Customer Solutions Advisor

Description

• Follow script and ensure all details are covered to maintain getting the job done right first time.
• Provide empathetic, non-judgmental, and solution-focused support, particularly when dealing with vulnerable residents or sensitive issues.
• Resolve a wide range of issues, including rent queries, repairs, anti-social behaviour, tenancy matters, and general housing services.
• Accurately log, track, and update customer interactions using housing management or CRM systems.
• Liaising with the planned works team if a query comes through for planned jobs taking place.
• Respond promptly and professionally to customer enquiries via phone, email.
• First port of call for residents and the client to log repairs and aid in any queries/questions required ensuring customer satisfaction is met at all times.
• Liaise with internal teams (e.g., Repairs, Income, Tenancy Management) to ensure timely resolution of cases and escalation where necessary.
• Pass jobs to the planner queue for planners to deal with for Emergencies or if allocation of job cannot be found.
• Pick-up all incoming calls within set timescales (20seconds)
• Monitor progress of open cases and ensure customers are kept informed throughout the process.
• Raise any issues/concerns observed to the relevant party (Supervisor, planners etc)
• Pass calls to relevant departments ensuring resident/client is updated before passing over.

Requirements

• Ability to remain calm under pressure and handle challenging situations sensitively.
• Strong IT skills and experience using customer service or housing management systems.
• Strong problem-solving skills and attention to detail.
• Experience in a customer-facing role, preferably in housing, public sector.
• Understanding of social housing services, including repairs, rents, and tenancy support.
• Excellent communication skills, both written and verbal.
• Responsive repairs, voids, and disrepair (including damp & mould)

Benefits

• Planned maintenance aligned to the Decent Homes Standard

Training + Development

Interview process

Visa Sponsorship

Security clearance