24/7 customer service
Our Transactional Hub, based in Glasgow’s Crown Street, provides 24/7 customer service handling an average 12,000 calls per week, plus 500 online enquiries. The centre operates 24 hours a day, 365 days a year, providing a round-the-clock service.
The Hub provides a single point of contact for customers. Whether paying rent or other charges, enquiring about a home or requesting a repair, our Customer Service Advisors can help.
In the majority of cases, the query is dealt with on the spot, with Customer Service Advisors taking payments, arranging appointments for repairs or dealing with home application enquiries. If the centre is unable to complete the enquiry, the advisor will arrange for it to be picked up by the correct person within Wheatley Group.
Our Customer Service Advisors receive constant training and coaching and have up-to-date information at their fingertips, ready to pass on to tenants and owners.
The benefit of this system is that our frontline staff, including housing officers, are freed up to spend time in local communities helping customers face-to-face.
This unique facility allows us to provide a tailored, responsive service to customers across Wheatley Group.