UK social enterprise creating, managing and regenerating communities through homes, leisure facilities and infrastructure.
Night-time Customer Service Advisor handling calls, emails and emergencies.
6 days ago ago
Junior (1-3 years), Entry-level
Full Time
Northwich, England, United Kingdom
Onsite
Company Size
11,600 Employees
Service Specialisms
Property Development
Design
Construction Services
Project Management
Consulting
Engineering
Technical Services
Sector Specialisms
Residential
Commercial
Industrial
Mental Health Services
Substance Use Disorder Services
Supportive Housing
Care Coordination
Home Care Services
Role
Description
phone support
email support
customer records
emergency calls
query follow-up
documentation
Respond to inbound customer contacts (primarily phone and email) during the night shift, providing advice, guidance and solutions to meet customer needs.
Accurately record all customer interactions on our system.
Handle emergency calls with professionalism and empathy.
Respond to outstanding customer queries via email when not on calls.
Process documentation resulting from customer contacts, ensuring information is passed to colleagues for action.
Requirements
outlook
excel
word
communication
customer service
organisational
Working knowledge of Outlook, Excel and Word
The ability to remain calm and professional in emergency situations
Excellent listening and communication skills (written and verbal)
Confidence to carry out instructions quickly and accurately
First-class customer service and admin skills
Good organisational skills and the ability to work to deadlines
Benefits
A comprehensive induction / training period – so you know you will be confident when speaking with customers
Free Healthcare cashback Plan (re-claiming for things like optical treatment dental care, physiotherapy and GP Charges – plus more! (all to a generous fixed amount), plus 24/7 access to remote GP Services amongst other support and advice lines including mental health and financial support
Free onsite parking Free onsite parking
Access to many discounts and money saving schemes including smart tech and cycle-to-work incentives
Potential to earn Bonus
Fantastic reward and recognition scheme that recognizes exceptional customer service
Themed events are held throughout the year, fun, games and incentives galore
27 days holiday plus Bank Holidays
Career Development and extensive opportunities to progress
Training + Development
Information not given or found
Interview process
Information not given or found
Visa Sponsorship
Information not given or found
Security clearance
pre-employment checks including disclosure and barring service (dbs) checks.
safeguarding policies and procedures to protect vulnerable individuals.
Company
Overview
1965
Year Established
The organization originated as the North British Housing Association in 1965.
245,000 Homes
Properties Managed
They manage or own over 245,000 properties across the UK.
£850m Turnover
Annual Revenue
Achieved nearly £850 million in turnover in 2022.
100+ Venues
Leisure Facilities
Operates over 100 leisure venues across the UK.
Evolved into a powerhouse of placemaking.
Built momentum across the UK by owning or managing properties and running leisure venues.
Fuelled by bond-raising and partnerships, including a 2024 SDR merger.
Handle regeneration, development, care, and investment.
Reinvest earnings into communities.
Signature projects include affordable housing, shared-ownership schemes, and town-center regeneration.
Multi-brand structure spans over 20 subsidiaries, enabling holistic delivery from homes to leisure.
Pledged pipelines of tens of thousands of new homes and tap institutional funding to scale regeneration.
Unusually, they are a social enterprise that issues corporate bonds and provides mortgages and leisure services.
Couple commercial muscle with community-first storytelling: regenerating places by layering homes, leisure, infrastructure, and support.
Culture + Values
Do The Right Thing. Always.
Fired Up, Ready To Grow.
One Community.
Be Respectful, Earn Respect.
Enjoy Work.
Environment + Sustainability
£400M Bonds
Sustainability Funding
Issued £400 million in seven-year sustainability bonds to fund green and social projects.
245,000 Homes
Managed Properties
Manages over 245,000 homes across the portfolio.
£219M Investment
Repairs & Improvements
Invested £219 million in repairs and improvements to enhance property standards.
£334M Value
Social Impact
Generates £334 million in social value through sustainability initiatives.
Environmental Sustainability Strategy aimed at a net zero carbon future
Committed to Net Zero via Zero Carbon Homes Standard in new-build developments
Part of Future Homes Consortium & Future Homes Hub to reduce carbon in new homes
Piloting retrofit of 1,000 social homes to decarbonise housing stock
Leading consortium installing heat pumps, solar panels, and double glazing to retrofit homes by Winter 2028
Energy-efficient homes rated A–C, emitting circa 1.3 tCO₂/yr vs 3.5 tCO₂ for older homes
Inclusion & Diversity
Inclusive workforce: ‘everyone is welcome, everyone is important, everyone is supported, and everyone can thrive’
Open‑door policy enabling regular, honest catch‑ups with CEO and senior leaders
Transparent promotion process supported by internal learning platform (Places Academy)
Diversity & Inclusion programmes feature in employee benefits offering