Customer Service Advisor

Croydon Council; Greater London; On-site; GBP 34,000 - 35,000; Full time

Benefits offered by this job

Local Government Pension Scheme

Up to 31 days annual leave

Bank Holidays

Option to purchase additional leave

Family-friendly provisions

24/7 Employee Assistance Programme

Job summary

Croydon Council is seeking an entry-level Customer Service Advisor to join our Housing Customer Service team in Croydon. You’ll be the first point of contact for residents, handling enquiries by telephone, online channels, face-to-face and written communications.

No prior Housing experience is required; we’ll train you. We value clear communication, good listening and problem-solving, with opportunities to learn Housing services, repairs processes and contribute to a positive customer experience.

Qualifications

• Entry-level Housing role; no prior Housing experience required.
• Strong customer service or public-facing experience.
• Clear verbal and written communication.
• Good listening, empathy, patience and tact in challenging situations.
• Willingness to learn Housing services and processes.

Responsibilities

• Be the first point of contact for residents via phone, digital channels and in person.
• Listen to residents, understand needs and provide clear information.
• Strive to resolve enquiries at first point of contact where possible.
• Collaborate with Housing teams, contractors and other Council services to resolve issues.

Skills

Customer service

Verbal communication

Written communication

Listening

Empathy

Problem solving

Digital literacy

Teamwork

Job description

Job Description

Salary range: Grade 5 £34,104 - £35,109 p.a. plus fantastic benefits

Contract: Fixed Term - 12 months

Hours of work: 36 hours per week

Location: Croydon

Customer Service Advisor

Start your career in Housing and help us deliver a great service to Croydon residents.

We're looking for people with strong customer service and communication skills to join our Housing Customer Service team.

You don't need previous Housing experience. What matters is that you enjoy helping people, can listen and communicate clearly, take ownership of problems and are willing to learn. We'll support you to develop the Housing knowledge you need to do the role.

The role

You’ll be one of the first points of contact for residents using Croydon's Housing services, helping customers by telephone, digital and online channels, face-to-face and in writing.

Every enquiry will be different. You’ll listen to residents, understand what they need and provide clear and accurate information. You’ll aim to resolve enquiries and complaints at the first opportunity wherever possible, keeping customers informed and referring or escalating issues when specialist support is needed.

You’ll work closely with colleagues across Housing, contractors and other Council services to get issues resolved and provide a positive experience for residents.

You’ll also keep accurate records, learn our Housing services and repairs processes and help us identify where the customer experience could be improved.

What we’re looking for

This is an entry-level Housing opportunity, so you don't need to have worked in Housing before.

We’re looking for someone who can demonstrate:

• experience of providing customer service or supporting members of the public, customers or service users - this could be from paid, voluntary or another relevant setting;
• clear and confident verbal and written communication;
• good listening skills, empathy, patience and tact, including when someone may be distressed, frustrated or challenging;
• the ability to ask the right questions, understand what someone needs and provide helpful information;
• good problem-solving skills and a willingness to take ownership and follow things through;
• the ability to organise and prioritise your work in a busy environment;
• confidence using digital technology and willingness to learn new systems;
• the ability to work well with others; and
• a willingness to learn about Housing services, repairs, policies and processes.

Experience in a contact centre, Housing, repairs, local government or another public-facing service is useful, but it isn't essential.

Why join us?

This is a great opportunity to get into Housing and build your experience within a large and varied service. You’ll learn about different areas of Housing while developing customer service, problem-solving and digital skills that can support your future career.

Our benefits include an inclusive working environment, learning and career development, the Local Government Pension Scheme, up to 31 days annual leave depending on eligibility plus Bank Holidays, the option to purchase additional leave, family-friendly provisions and a 24/7 Employee Assistance Programme.

This is an office-based role. The service currently operates between 8am and 6pm, Monday to Friday, and flexibility may occasionally be required to meet service needs.

Application closing date: Friday 2 October 2026

Assessment/Interviews: Week Commencing 9 November 2026

About Us

Croydon Council's priorities

• Get a grip on the finances and make the council financially sustainable
• Become a council which listens to, respects and works in partnership with Croydon's diverse communities and businesses
• Strengthen collaboration and joint working with partner organisations and the voluntary, community and faith sectors
• Ensure good governance is embedded and adopt best practice
• Develop our workforce to deliver in a manner that respects the diversity of our communities

Key business plan outcomes

• Croydon is a place of opportunity for business, earning and learning
• Children and young people in Croydon have the chance to thrive, learn and fulfil their potential
• Croydon is a cleaner, safer and healthier place, a borough we're proud to call home
• People can lead healthier and independent lives for longer
• Croydon Council's new ways of working

Equal Opportunities Statement

Croydon Council is an inclusive employer and welcomes applications from all sections of the community. Subject to business needs, we will be pleased to consider applications from candidates seeking flexible working arrangements and support hybrid working, whereby staff attend the workplace for part of their working week and work from home, or elsewhere, remotely for the rest of the time.

As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the advertised role.

Croydon council is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all staff to share this commitment. The Successful candidate will be subject to a DBS check, if the role requires one.