Customer Service Advisor

Housing Customer Service Advisor

Location:

North London
Salary: £19.00 - £22.00 phr umbrella (depending on experience)

Contract:

Full-Time, 6 months initial
Sector:
Housing & Property Services

Important Application Criteria

Please note:

We are only able to consider applications from candidates who have previous experience working within Social Housing, Local Government, Housing Associations, ALMOs, Repairs & Maintenance Contractors, or related Housing Services environments.

Unfortunately, applicants without prior housing-sector experience will not be shortlisted for this position.

About the Role

I am seeking a dedicated and customer-focused Housing Customer Service Advisor to join a busy housing team. This is an excellent opportunity for an individual with a passion for delivering outstanding customer service and supporting residents across a range of housing-related enquiries.

As the first point of contact for tenants, leaseholders and residents, you will play a key role in ensuring customers receive a professional, responsive and efficient service. You will handle a variety of enquiries relating to repairs, rent accounts, tenancy management, complaints, housing applications and general housing services.

Key Responsibilities

Act as the first point of contact for residents via telephone, email and digital channels.
Provide accurate advice and guidance on housing services, policies and procedures.
Log and manage repair requests, ensuring appropriate prioritisation and escalation where required.
Respond to customer enquiries and resolve issues at the first point of contact wherever possible.
Investigate and respond to complaints in accordance with organisational procedures.
Maintain accurate records on housing management and CRM systems.
Liaise with internal departments, contractors and external agencies to ensure customer issues are resolved effectively.
Monitor service requests and follow up outstanding actions.
Support vulnerable residents by signposting to appropriate services and support networks.
Contribute to service improvement initiatives and customer satisfaction targets.

Essential Requirements

Previous experience working within a Housing Association, Local Authority, ALMO, Council Housing Service, Repairs & Maintenance Contractor, or Social Housing environment.
Experience handling repairs, housing, tenancy, complaints, rent or maintenance enquiries.
Excellent customer service and communication skills.
Experience working with CRM, housing management or repairs systems.
Ability to manage a busy caseload and prioritise effectively.
Strong administration and record-keeping skills.

Desirable Experience

Knowledge of responsive repairs and maintenance processes.
Experience dealing with vulnerable residents.
Understanding of housing legislation and regulatory requirements.
Experience using systems such as Northgate, NEC Housing, Civica, Dynamics 365, OHMS or similar