Contact Centre Advisor

Sureserve Group; Liverpool; Hybrid; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Contributory pension scheme

Annual leave purchasing scheme (ALPS)

Life assurance

Enhanced family leave policies

Sureserve Benefits Hub

Job summary

Sureserve Group is seeking confident, customer-focused Contact Centre Advisors to join our busy Liverpool-based contact centre. You will handle a high volume of calls and live chat for housing clients, delivering professional, empathetic service and resolving issues where possible.

The role requires working a 40-hour week with a rotating pattern including evenings and weekends. Salaries are quoted at £27,976 per annum, and you’ll be part of a team that values reliability and continuous

Qualifications

• Previous experience in a call centre or customer service environment.
• Strong communication and the ability to stay calm under pressure.
• A genuine passion for helping people and delivering quality service.
• Confidence using Microsoft Outlook and learning new software quickly.

Responsibilities

• Handle a high volume of inbound and outbound customer calls / live chat on behalf of multiple housing associations.
• Deliver exceptional customer service, ensuring every caller feels heard, supported, and valued.
• Accurately log information, update systems, and follow processes to ensure smooth case handling.
• Resolve customer queries at first point of contact wherever possible.
• Escalate complex issues to specialist teams / Team Leaders when required.
• Work collaboratively with colleagues and client teams to maintain service excellence.
• Meet regular performance targets around call quality, productivity, and customer satisfaction.
• Contribute to continuous improvement by sharing customer insights and identifying recurring issues.
• Work flexibly as part of a rota that includes evening and weekend shifts.

Skills

Call centre experience

Strong communication

Customer-focused

Outlook proficiency

Proactive problem solving

Flexible hours

Tools

Outlook

Job description

Sureserve is a trusted partner for housing associations, local authorities, and residents, delivering high-quality compliance and energy services. Our focus on energy efficiency, safe and compliant homes, and enhanced quality of life makes us a leader in the industry. With nationwide reach, regional expertise, and a commitment to excellent service, we are well-positioned to support our clients now and, in the future.

About the role

We’re looking for confident, customer-focused Contact Centre Advisors to join our busy contact centre supporting a range of housing clients. You’ll be the first point of contact for tenants, residents, and service users, handling a high volume of inbound and outbound calls and live chat with professionalism, empathy, and efficiency.

This is a fast-paced environment where no two calls are the same. You’ll be helping customers with their issues - always aiming to resolve queries first time, every time.

What you’ll be doing

• Handle a high volume of inbound and outbound customer calls / live chat on behalf of multiple housing associations
• Deliver exceptional customer service, ensuring every caller feels heard, supported, and valued
• Accurately log information, update systems, and follow processes to ensure smooth case handling
• Resolve customer queries at first point of contact wherever possible
• Escalate complex issues to specialist teams / Team Leaders when required
• Work collaboratively with colleagues and client teams to maintain service excellence
• Meet regular performance targets around call quality, productivity, and customer satisfaction
• Contribute to continuous improvement by sharing customer insights, identifying recurring issues, and supporting the development of more efficient processes
• Work flexibly as part of a rota that includes evening and weekend shifts

What we’re looking for

• Previous experience in a call centre or customer service environment is essential (housing experience is a bonus but not essential)
• Strong communication skills and the ability to stay calm under pressure
• A genuine passion for helping people and delivering quality service
• Confidence using Microsoft Outlook packages and learning new software quickly
• A proactive, solution-focused approach to customer queries
• Flexibility to work evenings and weekends as part of a rotating schedule

Why Join Us

You’ll be part of a supportive team that values expertise, reliability and great customer service. We offer a positive working environment, opportunities for development and the chance to make a meaningful impact, in the communities we serve.

Positions available: x5

Salary: £27,976 per annum

Location: Liverpool (L7 9NJ)

Contract Type: Permanent

Working Hours: 40 hours per week

Working pattern: Core hours of 07:00-22:00 and will involve weekend working patterns

Holiday entitlement: 20 days + bank holiday (increases with service)

Benefits

We offer a range of benefits designed to support your lifestyle whilst working for Sureserve and outside of work, some of these include:

• Contributory pension scheme
• *Annual leave purchasing scheme (ALPS)
• Life assurance
• *Enhanced maternity, paternity, adoption leave and other family friendly policies
• Sureserve Benefits Hub, accessing over 1000 retail discounts
• Virtual GP service, available for employees and immediate family
• Employee Assistance Programme (EAP)
• *Bike2Work Scheme
• *EV Car Scheme
• Employee engagement events and "Employee Voice" programmes
• Strong opportunities for career growth and development

*Terms/qualifying criteria applies

Equal Opportunities

Sureserve is an equal opportunities employer, dedicated to nurturing a diverse and inclusive work environment. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.

Reasonable Adjustments

As part of our commitment to Inclusivity, we offer reasonable adjustments throughout the recruitment process for individuals who may require them. If you feel you need any adjustments, please contact [e-mail]

Pre-employment Checks

Successful applicants will be subject to eligibility checks with a 3rd party, including the right to work in the UK and DBS checks.