Contact Centre Advisors

Sureserve Compliance North West; Liverpool; On-site; GBP 21,000 - 25,000; Full time

Benefits offered by this job

Contributory pension scheme

Annual leave purchasing scheme

Life assurance

Enhanced family leave policies

Sureserve Benefits Hub

Virtual GP service

Employee Assistance Programme (EAP)

Bike2Work Scheme

EV Car Scheme

Employee engagement events

Job summary

Sureserve Compliance North West in Liverpool is seeking confident Contact Centre Advisors to join our busy team. You will be the first point of contact for tenants and service users, handling a high volume of inbound/outbound calls and live chat with professionalism, empathy, and efficiency.

This fast-paced role emphasizes resolving queries on first contact, logging information accurately, and working with housing client teams to maintain service standards.

Qualifications

• Previous experience in a call centre or customer service environment is essential.
• Experience supporting housing clients is a bonus but not required.
• Excellent communication and empathy under pressure.

Responsibilities

• Handle a high volume of inbound and outbound calls and live chat for multiple housing associations.
• Deliver exceptional customer service, making callers feel heard and valued.
• Log information accurately, update systems, and follow processes for smooth case handling.
• Resolve queries at first point of contact wherever possible.
• Escalate complex issues to specialist teams or Team Leaders when required.
• Work with colleagues and client teams to maintain service excellence.
• Meet performance targets around call quality, productivity, and customer satisfaction.
• Identify recurring issues and contribute to process improvements.
• Support a rotating schedule including evenings and weekends.

Skills

Customer service

Call centre experience

Communication skills

Team collaboration

Shift flexibility

Outlook proficiency

Tools

Microsoft Outlook

Job description

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 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.

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.

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