Customer Account Advisor

Customer Service Advisor

• Location: Hybrid (initially office-based in Redhill)
• Salary: £27,700
• Contract Type: Permanent
• Working Hours: Full-time, 37 hours per week

Join a leading housing trust and make a significant impact in the community by enhancing living conditions and shaping essential services. As a Customer Service Advisor, you will be at the forefront of our customer service operations, ensuring high-quality interactions and support for our residents.

What You'll Be Doing:

As a Customer Service Advisor, you will:

• Provide prompt and accurate responses to customer enquiries across various channels, ensuring a high level of service.
• Resolve customer queries efficiently, escalating complex issues when necessary.
• Accurately diagnose and schedule repairs, optimising resource allocation.
• Assist customers with rent account inquiries, payments, and tenancy-related issues.
• Maintain precise records using systems, including Microsoft Dynamics.
• Stay updated on services, policies, and processes, contributing to continuous improvement by providing feedback and suggestions.

What We're Looking For:

We are seeking candidates who have:

• Experience in frontline customer service across multiple communication channels such as telephone, email, and social media.
• Excellent communication and interpersonal skills, capable of effective problem-solving and clear information delivery.
• Proficiency in using multiple IT systems with high accuracy.
• Knowledge of housing services, including understanding of rent processes, tenancy issues, and repair management.
• Skills in negotiation and handling sensitive situations, particularly with vulnerable customers.
• Familiarity with the Social Housing Sector, safeguarding practices, and housing ombudsman code of practice.

Why Join Us?

Join a community-focused organisation dedicated to creating positive change. Here's what we offer:

• A competitive salary and excellent work/life balance with flexible working options.
• Generous leave entitlement and a strong focus on learning and development.
• Enhanced maternity, paternity, and adoption pay.
• A funded health cash plan and extensive wellbeing support.
• A voucher-based recognition scheme and retail discounts.

We are committed to diversity and inclusion and encourage applications from all backgrounds, including minority ethnic groups, LGBTQ+ community, people with disabilities, and more.

Selection Process:

1. Application Review: Your CV and supporting documents will be evaluated based on the essential criteria.
2. Telephone/Microsoft Teams Interview: If shortlisted, you will undergo a telephone interview to further assess your suitability.
3. Assessment Centre: Finalists will attend an in-person assessment on specified dates in June 2026.
4. Feedback: Post-assessment, feedback will be provided to candidates who reach this stage.

Apply Now

To apply for the Customer Service Advisor position, please submit your CV and a cover letter outlining your qualifications and why you are a good fit for this role. If you are applying under the Disability Confident Committed employer scheme, please mention this in your application.