Full job descriptionCustomer Service Advisor
Location: Tadworth
Salary: £40,000
Contract: Permanent
Are you passionate about delivering outstanding customer service and making a real difference to people’s lives? We are looking for a Customer Service Advisor to join our Customer Service Centre and provide an excellent service to our customers across a variety of channels.
About the Role
As a Customer Service Advisor, you will be the first point of contact for customers, handling enquiries via telephone, email, online platforms and social media. You’ll support customers with a wide range of housing-related issues including repairs, rent accounts and tenancy matters, resolving enquiries at the first point of contact wherever possible.
Working within a fast-paced contact centre environment, you’ll use your problem-solving skills, empathy and attention to detail to deliver a positive customer experience. You’ll be supported to develop knowledge across different service areas and work flexibly across multiple customer service tiers as business needs require.
Key Responsibilities
*Handle customer enquiries across telephone, email, webchat and social media channels.
*Deliver high-quality customer service and resolve issues at first contact whenever possible.
*Accurately diagnose and schedule repairs, ensuring the right resources are allocated.
*Support customers with rent account enquiries, payments and tenancy-related matters.
*Maintain accurate records using Microsoft Dynamics and other business systems.
*Work closely with internal teams including Housing, Income, Repairs, Estates and Home Ownership colleagues.
*Identify and escalate complex issues where appropriate.
*Keep up to date with policies, procedures and service changes through ongoing training.
*Contribute ideas and feedback to help continuously improve services and customer experience.
About You
We’re looking for someone who is customer-focused, proactive and able to remain calm under pressure. You will have:
*Experience in a customer service role, ideally within a contact centre or multi-channel environment.
*Excellent verbal and written communication skills.
*Strong listening, problem-solving and negotiation abilities.
*Confidence using multiple IT systems and maintaining accurate records.
*The ability to manage sensitive conversations and support vulnerable customers with empathy and professionalism.
*Excellent attention to detail and organisational skills.
Desirable
*Knowledge of social housing services, including rent, tenancy and repairs processes.
*Understanding of safeguarding principles and the Housing Ombudsman Code of Practice.
*Experience of repair diagnosis and scheduling systems.
What Success Looks Like
*High levels of customer satisfaction.
*Strong first-contact resolution performance.
*Accurate handling of repairs, rent and tenancy enquiries.
*High-quality call and email handling standards.
*Effective teamwork and contribution to service improvements.
Why Join Us?
You’ll be part of a team that genuinely cares about customers and communities, with opportunities to develop your skills, broaden your knowledge and make a meaningful impact every day.
Apply today and help us deliver an exceptional customer experience.
Please note: A Basic DBS check is required for this role.