Customer Service Advisor

Join a well-established Housing Association in a fast-paced and rewarding Customer Service Advisor role, supporting a busy Customer Contact Centre at the heart of service delivery. This is an excellent opportunity for a Customer Service Advisor to make a real impact while supporting residents, applicants and external agencies across a range of housing services including repairs, rents and homelessness.

This role would suit an experienced Customer Service Advisor, Contact Centre Advisor or Housing Customer Advisor with previous social housing experience who enjoys working in a high-volume environment and delivering excellent customer service.

Customer Service Advisor duties:

• Making high volumes of outbound calls to gather and verify customer information as part of the Everyone Matters programme
• Handling inbound enquiries via phone, email, text and other communication channels
• Having sensitive and supportive conversations to identify vulnerabilities and additional customer needs
• Delivering first contact resolution across a range of housing-related enquiries wherever possible
• Updating and maintaining accurate customer records across internal systems
• Supporting improvements in customer data quality and service delivery
• Managing fluctuating workloads across repairs, rents and general housing enquiries
• Working towards service standards and performance targets
• Providing a professional and customer-focused service at all times
• Working collaboratively with colleagues to support team performance and customer outcomes

Experience required for the Customer Service Advisor role:

• Previous experience working within social housing is essential
• Experience working within a contact centre or high-volume customer service environment
• Strong communication and interpersonal skills
• Ability to handle sensitive customer conversations professionally and empathetically
• Good IT skills and experience using CRM or internal systems
• Ability to manage workload effectively in a fast-paced environment

Benefits of the Customer Service Advisor role:

• Full-time hours
• Approximate 4-month contract
• Opportunity to work within a respected Housing Association
• Supportive and collaborative team environment
• Stable workload with consistent hours

Travel and Location
This Customer Service Advisor role is based in Solihull and is fully office based. The office is easily accessible from Birmingham, Coventry, Chelmsley Wood, Marston Green and surrounding areas, with good transport links and nearby motorway access.

If this Customer Service Advisor position sounds like your next step, apply directly or email Olivia at olivia.taylor@niyaapeople.co.uk for more details.