Maternity, paternity and adoption leave

As a new parent or adoptive parent, you'll be eligible for leave in line with statutory entitlements. Should you qualify for it, you may also receive enhanced pay over and above the statutory amounts.

Other types of leave

We understand that there are times when you'll need other types of leave to help with life events, and we'll always try our best to accommodate this.

Childcare vouchers

Childcare vouchers are an easy way to reduce your childcare costs. These will help you pay for registered childcare that best suits your needs – including a child minder, after school club or even a holiday play scheme. Deductions are made from your salary before tax and National Insurance is taken off, which reduces the cost to you significantly. Subsidised vouchers are also available.

 

Lifestyle benefits

We have a lifestyle benefits scheme, pulling together a range of special offers and great deals. You can make some great savings on everyday shopping, from fashion and electronics to travel, leisure and days out.

'Give As You Earn Scheme'

With our 'Give As You Earn Scheme', you can donate to any UK-registered charity through your salary. This is an optional benefit and all donations given in this way are tax efficient, so the charity will receive your donation and the tax you would have paid on this amount.

Employee Assistance Programme

We care about the people who work here and all of our employees benefit from access to our Employee Assistance Programme. This is a fully confidential service, run by an external organisation of highly experienced professionals. The services they offer include face-to-face counselling, a stress helpline and tax, fitness and childcare advice. This programme is in place to help our people deal with any personal problems they might have.

How we'll support you

How we'll support you Investing in our people and supporting them to grow.

Basic training

From the word go, you'll be supported and given the skills and knowledge you need to be confident and effective in your role. New employees complete a structured induction programme and mandatory training programmes including Great Service at Guinness, Equality and Diversity and e-learning; you'll learn about everything from our systems and policies through to the practical skills needed to maintain and develop our properties and estates.

Ongoing learning and development

Great training makes for great success and we offer a wide variety of courses each year to make sure that our employees are equipped with the right skills and knowledge to do their jobs well. Some are mandatory for everyone and some are job specific. We run these courses in the ways that best suit people's needs. So as well as face-to-face training, we offer hundreds of courses via e-learning and workbooks. We also welcome requests for training courses that aren't included in our current offering.

Professional qualifications

We support our people to complete approved professional qualifications in order to enhance their skills and future career prospects. In addition to this, you can claim for one subscription to a professional body per year when this is required for your job role.

Aspire personal learning scheme

Aspire personal learning is a scheme that supports our employees to learn something new. What you choose to learn doesn't have to be work-related but it should encourage learning in the wider context. It could be anything from bricklaying to dancing lessons, or from learning another language to learning to fly! You can claim up to £100 every financial year and you're eligible if you have been an employee of The Guinness Partnership for more than six months and have passed your probation.

Recognition

We take pride in thanking our people for their hard work and we have a number of initiatives in place to reward people, celebrating the achievements of individuals and teams who have gone above and beyond the normal requirements of the job.

We listen

We are committed to listening and acting upon employee feedback, ensuring that we all have the opportunity to create a Great Place to Work; each year we run employee surveys to ensure everyone has the chance to tell us what we do well and where we could improve. And our staff forum gives all our people a voice in the business decisions that may affect them.

Customer services consultation

Our people

Our people The best people to tell you what it is like to work here are the ones who already do.

Gemma

Gemma

Housing Officer

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Having excellent employee benefits allows me to balance having a rewarding career with being a mum.

Gavin

Gavin

Anti-social Behaviour Team Leader

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It's great to work for an organisation that exists to do something good for people.

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