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My career in Progress | Paul, Customer Contact

Customer Contact Officer Paul has been working for the Group for just over two years. We caught up with him to ask him about his career with Progress so far.

​Hi Paul, what brought you to the Group initially?

Before starting my career here at Progress, I had various jobs, mainly in the legal sector. I saw working for Progress as an excellent opportunity to work for a local company (local to me - no more long commutes!) that has a positive, tangible impact on the local community and offers good career opportunities.

Can you tell us about the career progression and learning and development you've received here?

I worked as an Alarm Response Centre (ARC) Operator with Progress Lifeline for my first year here, and gained valuable experience in this fast-paced vital role. The quality of training was brilliant, leading to very knowledgeable employees, and all of my colleagues were very helpful in assisting me and other new starters in adapting to the role.

After a year of working in the ARC, I got the opportunity to work in our Contact Centre. The more 'standard' working hours and gaining experience in a different type of work appealed to me.

In this role, there has been lots of new information to take on board and new systems to learn. Again, the in-house training was excellent, and my colleagues are exceptional. Everyone within the team is approachable and keen to help.

What is it like being first point of contact for our tenants?

The job is interesting and rewarding. We are the main point of contact for the Group's customers and tenants. We deal with a wide range of enquiries, from taking and requesting property repairs, raising complaints, dealing with rent and housing enquiries and opening cases for the Community Housing and Community Safety Officers.

I work one week in the office and two weeks from home and I find that this adds variety to the role. I enjoy the fact that this role has given me the opportunity to assist our customers and talk to a broad range of colleagues from different departments.

What are your team's current priorities?

Our main priority for 2023 is to achieve as high a level of customer service and satisfaction as possible for our customers whilst assisting colleagues in other departments as much as possible.

What are you looking forward to getting involved in as part of your future career?

I am enjoying my time working for the Group and I still have a lot to learn. I look forward to further developing my knowledge and skills and it's great to know that there is a broad range of opportunities within the organisation.

What would you recommend about working for Progress Housing Group?

The Group's greatest asset is the people who work for the organisation. In my experience, the individuals and teams I speak to daily are both knowledgeable and helpful and aim to provide the best quality service possible.

What would you like to tell any new starters about what it's like to work here?

At Progress, you can work with a great team of people in a caring environment and achieve a good work-life balance. There is an opportunity for home-working, flexitime and access to other benefits such as the pension scheme, birthday leave and the Medicash scheme.

Finally, I'd also say, from what I've seen and experienced, that there are plenty of opportunities to develop and progress your career in several roles within the organisation.

What makes you most proud about working for Progress?

I am proud to work within a team and organisation that positively impacts individuals and the community it serves while valuing its employees.

Famously Proud to be Progress

Our teams come from a variety of backgrounds bringing a wealth of knowledge, skills and experiences to the Group, and we've got one thing in common - we are immensely proud and passionate about changing lives.

Every day our team of almost 900 colleagues rise to the challenge of delivering high-quality homes and related services that make a real difference in our communities and to the people who live in them.

As one team, we work together and empower and support each other, to ensure we do everything we can to make a positive difference.

Thanks to Paul for sharing his career journey with us so far.

About the author

Progress Housing Group