Customer Experience Advisor

Bromsgrove District Housing Trust; Bromsgrove; On-site; GBP 28,000; Full time

Job summary

A community-focused housing organization in Bromsgrove is seeking a Customer Experience Advisor. You will be the first point of contact for customers, handling inquiries professionally across multiple channels. This role requires a calm and empathetic individual who can resolve queries effectively. Additionally, you will assist visitors and manage appointments, contributing to community services. A supportive environment awaits you with excellent benefits.

Benefits

Long Service Awards

Reimbursement for professional subscription fees

Corporate Sponsorship opportunities

Free parking

Refreshments

Wellbeing events

Qualifications

• Thrive in a fast-paced environment.
• Communicate clearly across multiple channels.
• Take ownership of issues to resolution.
• Work independently and in a team.
• Be comfortable with CRM and scheduling systems.
• Embody respect, honesty, and accountability.

Responsibilities

• Handle customer inquiries with care and professionalism.
• Greet and assist visitors at reception.
• Process repair requests and other service queries.
• Take responsibility for customer issues.
• Work closely with internal teams for seamless service.
• Manage appointments and record interactions.
• Contribute to community services.

Skills

Calm under pressure

Clear communication

Ownership of issues

Team player

Digital confidence

Alignment with organisational values

Job description

Overview

Are you passionate about delivering outstanding customer service? Do you thrive in a fast-paced, people-focused environment? We’re looking for a Customer Experience Advisor to be the welcoming face and helpful voice of our organisation. In this dynamic role, you’ll be the first point of contact for our customers—whether they reach out in person, by phone, email, text, online chat, social media, customer app or our online portal. Your mission: resolve queries efficiently, empathetically, and in line with our values.

Responsibilities

• Be the Voice of the Organisation: Handle customer enquiries across multiple platforms with care, professionalism, and empathy.
• Create a Welcoming Space: Greet and assist visitors at reception, ensuring a safe and informative environment.
• Problem-Solve with Purpose: Use scripts and training to diagnose and process repair requests, gas servicing queries, and more.
• Own the Outcome: Take responsibility for customer issues from start to finish.
• Collaborate for Success: Work closely with internal teams and external contractors to deliver seamless service.
• Stay Organised: Manage appointments, record interactions accurately, and ensure compliance with housing regulations.
• Support Community Services: Process garage lettings and terminations, and contribute to special projects that improve the customer experience.
• Deliver Personalised Service: Demonstrate energy, empathy, and professionalism in every interaction; listen, understand, and resolve concerns to build trust.

Qualifications & Skills

• Thrives in a fast-paced environment and stays calm under pressure.
• Communicates clearly and confidently across multiple channels.
• Takes ownership of issues and sees them through to resolution.
• Works well independently but also enjoys being part of a supportive team.
• Is digitally confident and comfortable using scheduling and CRM systems.
• Shares our values of respect, honesty, and accountability.

Salary & Benefits

• £27,974.96 per annum
• Long Service Awards (given at 1 year, 5 years and then in increments of 5 years).
• Reimbursement for professional subscription fees.
• Corporate Sponsorship opportunities.
• Reimbursement for HRT pre-paid certificates.
• Reimbursement for annual flu jab.
• Free parking and refreshments.
• Monthly staff compliments raffle.
• Wellbeing calendar of events throughout the year.

Notes

Join us and be part of a supportive, forward-thinking organisation that values your voice and your contribution. Apply now and help us build better communities—one customer at a time. Bdht reserves the right to close vacancies before the stated closing date where the volume of applications is extremely high. EEO statements where applicable will be observed.