Customer Service Advisor

Touchstone; Bath; On-site; GBP 23,000 - 27,000; Full time

Benefits offered by this job

Competitive salary

Training and development

Discounts and offers

Job summary

Touchstone is seeking a Customer Service Advisor to support customers and stakeholders across multiple channels. You will own enquiries, coordinate with contractors, and ensure timely resolutions while maintaining accurate records.

Diverse workload includes accounts, repairs, payments, insurance, and documentation. You will help enhance the customer journey and meet KPIs through collaboration and feedback.

Qualifications

• Experience delivering Customer service to internal or external customers.
• Experience managing customer enquiries or cases to resolution.
• Experience organising and prioritising a varied workload to tight deadlines.
• Experience maintaining accurate records and processing information.

Responsibilities

• Support customers across phone, email, webchat, WhatsApp and written correspondence, taking ownership of enquiries and resolving at first contact where possible.
• Manage a varied workload across accounts, repairs, payments, insurance, documentation and property-related enquiries.
• Coordinate with contractors and internal teams, keep accurate records and progress cases from initial contact to resolution.
• Help improve the customer experience by sharing feedback and working with colleagues to hit service levels and KPIs.

Skills

Customer service

Case handling

Record keeping

Problem solving

Prioritising workload

Tools

Microsoft Word

Outlook

Excel

Job description

As the UK's leading Social Enterprise, we move lives forward every day by building, managing and supporting thriving Communities.

From new homes, social housing and student accommodation to leisure, education and Community initiatives, our work makes a positive difference to millions of People across the UK.

And that takes People who care about doing the right thing. People who are ambitious, ready to grow and motivated to make a difference through the work they do.

We're looking for Colleagues who bring energy, curiosity and ownership. People who enjoy being challenged, support those around them and want to keep raising the bar. Because when we perform at our best, we create more opportunities to invest in our Customers, our Communities and each other.

Experience matters, but it's only part of the story. If you share our values and want to build a career where your work has real impact, we'd love to hear from you.

For over 30 years, Touchstone has helped People and places thrive through expert property management. As part of Places for People, we combine experience, ambition and a People-first approach to create better experiences for our Customers and the homes we manage.

More about your role

We currently have 8 roles available

As a Customer Service Advisor, you'll support Customers and stakeholders across phone, email, webchat, WhatsApp and written correspondence, taking ownership of enquiries and aiming to resolve them at the first point of contact wherever possible.

You'll manage a varied workload covering areas such as accounts, repairs, payments, insurance, documentation and property-related enquiries. You'll coordinate with contractors and other teams, keep accurate records and make sure cases progress smoothly from initial contact through to resolution.

You'll also help us improve the Customer experience by sharing feedback, identifying opportunities to make journeys better and working collaboratively with colleagues to achieve service levels and KPIs.

Essential criteria

To be considered for this role, your CV should demonstrate:

• Experience delivering Customer service to internal or external Customers.
• Experience managing Customer enquiries or cases through to resolution.
• Experience organising and prioritising a varied workload while working to deadlines.
• Experience maintaining accurate records, processing information or completing administrative tasks.
• Experience using problem-solving skills to understand Customer needs and identify appropriate solutions.

More about you

You’ll be someone who enjoys helping people and takes ownership of getting things sorted. You’ll listen carefully, understand individual Customer needs and be comfortable solving problems while balancing different priorities. Attention to detail, accuracy and organisation will be important, particularly when you’re managing documentation and Customer records.

Previous experience in Customer service, Customer operations, property management or a regulated environment would be useful. Experience using Microsoft Word, Outlook and basic Excel, handling complex Customer cases, or an understanding of household repairs or property processes would also be an advantage.

Basic DBS check.

What you’ll get

We know rewarding work deserves rewarding benefits. That’s why, alongside a competitive salary, you’ll have access to a package designed to support you at work and beyond.

You’ll receive:

• Competitive salary, with a salary review yearly
• Training and development
• Extra perks including huge discounts and offers from shops, cinemas and much more

What’s next?

As part of ourcommitment to diversity and inclusion, we offer a guaranteed interview to candidates who are disabled, neurodiverse, or have served in the Armed Forces, provided they meet the essential criteria for the role. If you would like to be considered under this scheme, please indicate this in your application. We are dedicated to creating a supportive and accessible recruitment process for all.

We are committed to creating an inclusive and accessible recruitment process. If you require any reasonable adjustments to support your application or interview experience, please let us know. We're happy to work with you to ensure you have the opportunity to perform at your best.

If you are a Places for People customer and you're looking for support with your application, please contact our skills and employment team on [e-mail].

We understand the importance of a supportive and inclusive work culture so please talk to us at interview about flexibility you may need. We can't promise to give you exactly what you want, but we promise not to judge you for asking. For this role we are open to discussing the possibility of reduced hours, flexible start and finish times or compressed hours.

Safeguarding

At Places for People, safeguarding is everyone’s responsibility. We are committed to creating safe communities for our customers and colleagues by protecting children, young people, and adults at risk from harm, abuse, and neglect.

We follow robust safeguarding policies and procedures, ensuring all employees, volunteers, and contractors uphold the highest standards of safeguarding and accountability. Our recruitment process includes pre-employment checks, including Disclosure and Barring Service (DBS) checks where applicable, to promote a safe and secure working environment.

By joining Places for People, you are expected to contribute to our safeguarding culture, following our policies and reporting concerns to protect those in our communities.