Customer Relationship Advisor

Blue Octopus Recruitment Ltd; Gloucester; On-site; GBP 40,000 - 60,000; Full time

Job summary

A housing provider in Gloucestershire is seeking a Customer Relationship Advisor. This permanent, full-time role involves taking ownership of customer issues and providing resolutions via various channels. Applicants should have experience in customer service, problem-solving, and a good understanding of housing management. A level 3 diploma in Housing Management is advantageous but not required.

Qualifications

• Experience in a customer-facing contact centre environment, ideally within social housing.
• Ability to diagnose issues and facilitate solutions.
• Understanding of housing and property management, especially relating to tenancy.

Responsibilities

• Take ownership of customer issues at first contact.
• Provide great customer experience focused on listening.
• Resolve common customer enquiries regarding tenancy and repairs.

Skills

Customer service experience

Problem solving

Complaints resolution

Decision making

Computer literacy

Education

Level 3 diploma in Housing Management

Tools

Microsoft Office

CRM systems

Call handling software

Job description

Permanent, Full Time (37.5 hours per week)

At GCH, we're more than just a housing provider — we're a people-first organisation committed to making a real difference in our community. We value collaboration, inclusivity, and innovation and you'll be empowered to grow, contribute meaningfully, and help shape a better future for residents across Gloucestershire.

We are now seeking a Customer Relationship Advisor to take ownership of customer issues at the first point of contact, be it via telephone, social media, email or the GCH website.

You’ll provide a great customer experience to all customers, that is focused on listening and exercising autonomy to find suitable solutions. You’ll resolve, wherever possible, customer enquiries relating to all common aspects of the customer lifecycle (lettings, tenancy enquiries, rents, and low level anti-social behaviour) and provide advice and signposting to information as appropriate.

This role is based at our Head Office in Gloucester. The working hours are generally 08:30 – 17:00, however flexibility between 08:00 – 17:30 is essential.

We’d like you to…

• Have experience of working in a customer facing contact centre environment, ideally within the Social Housing sector.
• Have experience of diagnosing issues and facilitating solutions.
• Have experience of problem solving and complaints resolution together with making informed decisions when dealing with complex or challenging cases.
• Have good understanding of housing and property management, especially relating to tenancy, repairs, and Neighbourhood management.
• Be computer literate, comfortable using Microsoft Office packages, housing, and CRM systems as well as call handling software.

A relevant technical housing qualification, such as a level 3 diploma in Housing Management is advantageous but not essential.

Closing Date: 28th November 2025.

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