Customer Service Advisor

• Provide in depth support to resolve and complete enquiries and transactions received by the Customer Service Centre via a range of methods
• Communicate effectively to meet customers’ needs, listening and building rapport to ensure the best outcome is achieved and high levels of customer satisfaction are maintained.

• Assist and advise potential and existing customers using a computerised customer relationship management system (CRM) and a wide range of other systems on a full range of issues including but not limited to, general queries, rent account queries, waiting list enquiries, repairs and maintenance requests, anti-social behaviour, estate services and complaints.
• Foster a collaborative team environment by sharing knowledge, best practices, and experiences, while supporting one another to achieve the best possible outcomes for customers, built on a foundation of openness, trust, and cooperation.
• Escalate enquiries to the relevant specialist officer where appropriate
• Be responsible for delivering performance in line with agreed quality standards.
• Be responsible for ensuring all systems are accurately and consistently maintained and updated, fully recording all enquiry
• Provide a comprehensive reception service to visitors and customers at office locations where appropriate.

• Significant experience of working within a high demand front line customer serving environment in either a face-to-face or telephone environment.
• Experience in a contact centre is preferred, as the position requires managing a large volume of phone calls.
• Proven ability to work on own initiative and as part of a team supporting colleagues, taking initiative and demonstrating self-motivation to achieve results.
• Demonstrate a commitment to delivering excellent customer service to a diverse range of customers through a logical approach to dealing with problems or challenging/demanding situations.
• Ability to handle enquiries across a wide range of functions with minimal referral, including the handling of complaints
• Ability to demonstrate an awareness of the needs of customers (from a diversity perspective) and to be able to respond appropriately
• An understanding of the role of Housing Associations
• Ability to manage a variable workload and demonstrate strong prioritisation skills
• Present information in an accurate, clear and considered manner (e.g. via written and oral communication)
• Have a working knowledge of Microsoft Office applications, specifically Word, Excel, Outlook

• Starting salary of £25,748
• 27 days holiday (rising to 32 over 5 years’ service) + bank holidays
• This role provides a hybrid working arrangement starting in the second month. Initially, it requires full-time office attendance during the first month. Once the hybrid schedule begins, you will have the flexibility to work from home for two days each week.
• A flexible working environment, with a range of family friendly policies
• You will be working 37 hours per week Monday-Friday. Working arrangements are flexible in line with our Smart Working culture so that we deliver an excellent and accessible service for customers.
• Wide range of technical, professional, and personal development training opportunities
• Attractive pension scheme
• Health and wellbeing benefits including access to GPs
• A range of financial and lifestyle benefits including cycle to work, vehicle leasing and financial advice
• We have a range of staff support networks, including menopause, culturally diverse, LGBTQ+ and disability.
• To view the full range of our award winning benefits click on the

Together Housing