Contact Centre Advisor

Confidential; England; Hybrid; GBP 26,000 - 31,000; Full time

Job summary

Stonewater is hiring a Contact Centre Advisor. The role covers enquiries across repairs, income, tenancy management, lettings and allocations, delivering first-time resolutions with excellent service. The position supports a hybrid working model, starting office-based and moving to home after probation.

We offer three permanent full-time roles (37.5 hours) and one permanent part-time role (30 hours). You’ll join a friendly team that values growth, learning and community impact in housing

Qualifications

• Able to deliver an excellent customer service experience.
• Thrive under pressure and enjoy helping people.
• Resilient, empathetic and a great communicator.
• Organised, focused and able to meet targets.
• Confident using multiple systems.

Responsibilities

• Take ownership of a wide range of customer enquiries across repairs, income, tenancy management, lettings and allocations.
• Provide first time resolutions and exceptional service for customers in general needs, supported housing, home ownership and retirement living.

Skills

Customer service

Communication

Problem solving

Resilience

Leadership

Technology

CRM systems

Tools

CRM systems

Job description

Contact Centre Advisor

Location: While this role is hybrid (% based at our Bournemouth Hub and the rest from home), you ll initially be office-based until you ve successfully completed your probation period.

Salary: £28,500 per annum

Hours per week: 37.5 & 30

If you re looking for a role where no two days are the same, where you can grow, learn, and be part of something meaningful, then our Contact Centre could be the perfect launchpad for your career in housing. This is far more than answering a phone - it s about helping people, problem solving, supporting communities, and being part of a team that cares.

Opportunities Available

• x 3 Permanent, Full Time (37.5 hours per week)
• x 1 Permanent, Part Time (30 hours per week, Mon, Wed, Thurs and Fri)

Why you ll love working with us

• A varied, exciting role
• Fast paced, challenging and rewarding
• A supportive, friendly team culture
• A place where your development truly matters
• Huge opportunities to grow your career

At Stonewater, you ll join a team where people build long, fulfilling careers. It s a vibrant environment where colleagues learn new skills, form lasting friendships, and support each other through life s ups and downs.

Our Contact Centre Advisors become experts in communication, problem solving, resilience, leadership, and technology - skills that open doors to new roles, new industries, and new futures.

What you ll be doing

You ll take ownership of a wide range of customer enquiries across repairs, income, tenancy management, lettings and allocations. You ll provide first time resolutions and exceptional service for customers in general needs, supported housing, home ownership and retirement living.

Our hybrid approach means you ll enjoy the best of both worlds - connection and collaboration at our Bournemouth Hub, and flexibility to work from home once you re confident in the role and meeting your goals.

Are you

• Able to deliver an excellent customer service experience
• Thrive under pressure and enjoy helping people
• Resilient, empathetic and a great communicator
• Organised, focused and able to meet targets
• Confident using multiple systems

We will love to hear from you! If you have worked in a contact centre before that is just a bonus!

Working hours

Shift pattern covering:

• Monday Friday, 8:30am 5:30pm

Appointment to this role will be subject to a satisfactory Disclosure and Barring Service Check (if applicable), satisfactory references and possession of a valid Right to Work document.

This role may require specific qualifications, skills, knowledge, and behaviours to meet the Competence and Conduct Standard for Social Housing. If not already qualified, there may be an expectation to study towards a professional qualification.

Discover Stonewater

Stonewater is one of the UK s largest social housing providers, driven by our purpose that everyone has a place to call home. With around 40,000 homes, we proudly serve more than 93,000 customers, providing safe, affordable homes and the services and support that help people and communities thrive.

Our mission is to make a difference to our customers and communities through quality homes and great services that reflect our social ethos. Guided by our vision to be the most trusted, inspiring and sustainable provider of affordable homes, we offer homes for rent, shared ownership and purchase, alongside specialist housing and support services, including retirement living, supported housing, domestic abuse refuges, LGBTQ+ safe spaces and young people's foyers.

Everything we do is centred on our customers. We build trusted relationships, create lasting social value and invest in homes, services and communities that enable people to live independently, realise their potential and thrive. Through innovation, collaboration and a long-term commitment to sustainability, we are helping shape stronger communities for the future.

We are a Disability Confident Employer and working towards accreditation for becoming a Disability Confident Leader, which allows us to record and report on disability, mental health and wellbeing in the workplace to better support our colleagues. We have also achieved accreditation for being an Advanced Employer for Investing in Ethnicity Maturity Matrix.

Stonewater reserve the right to bring the closing date forward should enough quality applications be received prior to the current closing date.