Senior Customer Support Adviser; FTC,

Imagine this:

The call's been escalated. The customer's frustrated. What's your next move?

If your instinct is to stay calm, take ownership and find a solution, we'd love to hear from you.

We're looking for a Senior Customer Support Adviser who thrives on solving problems, supporting colleagues and delivering great customer outcomes. You'll take ownership of escalated enquiries, coach and guide team members, and play a key role in ensuring our customers receive the high-quality service they deserve.

About the role
As our Senior Customer Support Adviser (Fixed Term Contract, up to 12 months), you'll be at the heart of the customer experience, stepping in when enquiries are more complex, conversations become challenging, or colleagues need additional support. You'll be the trusted point of escalation, helping customers find solutions while providing guidance and coaching to the wider Customer Support team.

Working closely with the Customer Support and Planning Team Manager, you'll lead by example, share your expertise and contribute to training, service improvements and projects that enhance the customer experience.

What we're looking for:
We're looking for someone who shares our values and is passionate about delivering great customer service. You'll enjoy helping people, building positive relationships and finding practical solutions when challenges arise.

Customer Driven
You put customers at the heart of what you do, delivering responsive, high-quality service and positive outcomes.

Accountability
You take ownership of your work, follow through on commitments and can be relied upon to do the right thing for customers, colleagues and the organisation.

Develop & Learn
You're open to feedback, committed to continuous improvement and keen to develop both yourself and those around you.

Champion Communication
You communicate clearly and effectively, adapting your approach to different audiences and building positive working relationships with customers and colleagues alike.

You'll bring:

* Good standard of literacy and numeracy, including GCSE Maths and English at Grade 4/C or above (or equivalent).

* Experience of supervising, coaching or mentoring colleagues.

* Experience handling complex customer enquiries, escalations or complaints.

* Excellent communication skills, both written and verbal.

* Strong problem-solving skills and the ability to remain calm under pressure.

* A commitment to creating an inclusive environment where colleagues and customers are treated with fairness, dignity and respect.

For further information on the role, please review the job description attached to the advert.

Pre employment requirements
The successful candidate will be required to complete Right to Work checks.

Why join Selwood Housing?
At Selwood Housing, we believe everyone deserves a safe, secure and affordable place to call home. As a not-for-profit housing organisation, we own and manage over 7,000 homes across the Southwest - and we're growing. With a bold ambition to build 1,700 new affordable homes by 2034, we're investing in the future of local people and places.
You'll be joining a close-knit team where people support each other, share knowledge, and take pride in doing things properly.

Some of our benefits include:

* Competitive salary

* Generous holiday entitlement

* Life assurance

* Flexible working opportunities

* Competitive pension

* Cycle to work scheme

* Ongoing training and development

* A supportive team environment where your contribution really matters.

Ready to Step Up and Make a Difference?
If you're the person who stays calm under pressure, thrives on solving complex problems and enjoys supporting others to succeed, we'd love to hear from you!

Our Commitment to Diversity & Inclusion
At Selwood, we strive to respect the diversity of our staff. We care deeply about inclusivity and encourage candidates from all backgrounds, demographics, and identities to apply. We are a Disability Confident employer and will do our very best to provide any adjustments, access, and equipment you feel you may need throughout the interview process, and during your employment with us.

We are keen to build a supportive and rewarding environment, free from discrimination, which works for everyone.

We may close this vacancy early depending on application volumes, so we encourage early applications.