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Customer Service Advisor (weekend only or P/T weekdays)

Job Description

Customer Service Advisor
Location: Chelmsford
Rate: £17.56 per hour
Contract Type: Temporary (via Retinue Solutions), with potential to transition into a permanent contract
Hours: Part Time Work - Weekend or 12-5 Mon - Fri.
Recruiter Contact: George Westhead |
01772 208 966
| george.westhead@servicecare.org.uk About the Role:
We are working on behalf of a well-established London housing provider to recruit multiple Customer Service Advisors to join their busy Customer Service Centre (CSC) in Chelmsford. With over 67,000 homes managed and more than 200,000 residents served, this is an opportunity to be part of a forward-thinking organisation that truly makes a difference.
As a Customer Service Advisor, you will be the first point of contact for a variety of resident queries—providing clear, efficient, and empathetic service. You’ll play a key role in helping residents access housing services, report repairs, and resolve queries at first contact. Key Responsibilities:
  • Inbound Contact Handling:
    Respond to resident enquiries via telephone, providing accurate information and support across a range of services.
  • Repairs Diagnostics & Logging:
    Guide residents through basic diagnostics to report routine repairs, and raise requests on the internal CRM system.
  • Case & Task Management:
    Assist in logging other service needs, such as antisocial behaviour reports or complaints, and escalate where necessary.
  • Payment Support:
    Support residents with rent and service charge payments, offering guidance and resolving payment issues.
  • Liaison & Coordination:
    Work closely with Housing Officers and other internal teams to facilitate and follow up on resident requests.
  • First Contact Resolution:
    Strive to resolve as many queries as possible on the first call, delivering excellent customer outcomes and meeting the CSC’s KPIs.
Working Hours:
  • Sat - Sun - 1pm - 10pm
  • Mon - Fri 12pm - 5pm. 
What We’re Looking For:
  • Previous customer service experience (call centre or housing background preferred)
  • Confident and clear communicator
  • Strong attention to detail
  • Able to work in a fast-paced, resident-focused environment
  • Comfortable using CRM systems and Microsoft Office tools
Interested?
For more information or to apply, contact George Westhead at Service Care Solutions on
01772 208 966
or email george.westhead@servicecare.org.uk