Customer Service Adviser telephone

Customer Service Adviser (Housing - telephone based) Bond Street, Dewsbury Full Time £30,660

Externally, the role has been advertised as Customer Service Adviser (Housing - telephone based). However, Internally the role is advertised and known as Housing Liaison Officer.

Are you passionate about helping people and delivering exceptional customer service? Do you enjoy a fast-paced, varied role where no two days are the same?

Connect Housing is looking for a friendly, enthusiastic, and highly motivated Housing Liaison Officer to join our Customer Services Team.

The successful candidate will be highly motivated, have great time management skills, a can-do attitude, and be flexible and creative in the way they work. The role of Housing Liaison Officer is a fast paced role which requires good networking with all teams across Connect to reach an appropriate solution for our customers.

We are looking for applicants who have a passion for delivering excellent customer service and who enjoy helping others. Resilience, excellent listening, communication, attention to detail, and problem-solving skills are essential for this role.

Each day is varied and every customer interaction is different. The successful candidate will assist people (on the phone, via email / letter and face to face) with housing queries e.g. rent, lettings, neighbourhood related issues, repairs and support referrals etc. They will also be assisting with the Thrive community base, administrative tasks, and reception cover.

• Be the first point of contact for all enquiries, providing high-quality advice and assistance to tenants, applicants, and other callers – over the phone, in person, and via email or letter.
• Support customers with a wide range of housing matters including rent queries, lettings, anti-social behaviour, repairs, complaints, and referrals for support.
• Deliver exceptional customer service with empathy, patience, and professionalism.
• Offer administrative support to internal teams and provide reception cover as needed.
• Assist with community-based activities at our Thrive hub.

• For A genuine passion for helping people and delivering excellent customer service.
• Strong communication, listening, and problem-solving skills.
• A positive, flexible, and proactive attitude with great time management.
• Experience in a customer-facing role (housing or social care background is a plus).
• Comfortable working in a fast-paced environment with competing priorities.

At Connect Housing, we’re entering an exciting period of change and development. This is a chance to join a dedicated and supportive team, contribute to meaningful work, and grow your career in a values-driven organisation that’s committed to making a difference.

There will be at least two office working days a week, more when there is a business need for it, and candidates need to be flexible with office working days and work in the office at short notice.

As this is a front facing customer services role that services the Housing Hotline and reception services our working hours are set at 9am to 5.30pm Monday to Thursday, ad 9am to 5pm Friday.

• 26 days annual leave rising to 31 days after 5 years, plus bank holidays
• Group pension scheme with up to 9% matched by Connect.
• Salary exchange/sacrifice also available.
• Electric car leasing scheme via salary sacrifice
• BUPA Health Cash Plan. Get money back for your dental, optical, podiatry treatment and much more, including cash back on your prescriptions.
• Free GP helpline: 24/7 access to book a confidential consultation with a GP. Employee Assistance Programme: get free confidential advice and support 24/7, with free counselling sessions available too.
• MyPlace benefits: retail discounts and offers
• The opportunity to buy and sell annual leave
• Training and development opportunities and support with role-related professional subscriptions and qualifications.
• Travel season ticket loans
• Two days paid volunteering leave annually

The role is based at our central Dewsbury office, within easy access to Dewsbury bus and rail stations. This is a hybrid role with minimum two days in the office, so you will get the best of both worlds in terms of interaction and collaboration with colleagues and time to do focused work from home.

As an equal opportunities employer we recruit based on experience, attitude and values. Connect are committed to ensuring our workforce reflects the communities we serve and actively works to promote equality, diversity and inclusion.

We encourage applicants from underrepresented groups to apply. We are proudly a Disability Confident employer and we are members of the West Yorkshire Fair Work Charter.