Customer Relationship Advisor

Gloucester City Homes; Gloucester; On-site; GBP 28,000; Full time

Job summary

A community-focused housing provider in Gloucester is seeking a Customer Relationship Advisor to enhance customer experience and resolve enquiries. The role requires strong communication skills and experience in customer service, preferably in Social Housing. Responsibilities include handling calls and providing advice on various customer inquiries. The position offers a permanent, full-time contract, office-based work, and competitive salary of £27,867.

Qualifications

• Experience in a customer-facing contact centre environment, ideally in Social Housing.
• Ability to diagnose issues and facilitate solutions.
• Strong understanding of housing and property management.

Responsibilities

• Handle customer issues at the first point of contact.
• Resolve enquiries related to lettings, tenancy, and anti-social behaviour.
• Provide advice and signposting to information.

Skills

Customer service experience

Problem solving

Communication skills

Computer literacy

Education

Level 3 diploma in Housing Management

Tools

Microsoft Office

CRM systems

Call handling software

Job description

Customer Relationship Advisor (customer experience team)

Permanent, Full Time (37.5 hours per week) Office based

Gloucester - GL1 1DG

Salary £27,867

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.

Your Responsibilities and Experience

• 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.