Contact Centre Advisor

Clarion Housing Group; West Malling; Hybrid; GBP 28,000 - 33,000; Full time

Benefits offered by this job

Pension scheme

Life assurance

Company bonus

Job summary

Clarion Housing Group is seeking friendly, resilient Contact Centre Advisors for a large, fast-paced team in Maidstone, Kent. The role covers multi-channel customer support with a focus on resolving issues at first contact.

Training is provided and the position offers hybrid working with a base in Maidstone. Key responsibilities include handling queries by phone, email, and web chat, recording information accurately and escalating when needed.

Qualifications

• Excellent communication skills, both verbal and written.
• Calm, patient and empathetic approach to customer service.
• Strong ability to handle challenging conversations professionally.
• Good organisation and ability to manage competing priorities.

Responsibilities

• Responding to customer enquiries promptly, professionally and with empathy.
• Taking ownership of customer queries and resolving them at first point of contact where possible.
• Accurately recording customer information, actions and outcomes on systems.
• Providing clear advice, guidance and updates in line with policies and service standards.
• Managing a high volume of customer contact while maintaining quality and care.
• Escalating issues to colleagues or specialist teams to achieve the right outcome.
• Supporting customers who may be frustrated, distressed or vulnerable with calm communication.
• Contributing to team targets and service improvements.

Skills

Excellent communication

Calm and empathetic

Attention to detail

Team player

Job description

Location: Hybrid with a base location in Maidstone, Kent

Salary: £28,372 - £32,778 per annum

Hours: 36 hours per week

Contract Type: Permanent

This is a great opportunity to join our team, Employer of the Year Housing Heroes awards 2025 and Winner 2026 Inspiring Places to Work UK & Ireland

About The Role

We're looking for friendly, resilient and customer-focused Contact Centre Advisors to join our large, fast-paced contact centre. As the first point of contact for our customers, you'll play a vital role in delivering a professional, helpful and efficient service across a range of enquiries.

You’ll handle customer contact through a variety of channels, including telephone, email, web chat and digital platforms. Every interaction will be an opportunity to listen, understand, resolve issues where possible, and make sure customers receive clear, accurate and supportive advice.

What You’ll Be Doing

• Responding to customer enquiries promptly, professionally and with empathy.
• Taking ownership of customer queries and working to resolve them at the first point of contact wherever possible.
• Accurately recording customer information, actions and outcomes on our systems.
• Providing clear advice, guidance and updates in line with policies, procedures and service standards.
• Managing a high volume of customer contact while maintaining quality, accuracy and care.
• Identifying when issues need to be escalated and working with colleagues or specialist teams to achieve the right outcome.
• Supporting customers who may be frustrated, distressed or vulnerable, using calm and confident communication.
• Contributing to team targets, service improvements and a positive contact centre culture.

About You

You do not need to have worked in a contact centre before, but you'll need to be confident speaking with customers, comfortable using computer systems, and committed to delivering a great customer experience.

We Are Looking For Someone Who Can Bring

• Excellent communication skills, both verbal and written.
• A calm, patient and empathetic approach to customer service.
• The confidence to handle challenging conversations professionally.
• Strong attention to detail and the ability to record information accurately.
• Good organisation skills and the ability to manage competing priorities.
• A positive attitude, willingness to learn and ability to work well as part of a team.
• Basic IT skills and confidence using systems, emails and digital tools.
• A commitment to equity, diversity and inclusion, treating every customer with respect.

What We Offer

• Full training and ongoing coaching to help you succeed.
• A supportive team environment with clear guidance from experienced leaders.
• Opportunities to develop your skills and progress your career.
• A role where you can make a real difference to customers every day.
• Excellent benefits including a generous pension scheme, life assurance and company bonus.

Our commitment to Equity, Diversity and Inclusion

We are committed to building an inclusive workplace where everyone feels valued, respected and able to be themselves. We welcome applications from people with different backgrounds, experiences and perspectives, and we will make reasonable adjustments to support candidates throughout the recruitment process.

Closing Date

Thursday 17th September 2026 at midnight.

Location

You’ll be based from our Maidstone office. You’ll work full time from the office for the first 8 weeks, whilst in training and academy. We know that flexibility matters. This role offers a hybrid working model in line with business needs. We’ll provide the tools and support you need to succeed wherever you're working.

Assessment Process

If you’re shortlisted, we’d love to invite you for a quick chat with the hiring panel! If all goes well and you’re shortlisted again after the call, you’ll be invited to attend a face to face interview at our Maidstone office.

Training

Successful applicants will be required to undertake an 8-week training programme, which will take place at our office in Maidstone. You’ll be required to attend on a full-time basis; Monday to Friday, with no annual leave during this time.

Eligibility and Working Rights

You must be eligible to work in the UK to apply for this vacancy; Clarion are not able to offer visa sponsorship. You are required to reside in England or Wales for the duration of your employment.

Company Responsibility to AI

At Clarion Housing Group, we support the responsible use of AI. Here is your guide to using AI during your recruitment process.