Reach & Respond Advisor

Position: Reach & Respond Advisor
Location: Redcar and Cleveland

Reach & Respond Advisor

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Come and join our amazing Reach & Respond team

We’re looking for a dedicated, customer‑focused advisor to join our Reach & Respond team on a maternity‑cover contract. This role involves working on a shift pattern, averaging 33.6 hours per week. Shifts run 7am–7pm and 7pm–7am, following a pattern of two days, two nights, then six days off.

What you'll be doing

This is a rewarding opportunity to work within our effective call handling service providing in and out-of-hours support to our vulnerable customers. You will be our customer's first point of contact and your job will also include the escalation of calls linked to our Reach & Respond services. You will also be dealing with telephone enquiries from not only our own customers but from a range of other providers who we deliver out-of-hours emergency call handling services for.

Interested? Here's what we need from you!

The ideal candidate will be able to build strong relationships, be customer-focused and will want to be part of a team that makes a difference on a daily basis. If this is you – we would love to hear from you!

As you will be responding to emergency calls, we are looking for someone who can work under pressure, can remain calm and who will be able to respond confidently, ensuring our vulnerable customers are supported. We also need you to be super organised, you'll have to effectively prioritise your calls during busy periods whilst being able to maintain a quality service.

The role will involve handling reports of emergency repairs, diagnosing and scheduling appointments for out-of-hours repairs and handling calls for community alarm activations. This will help to identify the right course of action for our customers, which is why we need you to be awesome at juggling a variety of tasks at one time.

Another part of the role will involve responding to customer enquiries we receive through our communication methods, such as email and text messages. You'll be creating and maintaining customer records, which is another reason why we need you to have excellent communication skills and be confident in using IT software, such as Microsoft Excel and Word.

If want to be part of a rewarding team who all care passionately about the people they support, apply today!

Rosie Moore is our Advisor Services Team Leader, so if you fancy an informal chat about the role, then give her a call on (phone number removed) .

Closing date for applications is Monday 23 February 2026, applications will be reviewed throughout the duration of the advert and we may close it early should enough applications be received. We are not working with recruitment agencies on this vacancy.

Who is Beyond Housing?

We are proud to be an ethical organisation, deeply embedded in our local communities. With over 15,000 homes, 30,000 customers and 750 colleagues, we're changing lives every day. Our mission is simple; to provide homes customers want, services they value, delivered by people who care. We want to help our customers and communities to succeed and thrive. Considerate, collaborative, ambitious and accountable – that’s just our way of life.

Our offices are more than just the space we work in. We encourage inspiration, creativity and productivity in a relaxed and comfortable environment. We’re looking for people who are travelling in the same direction when it comes to the way we work, live our values and deliver our services. Our reward and recognition offer is pretty impressive too!

We have ambitious plans for further impact, and we need the right people to take this leap with us. It may be challenging at times, but you can be assured that it is going to be rewarding and inspiring. After all, we are changing lives, every day, in all that we do.

Our values and extremely important to us and we want all our colleagues to really live our values every day, we are looking for candidates who show they have the skills to do the role and are aligned with our values.

At Beyond Housing,…