Customer Advisor

Two Rivers Housing; England; On-site; GBP 20,000 - 26,000; Full time

Job summary

Two Rivers Housing is seeking a Customer Advisor on a fixed-term 6-month contract, 37 hours per week. You will be the first point of contact for tenants, delivering human-centred service and resolving enquiries across phone, email, letters, texts, and in-office visits.

You will build positive relationships, record contacts accurately, follow enquiries through to completion, and champion the voice of customers while ensuring compliance with policies and regulations.

Qualifications

• First point of contact for tenants delivering humane customer service.
• Accurate processing and recording of customer contacts.
• Ability to adapt approach to individual needs and provide personalized service.

Responsibilities

• Handle enquiries by phone, email, letter, text, or in person at the office.
• Resolve enquiries and ensure completion with high customer satisfaction.
• Build positive relationships with tenants and cross-team colleagues to identify solutions.
• Record contacts in line with policies and procedures and ensure regulatory compliance.

Skills

Customer service

Active listening

Empathy

Relationship building

Job description

Fixed term contract – 6 months, Full time (37 hours per week)

Come make a real difference as a Customer Advisor!

Everyone should have a warm, safe, affordable home. As one of our Customer Advisors, you’ll play a starring role in making this a reality for thousands of people living in our communities.

As a first point of contact for our tenants, you will deliver human-centric customer service, helping resolve enquiries, showing tenants that we care, and championing their voices across the organisation.

You’ll be ready to support our tenants when they contact us by phone, emails, letter, texts, or visit our office. Building positive relationships with tenants and our teams, you’ll follow enquiries through to completion, making sure issues are resolved and queries answered, helping achieve high levels of customer satisfaction.

What you’ll bring to the team

You’ll bring a positive, can-do mindset to every interaction, approaching challenges with confidence and a genuine desire to help. As an active listener, you'll take the time to understand each customer's situation by asking thoughtful and curious questions, demonstrating empathy and ensuring they feel heard, valued and respected. Recognising that every person and circumstance is different, you'll adapt your approach to meet individual needs and provide a personalised, human-centred service.

You’ll look beyond the immediate enquiry to understand the whole picture, identifying underlying issues and working collaboratively with colleagues to find the right solutions. By taking ownership of enquiries and seeing them through to completion, you'll help resolve problems effectively, build positive relationships, and deliver a great customer experience.

You’ll accurately process and record customer contacts in line with our policies and procedures, ensuring compliance with relevant regulations while continually championing the voice of the customer across the organisation. Through every interaction, you'll strive to create positive outcomes for our tenants and contribute to a customer experience that reflects our values and commitment to putting people first.

INDHIGH