Customer Support Adviser

Customer Support Advisor

Horsham West Sussex

37 hours per week

Circa 27698 per annum

Are you an empathetic and caring person passionate about helping others Were looking for two Customer Support Advisors to join our team with one permanent position and one 4-month fixed-term contract available. Were looking for people who share our commitment to delivering excellent customer service and ensuring customers receive the support they need when they need it. Youll understand the importance of safe and secure homes take ownership of issues and genuinely want to do the right thing for customers.

About the role

As a Customer Support Advisor youll be the first point of contact for many of our customers helping them access services resolve issues and receive the support they need. Working closely with colleagues and contractors youll play a vital role in ensuring repairs and customer enquiries are managed effectively and compassionately.

On a day-to-day basis you will:

• Respond to customer enquiries by phone email online and face-to-face.
• Raise repair requests and liaise with contractors to ensure customers receive a timely and effective service.
• Identify and escalate concerns relating to health and safety safeguarding and property condition.
• Support customers through complaints anti-social behaviour reports and other housing-related enquiries.
• Maintain accurate records using a CRM system and ensure enquiries are resolved right first time.
• Provide clear communication empathy and reassurance throughout the customer journey.

What were looking for

Were particularly interested in hearing from people who have experience in social housing repairs property maintenance or other related sectors.

Our ideal candidate will:

• Have experience handling repairs housing enquiries property issues or similar customer requests.
• Be genuinely customer-focused and committed to achieving the best outcome for customers.
• Understand the importance of acting quickly when customers report issues affecting their home.
• Be confident handling challenging conversations with empathy and professionalism.
• Recognise when an issue needs escalating and take ownership of seeing things through.
• Be organised resilient and able to manage a varied workload.
• Communicate effectively with customers colleagues and contractors.

Why join us

• 27 days annual leave plus bank holidays
• Excellent employer pension contributions 3x your contributions up to 12%
• Life assurance 4x annual salary.
• Cashback on day to day medical expenses up to 1300 (limits apply for each category)
• Leading Employee Assistance Programme gym discounts & cycle to work scheme
• Loyalty scheme for long-serving colleagues including increased annual leave and a hamper
• Hybrid working available with a modern recently refurbished office in Horsham

DBS Checks

To ensure the safety of our vulnerable customers this role is subject to a basic DBS check which will disclose details of any unspent cautions or convictions. We know that past incidents dont always reflect who you are today and well carefully consider the details including the nature of the conviction the time thats passed and any positive changes youve made since then.

About Saxon Weald

Were dedicated to creating a fair inclusive environment where everyone feels they can be themselves. We recognise the value that a diverse workforce brings and the different perspectives that colleagues from a range of backgrounds can bring. We therefore especially encourage applications from those who may be underrepresented in our organisation including people from minority ethnic backgrounds and LGBTQIA individuals.

As a disability-confident employer we are fully supportive of any workplace adjustments that can be made to our recruitment process to give you a fair chance at sharing your skills and experience with us. To discuss further please contact

We reserve the right to call candidates to interview or withdraw this vacancy at any time prior to the closing date if there is a good level of response. Therefore we recommend you submit your application as soon as possible.