Customer Service Advisor

Permanent Full Time

37 hours per week

The Vacancy

Werelooking for a Customer Service Advisor to join our team and deliver a reliable high-quality service our customers can depend the first point of contact for a wide range of enquiries providing clear practical support that makes it easy for customers to get the help they need.

Introduction to therole

As a Customer Services Advisor you will act as the voice and face of Chime Housing and be instrumental in enhancing the customer experience by exceeding customer needs whilst supporting the team to achieve Key Performance Indicators (KPIs) within a callcentre.

Rolepurpose

We put the customer at the heart of everything that we do and take a proactive approach for each customercontactthrough multi-channel communication. As part of our Customer Service team you will use your communication skills to help us deliver high-quality customer services.

The right candidate will be highly customer-focused and committed to delivering quality services to ourresidents andwork effectively and proactively with colleagues to give our customers an exceptional customer experience.

Whatstherole

Key Accountabilities:

• Be the first point of contact for the organisations customersassistingwith a range of enquiries and liaising with other staff members asrequired.

• Assess and resolve enquiries requests and complaints by telephone email online or face to face as reasonably possible.

• Effective administration of the repairs process to include call handling email responses diagnosing faults raising jobsallocatingand issuing jobs managing work in progress updating and completing works on the system ina timelyand effective manner.

• Focus on creating a first-time resolution for the customer ensuring queries are dealt with where possible at first point of contact taking ownership to resolve queries effectively.

• Apply sound judgement to resolve customer queries in relation to repairs and maintenance. Doing soin a timely manneras well as managing such queries sensitively and effectively through to satisfactory resolution.

• Provideaccuraterepairs and housing related advice to customers.

• Demonstrating empathyprofessionalismand the ability to manage conflict achieving a balance between requirements of customers and internal stakeholders.

• Acting as a key point of contact for customer enquiries and signposting customer queries appropriately.

• Ensuring that all customer enquiries and requests are dealt with in a prompt courteous manner thatdemonstratesexcellent customer service in all communications with customers.

• Provide a comprehensive information service to all customers advising on services policies procedures of the organisation to either inform or resolve the needs of the customer.

• To use sound judgement and take decisions within the established procedures/policies for each service request including logging processing and progress chasing enquiries or repairs requests whilst adhering to the procedures policies servicestandardsand key performance targets to maximise customer satisfaction.

• Any other duties as required by your line manager.

Whatarewelookingfor

Essential:

• At least 2 years experience in Customer Service / Reception

• Qualifications in Customer Service / Customer Care

• You will need tomaintaina satisfactory basic level DBS check

Desirable:

• Knowledge of the housing sector

• Be able to engage effectively with a diverse audience using a varied range of communication tools

Whoyoullworkwith

• Responsible to:Customer Service Manager

• Department:Customer Services Team

Whatcanweofferyou

• 28 days annual leave (pro rata)

• Employer pension contribution of up to 11%

• Development opportunities

• Comprehensive employee rewards scheme

Howwework

We embrace agile working blending time in our communities shared spaces and remote working. With digital technology at the heart of our approach we empower teams and individuals to work flexibly.

How toapply

If this sounds like your next role click apply nowtell us whyyouvegot what it takes andattacha copy of your current CV.

Closing date:17thJuly 2026
Interviews:To be confirmed

(Please note we reserve the right to close the vacancy early if we receive a large response)

The Company has experienced unprecedented growth over the past few years. We have a vast number of employees and provide support to clients from all over the country.