Customer Experience Advisor

Prima Group; Liverpool; Hybrid; GBP 27,000; Full time

Job summary

A leading housing association in Liverpool is looking for a Customer Experience Advisor to enhance the customer journey by providing first-class housing advice and support. This role includes resolving queries via multiple channels and requires strong communication and problem-solving skills. Competitive salary and hybrid working arrangements are offered.

Benefits

Healthcare Cash Plan scheme

Pension scheme

24 days annual leave plus bank holidays

Birthday Annual Leave

Career Break

Free parking on site

Qualifications

• Demonstrates drive and resilience.
• Self‑starting and self‑motivated.
• Confident and performance focused.

Responsibilities

• Provide advice and support to customers on housing related matters.
• Resolve all customer enquiries received across multiple contact channels.
• Carry out general administrative duties including managing the waiting list.

Skills

Positive attitude to customers

Excellent communication and interpersonal skills

Analytical problem solving

Attention to detail

Customer Focus

Education

GCSE level or equivalent

Tools

Customer Relationship Management systems

Microsoft Office software

Job description

An exceptional opportunity has arisen to join one of North West’s leading housing associations. Prima Group is an ambitious, forward‑thinking and innovative place to work, We see our people being key to our success, and are Silver Award members of Investors in People.

As a Customer Experience Advisor you will be part of a strong, dedicated and focused customer service team. By being a customer advocate you will deliver first‑class housing advice, support and guidance to enhance our customer's journey. You will be the first point of contact covering a range of housing‑related services and supporting front‑line teams alongside our locality model – you will take ownership of customer queries to ensure they are resolved.

Location: Flexible hybrid working arrangements between home and Prima offices (Columbus Quay or Twickenham Drive)

Salary: £26,210 Per annum 35 Hours

Customer Experience Advisor Main Duties

• Provide advice and support to customers on housing related matters including repairs and maintenance, anti‑social behaviour, rent arrears, rehousing and tenancy sustainment
• Take a proactive approach to customer service, being responsible for each contact to ensure the best possible customer journey experience
• Resolve all customer enquiries received across a range of contact channels including telephony, digital and face‑to‑face
• Ensure all contacts with tenants are accurately recorded and updated on our systems to enable seamless customer service
• Act as a customer champion, delivering empathetic customer service, identifying those who may need additional support and referring on as appropriate

Locality Model

• Ensure we know our customers more, by updating customer details and data that we hold
• Work with colleagues and other teams to gather information to find solutions
• Support the income and housing team by dealing with related contacts/cases, and carry out additional outbound calls
• Effectively diagnose and log responsive repairs, deal with maintenance and compliance queries alongside the repairs and assets team
• Be part of housing and property related projects

Administration

• Carry out general administrative duties including managing the waiting list, repairs related tasks and surveying customers when required
• Contribute to the organisation's drive for continuous service improvement in Customer Services
• Collaborate with colleagues to effectively monitor risk and compliance within the team
• Proactively seek innovation and improvements for the team and services
• To undertake any other duties to achieve personal, team and organisational objectives.

Customer Experience Advisor Person Requirements

• Positive attitude to customers.
• Demonstrates drive and resilience.
• Self‑starting and self‑motivated.
• Does what it takes to get the right outcome.
• Confident
• Performance focused
• Supportive
• One team approach
• Organised
• Analytical problem solving
• Attention to detail
• Flexible
• Listens to understand
• Customer Focus
• Communicates well
• Rapport building with customers and colleagues

Skills & Competencies For The Role

• Educated to GCSE level or equivalent
• Evidence of continued professional development would be beneficial
• Strong customer service ethos with a proactive approach
• Excellent communication and interpersonal skills
• Ability to have honest conversations with customers.
• Able to manage multiple queries and prioritise effectively
• Experience working across teams to resolve enquiries.
• Experience of using ICT systems, Customer Relationship Management systems and Microsoft office software.
• Experience of working across multi‑communication channels (phone, face‑to‑face or digital contacts)

Customer Experience Advisor Benefits – why work for us?

• Healthcare Cash Plan scheme
• Salary sacrifice scheme for qualifying staff
• Pension scheme
• 24 days annual leave plus bank holidays and 4 Concessionary Days over the Christmas period off
• Birthday Annual Leave
• Career Break
• Volunteering Scheme
• Long Service Awards
• 35‑hour week Monday‑Friday
• Fully flexible working arrangements – hybrid working from the office and from home.
• Free parking on site at Prima’s two offices

Prima Group is an equal opportunities employer committed to creating an inclusive environment where diversity is valued, and everyone is treated with dignity and respect. We welcome applications from all qualified candidates, regardless of race, gender, disability, religion/belief, sexual orientation, or age

Prima Group has signed up to the Disability Confident Scheme and the Caring Business Charter. We guarantee to interview all disabled applicants and those care‑experienced young people, who meet the minimum criteria for the vacancy. Please specify if you wish to be considered under this scheme.