Customer Care Advisor

plymouthcommunityhomes; Plymouth; On-site; GBP 21,000 - 24,000; Full time

Benefits offered by this job

Excellent pension

Onsite gym

Volunteer days

Annual leave 25–30 days

Employee assistance programme

Flu vaccination

Cycle to Work

Dress down Fridays

Job summary

Plymouth Community Homes is seeking a Customer Care Advisor to join our Customer Experience Team at Plumer House in Plymouth. You will be the first point of contact for customers, guiding them through the complaints process with empathy and professionalism.

You will record feedback in our systems, provide updates and work with the team on administrative tasks to improve services for residents. Hours are 08:00–17:00, Monday to Friday, with a focus on delivering excellent customer experience.

Qualifications

• Has a passion for delivering excellent customer service.
• Is a confident communicator with strong listening skills.
• Can handle sensitive situations with professionalism and discretion.
• Works well both independently and as part of a team.
• Is organised, accurate and able to manage competing priorities.
• Is comfortable using IT systems and learning new technology.

Responsibilities

• Supporting customers throughout the complaints process.
• Providing information, advice and updates in a professional and empathetic way.
• Accurately recording customer feedback and case information.
• Maintaining clear and up-to-date records using a range of systems.
• Supporting the wider Customer Experience Team with administrative tasks.
• Helping us learn from feedback and improve our services.

Skills

Excellent customer service

Strong communication skills

Discretion with sensitive situations

Teamwork and independence

Organised and able to manage priorit

IT systems proficiency

Tools

CRM systems

Job description

A Customer Service Role With Purpose.

Looking to build a career in customer service and make a real difference?

About the role

We're looking for a Customer Care Advisor to join our friendly Customer Experience Team at Plumer House. This is a fantastic opportunity to develop your skills while helping customers feel heard, supported and valued.

As part of our Complaints Team, you'll be the first point of contact for customers, helping to manage feedback, provide guidance and ensure customer concerns are handled professionally and efficiently. You'll play an important role in improving the customer experience and helping us deliver excellent services across PCH.

Operational Hours: Monday to Friday, 08:00 - 17:00

What you'll be doing:

• Supporting customers throughout the complaints process.
• Providing information, advice and updates in a professional and empathetic way.
• Accurately recording customer feedback and case information.
• Maintaining clear and up-to-date records using a range of systems.
• Supporting the wider Customer Experience Team with administrative tasks.
• Helping us learn from feedback and improve our services.

Our ideal candidate for this role is someone who:

• Has a passion for delivering excellent customer service.
• Is a confident communicator with strong listening skills.
• Can handle sensitive situations with professionalism and discretion.
• Works well both independently and as part of a team.
• Is organised, accurate and able to manage competing priorities.
• Is comfortable using IT systems and learning new technology.

If you're motivated by helping people and want to develop a rewarding career in customer experience, we'd love to hear from you.

About Plymouth Community Homes

We are the city's largest social housing association, with over 16,000 properties providing homes for more than 35,000 people, and we’re aiming to grow, to provide more people with high-quality, affordable homes to rent and buy.

With a great workforce and a focus on people, we deliver good quality, well-managed and well-maintained homes.

What we can offer you:

• Excellent pension scheme with a high level of employer contributions
• Free, fully equipped onsite gym and changing facilities.
• The opportunity to carry out volunteer work for 3 days a year through our Make a Difference scheme
• Annual leave of 25 days (rising to 30 days) plus Bank Holidays and holiday trading option
• Free Employee Assistance programme, including free counselling
• Free annual flu vaccination
• Cycle to Work scheme
• The opportunity to work in a beautiful and vibrant part of the Southwest
• We support digital working with modern devices/smart phones
• It's fun to work here- we have dress down Fridays, company quizzes, and lots of charity events throughout the year
• Our modern and spacious offices are right on a bus route, and just three miles from the city centre
• We get a daily visit from a local food van, and within walking distance to local Crownhill shops, Warrens, M&S Foodhall, Co-op, Starbucks and Tim Hortons

For an informal discussion about this role, please contact Laura Moss, Customer Care Supervisor on 07543 509385.

Shortlisting Date: 23rd November 2026

Interview Date: 2nd / 3rd December 2026

If you are an apprentice, please ensure that you make the Learning & Development team aware that you intend to apply for this position.

We are a committed Equal Opportunities employer. We welcome applications from suitably talented people from any community and background.

Living and Working in Plymouth