Customer Service Advisor

We are recruiting to a Customer Service Advisor position within our Customer Experience Centre. This is a frontline customer service role where you will support residents by providing advice, guidance, and signposting via multiple access channels. You will act as a first point of contact for housing-related enquiries, resolving issues wherever possible and delivering a professional, efficient, and consistent customer-focused service.

Our prevention‑focussed and strength‑based approach is central to the way we deliver services within the Customer Experience Centre. By identifying individuals' needs early and signposting them to the most appropriate support, we aim to empower customers to make informed decisions and build resilience within the community. This approach not only addresses immediate queries but also helps prevent future issues, fostering independence and promoting positive outcomes for all residents.

• Deliver high-quality customer service across multiple access channels
• Resolve customer enquiries at the first point of contact wherever possible
• Accurately record customer interactions using council systems
• Signpost customers to appropriate services where required
• Work collaboratively as part of a team to meet service demands

• Working in a fast‑paced, high volume contact centre
• Housing, homelessness or related advisory services
• Working with vulnerable customers or individuals in crisis

• Strong communication skills (verbal and written)
• Ability to manage a varied workload in a fast‑paced environment
• Confidence using digital systems
• A flexible and positive approach to team working

Monday to Thursday: 8.45am - 5.15pm
Friday: 8.45am - 4.45pm
One‑hour unpaid lunch break daily