Customer Service Advisor

Incommunities; Baildon; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A regional housing provider in Baildon is seeking a passionate Customer Service Advisor to join their growing contact centre. This hybrid role involves answering queries about rent payments, repairs, and more. Ideal candidates will have a strong background in customer service, excellent communication skills, and the ability to resolve issues efficiently. Competitive salary starting at £26,691 annually, with benefits including pension contributions, annual leave, and wellbeing support. Join a diverse team dedicated to improving lives through quality service.

Benefits

28 days annual leave

Training and development opportunities

Employee Assistance Programme

Gym membership discounts

Cycle to work scheme

Corporate health scheme membership

Qualifications

• Experience working in contact centre environments.
• Ability to handle customer queries across various channels.
• Self-starter with a strong customer focus.

Responsibilities

• Provide first point of contact for customer queries.
• Resolve customer issues on the first call.
• Assist with rent payments, repairs, and complaints.

Skills

Excellent communication skills

Customer service experience

Organizational skills

Ability to work under pressure

Team player

Tools

Microsoft Office (Excel, Word, PowerPoint)

Job description

Our contact centre is growing and we are currently recruiting 2 new Customer Service Advisors to join our team! We are looking for individuals who are passionate about delivering excellent customer service and always putting our customers first. This is an integral role within the business as you will be the first point of contact for our customers and it's important to us that they receive a first class service and their needs are met. This role provides great career opportunities and access to our bespoke training programme to ensure you are fully equipped to answer all of our customers queries.

The role is hybrid - 2 days in the office, 37 hours per week, Monday to Friday - Please note, whilst in training you will be required in the office full time.

The contact centre is open between 08:00 - 18:00, you will work on a shift basis each week, which will be given to you 4 weeks in advance.

About us

We are a social housing landlord and one of the largest housing providers in the region with over 22,000 social and affordable homes, mainly in the Bradford district. We employ a talented workforce of nearly 1,000 people.

Last year we launched our five-year Corporate Strategy, which runs to 2029. Our purpose is to provide high quality homes, services, and support to our customers, so we’ve worked with colleagues and customers to find out what’s important to them. Our customers sit at the heart of what we do, and our colleagues are the people who’ll help us achieve our vision, which is to create the best customer experience to improve everyday lives.

Duties include

As the first point of contact to our customers, you will be responsible for providing a range of advice and services with the goal of resolving queries on the first call and reducing the need for customers to call back, speak to another person or be passed to a different department.

The queries you'll be assisting with include:

• Rent payments and rent accounts queries
• Repairs and planned maintenance related queries
• Antisocial behaviour
• Allocations and void management
• Housing applications and queries
• Customer complaints, MP, and Councillor enquiries

We are looking for an experienced customer service advisor with a passion for providing excellent customer service. Someone who puts the customer at the centre of everything they do. Your experience can be from any sector background, but you must demonstrate the ability and have experience working in contact centre environments and able to deal with customer queries across different channels, calls, emails, LiveChat and social media.

As well as this, we're looking for:

• A self-starter and team player
• A strong team player, adaptable to change as the role and business develops to continually meet the needs of our customers
• Confidence dealing with customer enquiries, compliments, and complaints
• Someone who can maintain a professional manner and build rapport quickly
• Excellent communication and interpersonal skills
• Assertive, confident, and resilient in dealing with varying customer demands in a calm professional manner
• Ability to work to strict deadlines and timekeeping
• Excellent organisational skills
• Good knowledge of office IT systems, e.g. Excel, Word, and PowerPoint
• Right to work in the UK, Visa sponsorship is not available
• 3 years worth of references

A basic DBS (Disclosure and Barring Service) check will be required for the successful candidate as part of the pre-employment process - Criminal Conviction Checks

• Starting salary of £26,691 per year
• Social Housing Pension Scheme with up-to 10% employer contribution
• 28 days annual leave that increases with service plus bank holidays
• Option to buy and sell annual leave
• Training, development, and qualification opportunities
• Our Hub: our wellbeing and benefits site, with exclusive access to discounts and savings (at over 800 retailers)
• Corporate health scheme membership
• Access to an Employee Assistance Programme
• Cycle to work scheme
• Local gym membership discounts.
• A team of trained Mental Health First Aiders who are available for colleagues to contact for support

Join Our Team!

We’re looking for great people to join us! AtIncommunities, we’re committed to creating a workplace where everyone feels valued, included, and supported. We actively welcome applicants from all backgrounds, abilities, and experiences—because we know thatdiverse perspectives make us stronger.

Based inBradford, a city known for its rich cultural diversity, we servevibrant communities. As a social housing provider, we’re passionate about making a real difference by providingsafe, affordable homesandimproving lives.

Our recruitment process is designed tosupport you every step of the way. If you need any adjustments or assistance, just let us know.

We’re proud to be aMindful Employer, committed to mental health and wellbeing. We also hold the ‘Committed’ Menopause Friendly Accreditation, recognising the importance of support in the workplace.

💡Apply early!We review applications as they come in and may close the advert before the deadline.

Ready to make an impact?Come work with us!