Customer Service Advisor

NIFHA - Northern Ireland Federation of Housing Associations; Belfast; On-site; GBP 24,000 - 26,000; Full time

Job summary

Join a leading company as a Customer Service Advisor, where you will handle customer queries and ensure a positive experience. With both full-time and part-time opportunities, the role requires strong communication skills and the ability to build relationships across various departments. Enjoy competitive salary, flexibility in shifts, and comprehensive training in a supportive environment.

Benefits

Contributory pension scheme

Health cash plan

Free employee health checks

Cycle to Work scheme

Qualifications

• Minimum six months’ customer service experience communicating via phone.
• Evidence of ability to handle sensitive and confidential information.
• Fluency in spoken and written English.

Responsibilities

• Liaise with colleagues and partners to handle queries and resolve issues.
• Provide support across a range of enquiries from rents to repairs.
• Handle difficult conversations while remaining courteous and professional.

Skills

Excellent questioning skills

Listening skills

Attention to detail

IT literacy

Customer service experience

Education

GCSEs or equivalent qualifications in English and Maths

Tools

Microsoft Office

Job description

Do you have excellent customer service skills and a passion for helping people? Come join our team of Customer Service Specialists!

We are expanding our team of Customer Service Advisors, with both full-time and part-time opportunities available.

If you feel you’ve got what it takes to provide a high standard of customer care, then we’d love for you to join us.

What is the role like?

As a Customer Service Advisor, you will liaise with both internal colleagues and external partners to handle customer queries, resolve issues and provide a positive customer experience.

Working as part of a team, you will offer support and advice across a range of enquiries from rents and neighbourhoods to housing and repairs.

Our dedicated team of Customer Service Advisors also require the ability to handle difficult conversations, while remaining courteous, professional and responsive during all customer interactions.

About Radius Housing

Radius Housing provide care and support to over 33,000 homes across Northern Ireland. An integral part of that support is provided through our Customer Service Centre, located at our purpose-built centre in Holywood.

Our specialist Customer Service Centre team field over 6,000 calls per month, primarily booking repairs by phone and online, across routine and emergency situations.

To support the growth of the business, we are looking for Customer Service Advisors to provide the high level of service that our customers expect.

What do you need to apply?

The role of Customer Service Advisor requires excellent questioning and listening skills to identify customer needs and offer appropriate solutions.

The role also involves building and maintaining positive working relationships with other departments, contractors and partner agencies, while ensuring that the customer is at the centre of the service.

On the application form, candidates are asked to detail how they meet the below criteria:

• A good general level of education to include GCSEs or equivalent qualifications in both English and Maths OR
  
  

A minimum of six months’ customer service experience, communicating with customers via phone

• Evidence of ability to handle sensitive and confidential information in a workplace environment
• Evidence of ability to demonstrate accuracy and attention to detail in work responsibilities
• Excellent level of IT literacy, with a working knowledge of Microsoft Office packages, to include Excel, Word and Outlook
• Fluent in both spoken and written English language
  
  

Hours: We have both full and part-time opportunities available. You will have the flexibility to choose your shifts. For example, you might choose to work a split shift, just evenings or weekdays only – choose what works best for your lifestyle.

Our Customer Service Centre operates from 8am to 8pm Monday to Friday, and from 8am to 2pm on Saturdays.

Salary: £24,790 (SP5) to £25,992 (SP8) per annum pro-rata based on a 37-hour week.

The starting salary for the post is £24,790 per annum pro rata.

In addition to a good salary with development potential, we will provide you with full system, repairs and housing training, accompanied by a comprehensive knowledge base to assist you every step of the way.

We also offer a range of other benefits to employees including a contributory pension scheme, a health cash plan which can provide help with dental, optician and medical costs (including cover for dependent children in full time education up to 18 years of age), free employee health checks and a Cycle to Work scheme. Flexibility regarding working hours is also offered in some areas of the business.

For further information on employee benefits, visit the employee benefits section of our website.

To Apply

To access the full criteria, please see the job description. Alternatively, application packs can be obtained by contacting the Holywood reception via the telephone number within our Employer profile.

The closing date for applications is Sunday 6th July 2025 unless otherwise stated.

Radius reserves the right to enhance criteria to facilitate shortlisting.

Association wide waiting lists may be compiled for future same or similar permanent / fixed term vacancies which may arise.

Radius is an Equal Opportunities Employer.

• Radius Housing, 3-7 Redburn Square, Holywood, County Down, BT18 9HZ
• 0330 123 0888
• [e-mail]
• www.radiushousing.org