Customer Hub Advisor

Salary: £30,786 + excellent benefits

Location: Letchworth Garden City

Hybrid: 2.5 days in the office, 2.5 days from home

Contract: Fixed‑term (various lengths)

Hours: Full‑time (37 hours) or part‑time (30 hours)

As a Customer Hub Advisor, you’ll be the first person our customers speak to. You’ll listen carefully, understand what they need and work with colleagues across the organisation to get things sorted.

You’ll handle a wide range of enquiries, from repairs and tenancy changes to payments, complaints and safeguarding concerns. Some calls will be simple, others more challenging, but you’ll approach each one with patience, empathy and professionalism.

Instead of a traditional interview, we’re running a practical recruitment event. You’ll take part in short, practical activities that mirror the real work of the Customer Hub. This will give you a clear sense of what the role involves and allow us to see your strengths in action.

• Respond to customers by phone, email and live chat
• Support tenancy changes such as successions and assignments
• Book repairs and work with Property Services
• Manage mutual exchange requests
• Process garage lettings and terminations
• Raise purchase orders and invoices
• Record accurate information on our systems
• Handle complaints fairly and professionally
• Take payments safely and correctly
• Spot safeguarding concerns and escalating them

• Experience delivering excellent customer service
• Clear and confident communication skills
• Ability to complete admin tasks accurately and consistently
• Calm, supportive approach — even when conversations are challenging
• Confidence to ask questions, listen actively and find the right solution
• Ability to manage workload during busy periods
• Willingness to take part in a practical recruitment event

• Experience in a front‑line customer service or contact centre environment
• Understanding of social housing
• Interest in working towards a CIH qualification
• Confidence using multiple systems or learning new digital tools

• 2 × Full‑time (37 hours per week) — fixed‑term contract
• 1 × Part‑time (30 hours per week) — fixed‑term contract

• Annual salary: £30,786 per annum
• 25 days holiday, increasing with service, plus Christmas closure and buy options
• Generous pension scheme – up to 9.5% employer contribution via salary sacrifice
• Family‑friendly leave:
  Enhanced maternity, paternity, and adoption leave
• Health cash plan – claim up to £1,800 for everyday health costs (plus free kids’ cover)
• Life cover and income protection
• Flexible working – hybrid options, modern offices, free parking & EV charging
• Mental Health First Aiders available to support
• Car leasing via salary sacrifice (for permanent colleagues subject to conditions)
• Funded training, qualifications & apprenticeships
• 3 paid volunteering days in local communities
• Peer‑recognition rewards platform
• Paid professional subscription (one per year)

• 37 hours per week Monday‑Friday

We are committed to creating an inclusive workforce, by reflecting and representing the diversity of the communities we serve. We encourage applications from disadvantaged socio‑economic backgrounds; people who identify as disabled, neurodiverse, members of the LGBTQ+ community and people from under‑represented groups.

We are committed to providing reasonable adjustments throughout our recruitment process and will always endeavour to be as accommodating as possible. Please let us know in advance of any suitable arrangements required.

Due to the nature of some of our roles involving work with vulnerable members of society, this post may be subject to a basic or enhanced Criminal Disclosure, which will be carried out when a conditional offer is made.

Closing Date: 24th of July 2026. We reserve the right to close this vacancy earlier than the closing date should we find a suitable candidate.