Customer Advisor

Ongo Recruitment; Scunthorpe; On-site; GBP 22,000 - 28,000; Full time

Job summary

A leading recruitment agency in Scunthorpe seeks a Customer Advisor to be the first point of contact for customers. The role focuses on delivering high-quality services effectively, handling enquiries related to housing services, and managing various customer interactions across multiple platforms. Candidates will need proven experience in customer service, excellent communication skills, and the ability to resolve conflicts professionally. This is an exciting opportunity to contribute to a community-focused team.

Qualifications

• Previous experience in a busy customer service environment is essential.
• Strong written and verbal communication skills are required to handle diverse enquiries.
• Experience with CRM systems and omni-channel contact center technology is advantageous.

Responsibilities

• Provide excellent service for customer inquiries across multiple platforms.
• Manage service requests and process rent payments efficiently.
• Diagnose repair requests and support customers to self-resolve when possible.

Skills

Customer service experience

Excellent communication skills

Problem-solving skills

Attention to detail

CRM system experience

Social media proficiency

Resilience

Ability to work collaboratively

Conflict resolution

Organizational skills

Job description

Customer Advisor

Team: Contact Centre Team

Service: Customer Experience

Responsible to: Contact Centre Team Leader

Job Summary

As a Customer Advisor, you will be the first point of contact for customers engaging with Ongo. You will play a vital role in delivering high quality, customer focused services by handling a wide range of enquiries across multiple communication platforms including phone, email, webchat, and social media.

You will work within a demanding environment supporting customers with queries relating to housing services such as repairs, rent, tenancy management, lettings, and general advice. Your ability to listen actively, communicate clearly and resolve issues efficiently will be key to ensuring customer satisfaction and maintaining Ongo's reputation for excellent services.

Main Responsibilities

• Deliver excellent contact handling services for Ongo customers ensuring effective service delivery and resolutions at first point of contact.
• Process service requests in line with policy and procedures ensuring you meet expected timescales and advise customers of the services available to them.
• Diagnose repair requests and question customer effectively and support the customer to self‑resolve where appropriate.
• Process rent payments and resolve enquiries in relation to payments and arrears.
• Handle enquiries in relation to Lettings, Anti‑social behaviour and all tenancy related matters in a clear and confident way following set policies and procedures.
• Ensure accurate records and updates to the CRM system are in line with our data standards.
• Resolve customer issues and agree solutions for customers to ensure they are satisfied and actively prevent complaints.
• Actively listen and show empathy to understand the needs of the customers to ensure you deliver the right service.
• Manage contacts for our diverse customer base, dealing with different vulnerabilities and sometimes conflict.
• Manage multiple contact platforms during your day, being able to transition your skills across telephone, digital contacts and in‑person contacts effectively.
• Achieve set performance targets and consistently work within these targets to meet your individual and team goals.
• Be aware of safeguarding vulnerable adults and children and report any concerns via Ongo's Safeguarding policies and procedures.

Skills, Competence, Experience Required

• Proven experience of working in a busy customer service or contact centre environment.
• Experience of delivering quality services to a diverse customer base including external agencies and internal departments.
• Demonstrate excellent customer service skills.
• Have experience working with CRM systems and Omni channel contact centre technology.
• Be able to use and understand social media platforms to manage customer enquiries.
• Strong communication skills, both written and verbal with ability to deal with sensitive and complex enquiries professionally.
• Strong problem‑solving skills and attention to detail.
• Ability to work independently and collaboratively across teams.
• Demonstrate resilience and the ability to adapt to changing demands.
• Ability to deal with and resolve conflict.
• Social housing experience and knowledge of the core landlord functions and regulations.
• Have basic knowledge of current Housing Regulation and Legislation.
• Have experience handling and effectively resolving complaints.
• Excellent organisational and time‑management skills, with the ability to prioritise multiple contacts.

Closing date for applications Wednesday 7 January

Assessment Centre will be held Monday 19 January. Successful candidates from this will be invited to interview that afternoon.

We are committed to building an inclusive workplace that reflects the diversity of the communities we serve. We welcome applications from individuals of all backgrounds, including those from ethnically diverse communities, disabled individuals, and others who may require workplace adjustments. If you require any support during the application process, please let us know, and we will be happy to assist.