Customer Hub Advisor

Lifestone Homes Ltd; Letchworth; Hybrid; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Annual leave 25 days

Pension up to 10%

Bonus scheme

Health plan

Life assurance

EAP

Flexible/hybrid working

Job summary

Lifestone Homes is hiring a Customer Hub Advisor in Letchworth Garden City. The role is hybrid (2 days in the office, 3 days remote) and full-time (37 hours per week) on a 12-month fixed-term contract. You will be the first point of contact for residents, handling a wide range of enquiries with care and professionalism.

You will support repairs, tenancy changes, payments and safeguarding concerns, working with colleagues to deliver a trusted service and positive customer experiences.

Qualifications

• Experience delivering excellent customer service.
• Clear and confident communication skills.
• Ability to complete admin tasks accurately and consistently.
• A calm, supportive approach, even when conversations are challenging.
• Confidence to ask questions, listen actively and find the right solution.
• Ability to manage your workload during busy periods.
• Willingness to take part in a practical recruitment event.

Responsibilities

• Responding to customers by phone, email and live chat.
• Supporting tenancy changes such as successions and assignments.
• Booking repairs and working with Property Services.
• Managing mutual exchange requests.
• Processing garage lettings and terminations.
• Raising purchase orders and invoices.
• Recording accurate information on our systems.
• Handling complaints fairly and professionally.
• Taking payments safely and correctly.
• Spotting safeguarding concerns and escalating them.

Skills

Customer service

Clear communication

Admin accuracy

Calm demeanor

Questioning

Workload management

Recruitment event

Tools

CRM systems

Job description

Salary: £30,786 plus excellent benefits

Location: Letchworth Garden City

Hybrid: 2 days per week in the office, 3 days per week from home.

Contract: 12m Fixed-Term Contract

Hours: Full‑time (37 hours)

Are you looking to join a growing, values-led organisation with a clear social purpose?

At SettleParadigm, we’re proud to be the largest housing group in the region, managing over 30,000 homes across Buckinghamshire, Bedfordshire, and Hertfordshire.

Everything we do is about delivering excellent services, high quality homes, neighbourhoods we can be proud of and maximising number of new affordable homes we build. Through our merger we’ve brought together shared values, skills and ambition, so we can build more affordable homes and make an even bigger difference in the communities we serve

If you're ready to grow your career in a supportive, inclusive environment while helping to shape stronger communities, we’d love to welcome you on our journey. Together, we’re building a better future.

We’re excited to be recruiting Customer Hub Advisors to join our friendly, supportive team. These roles are open to both internal and external applicants.

At Lifestone Homes, our Customer Hub is the first point of contact for residents. We are a close and collaborative team who work together to provide a great customer experience. Every conversation matters, whether it’s about repairs, payments, tenancy changes or simply helping someone find the right information. If you enjoy helping people and want to make a real difference every day, this could be a great opportunity.

About The Role

As a Customer Hub Advisor, you’ll be the first person our customers speak to. You’ll listen carefully, understand what they need and work with colleagues across the organisation to get things sorted.

You’ll handle a wide range of enquiries, from repairs and tenancy changes to payments, complaints and safeguarding concerns. Some calls will be simple, others more challenging, but you’ll approach each one with patience, empathy and professionalism.

This is a role where you’ll learn a lot, build strong relationships and play a key part in helping us deliver a service residents can trust.

Key Responsibilities / Typical Day In The Hub

• Responding to customers by phone, email and live chat
• Supporting tenancy changes such as successions and assignments
• Booking repairs and working with Property Services
• Managing mutual exchange requests
• Processing garage lettings and terminations
• Raising purchase orders and invoices
• Recording accurate information on our systems
• Handling complaints fairly and professionally
• Taking payments safely and correctly
• Spotting safeguarding concerns and escalating them

What we’re looking for

Must haves

• Experience delivering excellent customer service
• Clear and confident communication skills
• Ability to complete admin tasks accurately and consistently
• A calm, supportive approach, even when conversations are challenging
• Confidence to ask questions, listen actively and find the right solution
• Ability to manage your workload during busy periods
• Willingness to take part in a practical recruitment event

Nice to haves

• Experience in a front‑line customer service or contact centre environment
• Understanding of social housing
• Interest in working towards a CIH qualification
• Confidence using multiple systems or learning new digital tools

Benefits at Lifestone Homes:

• 25 days annual leave, increasing with service to a maximum of 30 days
• 30 days annual leave from day one for Head of Service, Assistant Director and Director roles
• Christmas closure in addition to your annual leave entitlement
• Option to buy up to 5 additional days of annual leave each year
• Generous pension scheme with up to 10% employer contributions
• Annual performance bonus scheme, recognising individual contributions and achievements
• Enhanced family-friendly leave, including maternity and paternity benefits
• Health Cash Plan with support for everyday healthcare costs, virtual health services, gym discounts and free cover for up to four dependent children
• Life assurance worth three times your annual salary
• Employee Assistance Programme (EAP) providing 24/7 confidential support for your mental, physical and financial wellbeing
• Flexible and hybrid working, helping you balance work and personal commitments
• £200 annual flexible benefits allowance to spend through our benefits platform
• Generous sick pay and income protection cover
• Essential car user allowance and business mileage payments for eligible roles

And that's just the beginning!

• Salary sacrifice car leasing scheme with electric and hybrid vehicle options
• Funded training, professional qualifications and apprenticeships
• Two paid Giving Back Days each year to support local communities and charitable causes
• Up to 5 days paid carers leave
• Up to 5 days paid emergency childcare leave
• Paid professional membership or subscription (one per year)
• Peer recognition and reward programme
• Sabbatical opportunities for eligible colleagues
• Mental Health First Aiders across the organisation
• Modern office facilities, including free parking and EV charging where available

Working Hours

• 37 hours per week

Our Commitment

We are committed to creating an inclusive workforce, by reflecting and representing the diversity of the communities we serve. We would like to encourage applications from disadvantaged socio-economic backgrounds; people who identify as disabled, neurodiverse, members of the LGBTQ+ community and people from underrepresented groups.

Accessibility and Adjustments

We are committed to providing reasonable adjustments throughout our recruitment process and we’ll always endeavour to be as accommodating as possible. Please let us know in advance of any suitable arrangements required.

Due to the nature of some of our roles involving work with vulnerable members of society, this post may be subject to a basic or enhanced Criminal Disclosure, which will be carried out when a conditional offer is made.

Please ensure you fully answer the questions on the application form.

Closing Date: 28.10.2026

We reserve the right to close this vacancy earlier than the closing date should we find a suitable candidate.