Customer Response Advisor

Southern Housing; Sittingbourne; Hybrid; GBP 24,000 - 28,000; Full time

Job summary

Southern Housing is seeking a Customer Response Adviser to join the Customer Transactions team. This role acts as the first point of contact for customers, delivering empathetic, solution-focused Omnichannel service from a hybrid Sittingbourne office with travel to development schemes.

You will handle a wide range of queries, record communications in in-house systems, and work to provide quick, accurate responses while maintaining high standards of customer care.

Qualifications

• Excellent communication skills, both written and spoken.
• Customer-focused with ability to stay calm under pressure.
• Proficient in navigating multiple systems and applications.

Responsibilities

• Serve as the first point of contact for customers and colleagues.
• Handle a wide range of queries and respond with appropriate solutions.
• Provide efficient, professional, friendly and responsive omnichannel service.
• Record and update all customer contacts using in-house systems.
• Work on a hybrid basis from Sittingbourne with travel to development schemes.

Skills

Excellent communication

Customer-focused

Calm under pressure

Resilience

Systems navigation

Customer service excellence

Job description

About The Role

Southern Housing is seeking a talented candidate to join us as a Customer Response Adviser in our Customer Transactions department.

This is an exciting opportunity for someone with a background in Customer Relations or someone from an operations team, who would like an opportunity to be a part of a high performing team and act as the first point of contact for customers and colleagues with the aim of providing efficient, professional, friendly and responsive Omnichannel service.

Working for the Customer Transactions team, you will report to the Customer Response Manager and handle a wide range of queries and respond to customers’ needs by finding appropriate solutions and providing excellent customer service.

As a Customer Response Adviser, you will provide a caring, empathetic, friendly, and solution-focused service to all customers and colleagues, recognising diversity and individual needs and preferences. You will quickly and accurately record and update all customer contacts and requests for services, using all relevant in-house systems.

This is a hybrid position working out of our office in Sittingbourne and will also involve travel to our development schemes.

By being committed to equality, diversity, and inclusion, you will be a trusted and respected colleague.

What we are seeking in a candidate:

• Excellent communications skills, including actively listening, absorbing information, conveying information in plain English, both oral & written.
• Customer-focused
• Can remain calm under pressure.
• Personal resilience and able to deal positively with challenging customers.
• Able to work quickly and efficiently navigate and manage a range of systems and applications.
• Committed to providing an excellent customer service.

Closing Date: Sunday 8th November 2026

Interview Dates: w/c 16th November 2026

About Us

At Southern Housing, our residents are at the heart of everything we do. As one of the largest housing providers in the UK with over 77,000 homes across London, the Southeast, the Isle of Wight, and the Midlands, we give over 167,000 people somewhere affordable to call their own! We also understand the difference that safe, secure, and affordable homes can make to people’s lives.

A career at Southern Housing will allow you to make a difference every day you come to work. Working in the housing sector with us will bring fresh challenges and give you the opportunity to grow and develop, too.