Customer Service Advisor

ACCENT housing; Bradford; Hybrid; GBP 16,000 - 23,000; Part time

Benefits offered by this job

28 days holiday (pro rata)

Bank holidays included (pro rata)

Pension schemes (Defined Contribution/

Defined Benefit pension via salarySacr

Cash health plan

Online GP access

Gym discounts

Volunteer day

Job summary

Accent housing is seeking a Customer Service Advisor in Bradford in a hybrid arrangement. The role handles a range of housing-related queries, including rent and anti-social behaviour issues, with a focus on delivering empathetic, professional support.

You will work in a busy environment, using CRM systems and MS Office, and will be part of a collaborative team that values customer outcomes, with careful attention to detail and effective problem solving.

Qualifications

• Experience in a fast-paced contact centre handling high volumes of customer enquiries.
• Strong verbal and written communication skills to explain information clearly.
• Excellent problem-solving and ownership over customer enquiries.

Responsibilities

• Assist customers with housing-related queries, including rent and general account questions.
• Provide empathetic, professional, and resilient support to ensure customers feel heard.
• Record and update customer information accurately in CRM; use digital tools as needed.
• Collaborate with internal teams to resolve complex issues and deliver the best solution.

Skills

Customer service

MS Office

CRM systems

Clear communication

Tools

CRM systems

Microsoft Office

Job description

Location: Hybrid, Bradford (3 days in the office)

Permanent, part time, 20 hours per week between 9am and 3pm, Monday - Friday.

With over 21,000 homes across the country, we’re responsible for supporting thousands of customers and their families.

We’re proud to build positive, long-lasting relationships that go beyond housing.The work we do improves livesand creates vibrant communities where people of all backgrounds can thrive.

If you pride yourself on delivering the best customer care and want to use your skills to make a positive impact on families and communities, there’s a place for you at Accent.

About the role

As a Customer Service Advisor, you’ll play a key role in helping our customers with a variety of housing-related matters, from rent queries to more complex issues like anti-social behaviour. We understand that when people have problems related to their home, it can be a stressful time. That’s where you come in – offering professional, empathetic, and resilient support to ensure customers feel heard and supported.

What’s in it for you?

• Work-life balance: We operate Monday to Friday, 8am – 6pm, so your weekends and evenings are free to enjoy time with friends, family, or hobbies.
• Real Impact: You'll have the satisfaction of knowing you’ve helped resolve important issues and made a real difference to someone's home and well-being.
• Training and Support: We'll equip you with all the knowledge and tools you need to handle queries efficiently. For more complex cases, you’ll work closely with our internal teams to deliver the best solution.
• Team Collaboration: While you’ll often resolve issues independently, you’ll also be part of a supportive, collaborative team focused on delivering top-notch service.

The Customer Service Advisor spot salary is £14,554 per annum (£14 per hour) for applicants who fully meet the requirements of the post. Applicants, who do not meet all the requirements of the post, will start 5% or 10% below the spot salary.

About you

We’re looking for someone who can bring:

Experience working in a fast-paced contact centre environment, handling a high volume of customer enquiries.

Strong verbal and written communication skills, with the ability to explain information clearly and confidently to customers.

Strong problem-solving skills, taking ownership of enquiries and finding the right solution.

Confidence handling challenging conversations with empathy, professionalism and a calm approach.

Excellent attention to detail, accurately recording and updating customer information in CRM systems.

Confidence using digital tools, including Microsoft Office and customer management systems.

Good numeracy skills, with the confidence to understand and explain figures where needed.

Resilience and a genuine commitment to excellent customer service, maintaining a positive and professional approach when things get busy.

The successful applicant will be subject to pre‑employment checks, such as DBS and social media screening , before an offer is confirmed.

Customer Service Advisor Interview Process

We want your candidate experience to reflect who we are -aplace to grow, a place to thrive, a place to be you.

Stage 1: A Place to Connect

A teams interview with the hiring manager. You’ll learn more about the role and team, and we’ll get to know you – your experience, goals, and what you bring.

Planned date: 24th November via Teams

Stage 2: A Place to Show Your Strengths

A role related assessment and behavioural and scenario-based interview focused on how you apply your knowledge to real-life situations. You'll be asked to complete a Customer Service Questionnaire in advance.

Planned date: 3rd December at our Bradford office

We aim to make the process clear, supportive, and genuinely valuable – a place where you feel informed and confident at every step.

A place to build a future

We have big ambitions. That means we need people who are driven to succeed and eager to grow. Here, you’ll have the opportunity to learn new skills, thrive in our collaborative environment, and take your career in different directions. We also support your health and wellbeing with 28 days of holiday plus bank holidays (pro rata for part time) - an extra day to celebrate your birthday and the option to purchase more - a cash health plan, access to an online GP, gym discounts, and a dedicated day to volunteer for a cause that matters to you.

And because we believe in supporting you now and in the future, this is a place to plan for your future - with access to both Defined Contribution and Defined Benefit pension schemes through salary sacrifice, helping you save more efficiently. We also provide life assurance at three times your salary for all colleagues, giving you added peace of mind.

At Accent, we value diversity and want every candidate to feel comfortable and confident during the interview process. If there’s anything we can do to support, you – such as reasonable adjustments to help you showcase your best self, please let us know in advance.

Please note candidates must have current eligibility to live and work in the UK, Accent do not currently hold a sponsorship license.