Customer Experience Advisor (Contact Centre)

Vivid Housing; Basingstoke; Hybrid; GBP 24,000 - 32,000; Full time

Benefits offered by this job

26 days holiday + BH pro rata

Annual discretionary bonus

Pension 6% match 7–10%

Life assurance 3x salary

Private medical insurance

Medicash health plan

Enhanced parental leave

Counselling & legal/financial info

Employee training & mentoring

Job summary

VIVID Housing is seeking Customer Experience Advisors to join our busy contact centre on a permanent basis. You will work a 37-hour week, with early shifts and a Friday finish, starting in our Basingstoke office and moving to hybrid work after training.

The role focuses on handling high volumes of inbound calls and queries across multiple channels, delivering friendly, efficient service. Ideal candidates will have excellent communication skills, resilience in a fast-paced environment, and a

Qualifications

• Experience delivering high-quality customer service in fast-paced environments.
• Strong verbal and written communication skills.

Responsibilities

• Handle a high volume of inbound calls and queries through digital channels.
• Provide friendly, efficient first-contact service aiming for right-first-time answers.
• Collaborate with colleagues across teams to resolve customer needs.

Skills

Excellent customer service

Strong communication (verbal)

Written communication

Problem solving

Time management

Computer literate

Tools

CRM software

Job description

We’re VIVID! –We offer a vibrant, friendly, inclusive culture that supports, develops and attracts the best people!

Our Customer Experience team is vibrant, hardworking, and committed to providing excellent customer experiences. We have exciting opportunities for Customer Experience Advisors to join our fast-paced contact centre on a permanent basis.

Working a flexible 37 hour week, rota'd in advance, between 8:30 and 5pm Mon to Thurs (4:30pm on a Friday) with either 30 mins or 1 hour for lunch. Rotas will be provided 4 weeks in advance to help you plan your schedule.

The planned start date for this role is Monday 4 January 2027.

The first 6 months will be based in the office, at our contact centre in our Basingstoke office. Once we’ve trained you up in a specialist area, with a strong foundation knowledge of various aspects of housing management and repairs, we can then offer you hybrid working.

Here’s the facts about the role:

As a customer experience advisor in our contact centre, you’ll be the first point of contact for our customers, handling a high volume of inbound phone calls and answering customer queries through other digital channels.

You’ll provide a friendly, efficient and helpful first-class customer service to our customers, aiming to provide a ‘right first time’ service, working closely with your colleagues and other teams across the business to handle enquiries at first point of contact where possible. You’ll spend the majority of your time on the phone, so excellent communication skills are key!

What we’re looking for:

• You’ll have excellent customer service skills and be able to provide a friendly, efficient and helpful first-class service to our customers
• You’ll have experience of delivering a high standard of customer service in a high-pressure environment, preferably within a contact centre
• No two contacts are the same and they can be complex, so you’ll need to be good at problem solving, adaptable and resilient
• You’ll have great verbal and written communication skills and also be computer literate
• You’ll have a genuine passion for helping people, with the ability to deal with and diffuse difficult situations whilst always remaining empathetic, professional and resilient
• We’re a fast-paced contact centre so you’ll need to have excellent time management and enjoy being busy

What great benefits can we offer you?

• 26 days holiday (plus bank holidays) pro rata with the opportunity to buy or sell annual leave
• Annual discretionary company performance-related bonus, rewarding our collective success
• A generous contributory pension of 6%. We’ll match employee contributions between 7% and 10%
• Life assurance paid at x 3 annual salary
• Private medical insurance
• Health care cash plan called Medicash
• Enhanced pay for maternity, paternity, adoption and shared parental leave
• Access to counselling, legal and financial information
• Electric car scheme
• Huge variety of in-house & e-learning courses and a range of coaching and mentoring programmes

We’re holding an in-person Hiring Event on the evening of Wednesday 18 November!

The hiring event will include an introduction to VIVID and our Customer Experience department, some interview tasks and the chance to chat to some of our team and ask questions. If your application is successful, we’ll be in touch with more info about our hiring evening.

We kindly ask that you do not use AI to write your application. This is your opportunity to show us who you are and why you’re suitable for the role based on your skills, knowledge, and experience. We value authenticity, individuality, and a genuine personal touch in your responses.

This vacancy may close earlier than advertised if we receive a high volume of applications.