Customer Communications Centre Advisor

bpha; Bedford; Hybrid; GBP 23,000 - 29,000; Full time

Job summary

bpha is seeking a Customer Communications Centre Advisor in Bedford to be the first point of contact for customers across calls, email, WhatsApp and social media. You will diagnose repairs, review accounts and signpost services while delivering high-quality support.

You will work in a hybrid role with a mix of office-based and remote tasks, contributing to a culture that values empathy and teamwork. Prior experience and GCSE qualifications support your application.

Qualifications

• Experience in customer service is essential.
• GCSE English and Maths (A–C) required.
• Proficient IT skills, especially MS Office.
• Ability to prioritise and manage time effectively.
• Excellent communication and telephone manner.

Responsibilities

• Be the first point of contact for customers via telephone, email, WhatsApp and social media.
• Diagnose repairs and review accounts.
• Signpost services and deliver exceptional customer service.
• Collaborate across departments to resolve queries.

Skills

Excellent communication

Telephone etiquette

Customer focus

Time management

Education

GCSE English and Maths (A-C)

Tools

MS Office

Job description

Bedford

Working Hours: Monday to Thursday, 8am–5:00pm, Friday, 8am - 4:30pm.

Contract Type: Hybrid (Office-based for 6-months, then hybrid)

We’re looking for a Customer Communications Centre Advisor to be a part of our award winning Customer Communications team here at bpha. You’ll be the first point of contact for our customers handling queries via telephone, email, WhatsApp, and social media. You’ll diagnose repairs, review accounts, and signpost services, all while delivering exceptional customer service.

£26,000pa

Permanent, Full Time

Bedford

Working Hours: Monday to Thursday, 8am–5:00pm, Friday, 8am - 4:30pm.

Contract Type: Hybrid (Office-based for 6-months, then hybrid)

We’re looking for a Customer Communications Centre Advisor to be a part of our award winning Customer Communications team here at bpha. You’ll be the first point of contact for our customers handling queries via telephone, email, WhatsApp, and social media. You’ll diagnose repairs, review accounts, and signpost services, all while delivering exceptional customer service.

You’ll Be Empowered To

• Resolve customer queries at first contact
• Collaborate across departments to find solutions
• Support new colleagues through buddying and training
• Continuously develop your skills through training in general and repairs enquiries

What We're Looking For

• Excellent communicators with a professional telephone manner
• Empathetic and customer-focused
• Proficient with IT, specifically MS Office
• Able to prioritize and manage time effectively
• Educated to GCSE level (A–C in English and Maths)

Experience in customer service of some description is a must, but this doesn’t have to have been in housing or in a directly comparable environment. We value potential and attitude just as much as experience.

Why bpha?

We Live By Our Values

• We take responsibility – doing the right thing, not the easy thing
• We show empathy – listening and understanding every customer
• We are better together – collaborating and celebrating diversity
• We are ambitious – always learning and striving to be the best

With structured development pathways and a culture of support, bpha is the perfect place to start and grow your career.

About Bpha

bpha is a leading Housing Association in the Oxford to Cambridge arc, providing high-quality, affordable homes and services. We own or manage over 19,500 properties and reinvest all income into improving homes, building new ones, and supporting communities. Our vision is to build places where people can live happily in homes they can afford, guided by value that shape everything we do.

Benefits

We believe that benefits should be more than just perks. For us, they aren’t simply little extras added on at the end, they’re fundamental parts of what we stand for, from the very beginning. As standard.

That’s why at bpha, we reward our employees by making sure we give them a supportive and caring environment, that empowers them to be happy, healthy and inspired, every day.

Our full benefits offering can be found here: https://www.bpha.org.uk/about-us/bpha-colleague-benefits/139/