Customer Experience Advisor: First-Contact Housing Support

Scottish Federation of Housing Associations; Glasgow; On-site; Full time

Job description

Customer Experience Advisor ( 6 Month FTC )

Glasgow area

Maryhill Housing Association

As a Customer Advisor you will:

• Deliver a high-quality, responsive customer experience within a fast-paced, high-performing team environment
• Act as the first point of resolution for a wide range of enquiries, including income, tenancy management, repairs, lettings, anti-social behaviour (ASB), and factoring services
• Provide first-line support for factoring queries, resolving issues where possible and escalating more complex cases appropriately
• Take ownership of customer queries, resolving them at first contact wherever possible and ensuring timely follow-up where required
• Work collaboratively with internal teams and external partners to ensure a seamless and efficient customer journey
• Use the Customer Experience & Housing Management System to accurately record, manage and track all customer interactions and case activity
• Accurately maintain customer records, ensuring all data is complete, up to date, and compliant with organisational standards
• Proactively communicate with customers to provide updates, using outbound calls, emails, or social media where appropriate
• Schedule and manage appointments for services such as repairs and tenancy visits
• Process customer payments and set up payment arrangements, including direct debits
• Assess when escalation is necessary and refer cases appropriately, ensuring clear handovers and continuity of service
• Handle customer complaints professionally, aiming for early resolution and escalating in line with policy where required
• Work within defined customer experience performance standards, meeting targets relating to quality, resolution times, and customer satisfaction
• Support wider team functions, including administration related to void works, housing applications, and health & safety compliance
• Undertake reception duties on a rota basis
• Gather customer feedback, including satisfaction surveys, and contribute to service improvement insights
• Assist in the preparation of reports and performance data for management

Corporate Responsibility

• Work collaboratively with colleagues to deliver services aligned with organisational values
• Ensure compliance with all regulatory, statutory, and legal requirements
• Adhere to organisational policies including code of conduct, health & safety, equality and anti-fraud measures
• Communicate clearly and effectively with customers, ensuring services are accessible and easy to understand
• Maximise the use of ICT systems, including the Customer Experience & Housing Management system, to improve service delivery and operational efficiency
• Maintain accurate records and contribute to performance reporting, audit requirements, and continuous improvement activity
• Actively seek and use customer feedback to support service development and improvement

General

• Carry out all other reasonable duties as requested by Customer Experience Team Leader.

Closing date for applications

Full salary & employment details

35 hours per week

£31,792 to £35,332

EVH Grade 5 PA13 – PA16

Job Type

Full Time

Email address: [e-mail]