Customer Service Advisor

Key Responsibilities

• Act as the first point of contact for residents, handling enquiries via phone, email, and digital channels in a timely and courteous manner.
• Provide accurate information and advice on housing services, tenancy matters, repairs, and general enquiries.
• Log, update, and manage customer contacts using housing management and CRM systems.
• Resolve customer issues at first point of contact where possible, escalating complex cases in line with internal procedures.
• Liaise with internal teams, contractors, and external partners to ensure resident queries are followed up and resolved effectively.
• Maintain clear and accurate records of all interactions, ensuring data protection and confidentiality standards are met.
• Deliver a consistently high level of customer service in line with organisational values and service standards.

About You

• Proven experience working as a Customer Service Advisor within a housing association or similar public sector organisation.
• Strong communication skills, both written and verbal, with the ability to engage professionally and empathetically with residents.
• Confident using housing management systems and customer service platforms.
• Excellent organisational skills, with the ability to manage a high volume of enquiries in a fast-paced environment.
• Resilient, calm, and capable of dealing with challenging or sensitive situations effectively.
• Able to work from the NW London office in line with service requirements.

If you’re a customer service professional with housing experience looking for your next opportunity, we’d love to hear from you. Please apply now to be considered for a virtual interview, or contact Emily Nolan for further information.