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Customer Experience Advisor

BDHT / Bromsgrove District Housing Trust

Bromsgrove

On-site

GBP 60,000 - 80,000

Full time

Today

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Job summary

A community-focused organization in Bromsgrove is looking for a Customer Experience Adviser. You will serve as the first point of contact for customers across various channels, ensuring their inquiries are resolved efficiently and empathetically. Ideal candidates are passionate about providing outstanding customer service, thrive in fast-paced environments, and possess strong communication skills. This full-time role offers numerous benefits including 32 days annual leave, vehicle leasing options, and a supportive work culture.

Benefits

32 days annual leave plus bank holidays

Holiday purchase & buy‑back schemes

Team outings

Electric vehicle leasing

Pension scheme

Life insurance

Employee Assistance Programme

Healthcare cashback plan

Retail discounts

Long Service Awards

Reimbursement for professional subscription fees

Free parking

Monthly staff compliments raffle

Well‑being calendar events

Qualifications

Brings energy, empathy and professionalism to every interaction.
Thrives in a fast‑paced environment and stays calm under pressure.
Communicates clearly and confidently across multiple channels.

Responsibilities

Handle customer enquiries across multiple platforms with care and professionalism.
Greet and assist visitors at reception, ensuring a safe and informative environment.
Take responsibility for customer issues from start to finish.

Skills

Empathy

Professionalism

Communication

Problem-Solving

Digital Confidence

Tools

CRM Systems

Closing Date: Friday 23rd January 2026 @ 9am

Interview Date: 28th & 29th January 2026 in person

About the Role

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 Adviser 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 portal, or our online portal. Your mission: resolve queries efficiently, empathetically, and in line with our values.

What you’ll be doing

Handle customer enquiries across multiple platforms with care, professionalism and empathy.
Greet and assist visitors at reception, ensuring a safe and informative environment.
Use scripts and training to diagnose and process repair requests, gas servicing queries and more.
Take responsibility for customer issues from start to finish.
Work closely with internal teams and external contractors to deliver seamless service.
Manage appointments, record interactions accurately and ensure compliance with housing regulations.
Process garage lettings and terminations and contribute to special projects that improve the customer experience.

About you

You’re someone who genuinely cares about people and takes pride in delivering a great experience every time. You don’t just answer questions—you solve problems, build trust and make customers feel heard and valued.

We’re looking for someone who:

Brings energy, empathy and professionalism to every interaction.
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 loves being part of a supportive team.
Is digitally confident and comfortable using scheduling and CRM systems.
Shares our values of respect, honesty and accountability.

What We Offer

We believe in rewarding our team with more than just a flexible work environment.

32 days annual leave plus bank holidays.
Holiday purchase & buy‑back schemes.
Team outings with an annual team budget.
Electric vehicle leasing through Octopus Energy.
Pension scheme with SHPS.
Life insurance for pension members.
Employee Assistance Programme.
Mental Health First Aiders.
Healthcare cashback plan via Healthshield.
Retail discounts.
Long Service Awards (at 1 year, 5 years, and then every 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.
Well‑being calendar of events throughout the year.

Join us and be part of a supportive forward‑thinking organisation that values your voice and your contribution.

The Company

BDHT employs 170 people and is dedicated to providing excellent services to our customers by having excellent staff. We are a learning organisation with a major commitment to identifying transferable skills within our employees and creating opportunities for individuals to grow.

BDHT is a people‑based organisation and our people are actively encouraged to bring their whole selves to work. The things that are important to you become important to us too.

We believe in our people and actively support them based on three core themes: look after yourself, look after your colleagues, and look after the business.

We are a great employer who pays fairly and has excellent terms and conditions. Above all, we recognise that good performance is linked to happy staff, so we actively encourage fun and expect it to be part of the normal working day.

Our Values