Job Description

We're looking for a warm, friendly, and proactive Customer Services Advisor with previous housing experience to join a busy team. In this role, you will be the first point of contact for tenants, providing high-quality customer service and helping resolve queries and complaints relating to their homes.You will use our Housing Management Systems to log, track, and update cases, ensuring every tenant receives a timely, accurate, and supportive response.
Key Responsibilities

• Act as the main contact for tenants regarding property-related issues, repairs, and complaints.
• Handle inbound calls, emails, and online enquiries with empathy, professionalism, and efficiency.
• Assess and triage property complaints, ensuring accurate recording and appropriate escalation.
• Use Housing Management Systems to manage cases, update records, and track progress.
• Work collaboratively with Property Services, Repairs, and other internal teams to ensure swift resolutions.
• Maintain high customer satisfaction by ensuring tenants feel heard, supported, and informed.
• Adhere to policies, service standards, and compliance requirements within the housing sector.

• Essential housing sector experience (social housing, local authority, or housing association).
• Strong customer service background with the ability to handle complaints calmly and professionally.
• Excellent verbal and written communication skills.
• Confidence in using Housing Management Systems (e.g., Northgate, Orchard, Civica, etc.).
• A warm, approachable manner with genuine empathy for tenants' needs.
• Strong attention to detail and ability to maintain accurate records.
• Good problem-solving skills and the ability to work under pressure.