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