Customer Services - Housing

We're looking for a warm, friendly, and proactive Customer Services Advisor with previous housing experience to join a busy team. In this role, you will be the first point of contact for tenants, providing high-quality customer service and helping resolve queries and complaints relating to their homes.

You will use our Housing Management Systems to log, track, and update cases, ensuring every tenant receives a timely, accurate, and supportive response.

Key Responsibilities

Act as the main contact for tenants regarding property-related issues, repairs, and complaints.
Handle inbound calls, emails, and online enquiries with empathy, professionalism, and efficiency.
Assess and triage property complaints, ensuring accurate recording and appropriate escalation.
Use Housing Management Systems to manage cases, update records, and track progress.
Work collaboratively with Property Services, Repairs, and other internal teams to ensure swift resolutions.
Maintain high customer satisfaction by ensuring tenants feel heard, supported, and informed.
Adhere to policies, service standards, and compliance requirements within the housing sector.
Initially 5 days per week on site and then Hybrid About You We're looking for someone who brings:

Essential housing sector experience (social housing, local authority, or housing association).
Strong customer service background with the ability to handle complaints calmly and professionally.
Excellent verbal and written communication skills.
Confidence in using Housing Management Systems (e.g., Northgate, Orchard, Civica, etc.).
A warm, approachable manner with genuine empathy for tenants' needs.
Strong attention to detail and ability to maintain accurate records.
Good problem-solving skills and the ability to work under pressure.

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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