Customer Service Advisor

This is an excellent opportunity for an experienced Customer Service Advisor with a strong background in delivering frontline services within a housing association or public sector environment, to provide a professional, responsive, and resident-focused service.

Key Responsibilities

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Act as the first point of contact for residents, handling enquiries via phone, email, and digital channels in a timely and courteous manner.

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Provide accurate information and advice on housing services, tenancy matters, repairs, and general enquiries.

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Log, update, and manage customer contacts using housing management and CRM systems.

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Resolve customer issues at first point of contact where possible, escalating complex cases in line with internal procedures.

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Liaise with internal teams, contractors, and external partners to ensure resident queries are followed up and resolved effectively.

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Maintain clear and accurate records of all interactions, ensuring data protection and confidentiality standards are met.

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Deliver a consistently high level of customer service in line with organisational values and service standards.

About You

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Proven experience working as a Customer Service Advisor within a housing association or similar public sector organisation.

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Strong communication skills, both written and verbal, with the ability to engage professionally and empathetically with residents.

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Confident using housing management systems and customer service platforms.

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Excellent organisational skills, with the ability to manage a high volume of enquiries in a fast-paced environment.

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Resilient, calm, and capable of dealing with challenging or sensitive situations effectively.

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Able to work from the NW London office in line with service requirements.

If you’re a customer service professional with housing experience looking for your next opportunity, we’d love to hear from you. Please apply now to be considered for a virtual interview, or contact Emily Nolan for further information