Customer Service Advisor

Customer Service Advisor Location: Tadworth Salary: £40,000 Contract: Permanent Are you passionate about delivering outstanding customer service and making a real difference to people's lives? We are looking for a Customer Service Advisor to join our Customer Service Centre and provide an excellent service to our customers across a variety of channels. About the Role As a Customer Service Advisor, you will be the first point of contact for customers, handling enquiries via telephone, email, online platforms and social media. You'll support customers with a wide range of housing-related issues including repairs, rent accounts and tenancy matters, resolving enquiries at the first point of contact wherever possible. Working within a fast-paced contact centre environment, you'll use your problem-solving skills, empathy and attention to detail to deliver a positive customer experience. You'll be supported to develop knowledge across different service areas and work flexibly across multiple customer service tiers as business needs require. Key Responsibilities • Handle customer enquiries across telephone, email, webchat and social media channels. • Deliver high-quality customer service and resolve issues at first contact whenever possible. • Accurately diagnose and schedule repairs, ensuring the right resources are allocated. • Support customers with rent account enquiries, payments and tenancy-related matters. • Maintain accurate records using Microsoft Dynamics and other business systems. • Work closely with internal teams including Housing, Income, Repairs, Estates and Home Ownership colleagues. • Identify and escalate complex issues where appropriate. • Keep up to date with policies, procedures and service changes through ongoing training. • Contribute ideas and feedback to help continuously improve services and customer experience. About You We're looking for someone who is customer-focused, proactive and able to remain calm under pressure. You will have: • Experience in a customer service role, ideally within a contact centre or multi-channel environment. • Excellent verbal and written communication skills. • Strong listening, problem-solving and negotiation abilities. • Confidence using multiple IT systems and maintaining accurate records. • The ability to manage sensitive conversations and support vulnerable customers with empathy and professionalism. • Excellent attention to detail and organisational skills. Desirable • Knowledge of social housing services, including rent, tenancy and repairs processes. • Understanding of safeguarding principles and the Housing Ombudsman Code of Practice. • Experience of repair diagnosis and scheduling systems. What Success Looks Like • High levels of customer satisfaction. • Strong first-contact resolution performance. • Accurate handling of repairs, rent and tenancy enquiries. • High-quality call and email handling standards. • Effective teamwork and contribution to service improvements. Why Join Us? You'll be part of a team that genuinely cares about customers and communities, with opportunities to develop your skills, broaden your knowledge and make a meaningful impact every day. Apply today and help us deliver an exceptional customer experience. Please note: A Basic DBS check is required for this role.