Customer Service Advisor

Two Rivers Housing; Dymock; On-site; GBP 21,000 - 27,000; Full time

Job summary

Two Rivers Housing is seeking a dedicated Customer Advisor to act as the first point of contact for tenants, delivering human-centric service and helping resolve enquiries with care and empathy.

You will support tenants by phone, email, letter, text, or in person, building positive relationships and guiding enquiries through to completion while ensuring documentation aligns with policies and regulations.

Qualifications

• Experience delivering human-centric customer service to tenants.
• Excellent communication and active listening skills.
• Ability to identify underlying issues and provide solutions.

Responsibilities

• Serve as first point of contact for tenants via phone, email, letter, text, or in person.
• Resolve enquiries with empathy, ensuring issues are addressed and documented.
• Build positive relationships and support resolution through to completion.
• Record customer contacts in line with policies and regulations.

Skills

Active listening

Empathy

Customer service

Communication

Job description

Everyone should have a warm, safe, affordable home.?As one of our Customer Advisors, youll play a starring role in making this a reality for thousands of people living in our communities.

As a first point of contact for our tenants, you will deliver human-centric customer service, helping resolve enquiries, showing tenants that we care, and championing their voices across the organisation.

Youll be ready to support our tenants when they contact us by phone, emails, letter, texts, or visit our office. Building positive relationships with tenants and our teams, youll follow enquiries through to completion, making sure issues are resolved and queries answered, helping achieve high levels of customer satisfaction.

What youll bring to the team

You'll bring a positive, can-do mindset to every interaction, approaching challenges with confidence and a genuine desire to help. As an active listener, you'll take the time to understand each customer's situation by asking thoughtful and curious questions, demonstrating empathy and ensuring they feel heard, valued and respected. Recognising that every person and circumstance is different, you'll adapt your approach to meet individual needs and provide a personalised, human-centred service.

You'll look beyond the immediate enquiry to understand the whole picture, identifying underlying issues and working collaboratively with colleagues to find the right solutions. By taking ownership of enquiries and seeing them through to completion, you'll help resolve problems effectively, build positive relationships, and deliver a great customer experience.

You'll accurately process and record customer contacts in line with our policies and procedures, ensuring compliance with relevant regulations while continually championing the voice of the customer across the organisation. Through every interaction, you'll strive to create positive outcomes for our tenants and contribute to a customer experience that reflects our values and commitment to putting people first.