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Housing Customer Care Adviser

Job Description

Job Title: Customer Care Adviser

Work Location: - London E20 (hybrid)

Contract Type: Temporary

Weekly Hours: 35 Hours per week

We are currently recruiting for a Customer Care Adviser. The successful candidate will be responsible for providing a positive customer experience and resolving a broad range of enquiries at the first point of contact. They will also liaise with external agencies and stakeholders, as well as other members of staff, where enquiries cannot be resolved within the contact centre.

Key responsibilities

  • Deal with a wide range of enquiries in accordance with established processes, procedures and policies with internal and external contacts in person, by phone, email and letter in order to provide an excellent customer experience and resolution at first point of contact.
  • Arrange appointments or pass details on to other members of staff, where enquiries cannot be resolved within the contact centre.
  • Liaise with external agencies and stakeholders about the good management of estate services.
  • Provide a professional front line service to customers through various channels of communication.
  • Contact customers to make appointments so that trades people can access properties and repairs can be carried out.
  • Record information appropriately relating to enquiries, transactions and survey results in accordance with established processes, procedures and policies.
  • Raise Purchase Orders and payment requests, using Finance systems for invoice payments.
  • Ensure that all information recorded on the systems is up-to-date, professional, factual and readily understood by others.
  • Obtain information on behalf of customers from other departments to enable clear and comprehensive responses to be provided.
  • Support preparation of letters, newsletters and other communications to residents, as required.
  • Ensure customers are kept informed of any delays in delivering a service and of the reasons for these delays, and the action being taken to minimise delays and restore service delivery.
  • Ensure all information and advice provided to customers is clear, in accordance with policies, procedures and service standards, and takes into account the individual customer's circumstances.
  • Update customer information as a matter of course and when finding data errors in any systems, take personal responsibility for ensuring the necessary corrective action is carried out.
  • Comply with all aspects of the organisation's Health & Safety Policy, ensuring that any potential risk or breach is reported to the Team Leader.

Essential Criteria

  • Previous experience of working in a customer service environment.
  • Previous experience of providing front line services to the public and/or residents.
  • Previous experience of working in a target driven environment.
  • Previous experience in working at a high level of IT.
  • Good attention to detail.
  • Excellent interpersonal and communication skills.
  • Excellent telephone manner.
  • Fast learner.
  • Able to organise and prioritise workload, and meet deadlines.
  • IT literate, MS Office applications.
  • Strong oral and written skills.
  • Positive disposition to change.
  • Able to work in an agile way.

If you are interested in this position and meet the above criteria, please send your CV now for consideration.

If you require any additional information regarding the position, please call Lewis at Service Care Solutions on 01772 208 966 or send an E-Mail to