Customer Experience Advisor

Blue Octopus Recruitment Limited; West of England; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading housing association in the UK is seeking a Customer Experience Advisor. This role involves handling complex enquiries and delivering exceptional service across various sectors like repairs and tenancy management. The ideal candidate thrives under pressure and has strong customer service experience. The position offers a hybrid working model and competitive benefits including a salary, healthcare plan, and development opportunities.

Benefits

Competitive salary

Hybrid working

Career development opportunities

Healthcare cash plan

Access to discounts

Qualifications

• Previous customer service experience.
• Experience in a customer service contact centre using telephone, email, social media or live chat.
• Thriving under pressure while delivering consistent, high levels of customer service.
• Empathetic, resilient, with exceptional communication skills.
• Highly organized with the ability to prioritize workload and meet targets.
• Strong computer skills and comfortable working within multi-system environments.

Responsibilities

• Handle complex enquiries across repairs, income, tenancy management and lettings.
• Deliver exceptional customer service with a focus on first-time resolution.
• Support general needs, supported housing, home ownership and retirement living.
• Work a flexible shift schedule covering Monday to Friday and Saturday.

Skills

Customer service experience

Communication skills

Ability to prioritize workload

Strong computer skills

Resilience under pressure

Job description

Overview

Hybrid working – a mixture of working from home and either our Bournemouth or Bristol Hub based on your location.

Contract Types

• Permanent, Full Time (37.5 hours per week)
• 6‑Month Fixed Term Contract, Full Time (37.5 hours per week)

About Stonewater

Stonewater is one of the Top 25 Housing Associations in the UK and one of the Top 100 Large Organisations in the South East and the Midlands. We manage about 40,000 homes in England for over 93,000 customers, including general rent, shared ownership and new builds. We also offer specialist services such as retirement and supported living schemes, domestic abuse refuges, a dedicated LGBTQ+ safe space, and young people’s foyers.

Position: Customer Experience Advisor

You’ll take ownership of a range of complex enquiries, delivering exceptional customer service and a first‑time resolution across repairs, income, tenancy management and lettings. You will support general needs, supported housing, home ownership and retirement living.

The role includes shift work covering opening hours of 8am – 8pm Monday to Friday and 9am – 1pm on Saturday. We are proud of our approach to hybrid working, recognising the flexibility of working both from home and our hubs.

Responsibilities

• Handle complex enquiries across repairs, income, tenancy management and lettings.
• Deliver exceptional customer service with a focus on first‑time resolution.
• Support general needs, supported housing, home ownership and retirement living.
• Work a flexible shift schedule covering Monday to Friday and Saturday.

Qualifications

• Previous customer service experience.
• Experience in a customer service contact centre using telephone, email, social media or live chat.
• Thriving under pressure while delivering consistent, high levels of customer service.
• Empathetic, resilient, with exceptional communication skills.
• Highly organised with the ability to prioritise workload and meet targets.
• Strong computer skills and comfortable working within multi‑system environments.

Benefits

We offer a competitive salary, hybrid working, onboard support, career development and progression opportunities, up to £10k interest‑free loan for home work spaces, a specialist shared‑ownership product, a retirement savings plan – up to 7% matched contribution rate, Life assurance – 3.5x contractual pay, 24/7 access to a confidential counselling helpline, Healthcare cash plan, accrued holiday and access to deals and discounts on shopping, travel, optical and more.

Interview Process

1st stage: Telephone interview
2nd stage: Values & competency‑based interview via MS Teams

Appointment to this role will be subject to satisfactory references and possession of a valid right to work document.

Stonewater reserves the right to bring the closing date forward should enough quality applications be received prior to the current closing date.