Customer Service Advisor

Wates; London Borough of Croydon; On-site; GBP 21,000 - 26,000; Full time

Job summary

Wates Smartspace in Croydon is seeking a Customer Service Advisor to deliver outstanding service to residents and communities. The role involves being the first point of contact, handling enquiries, and coordinating with operations to ensure repairs and maintenance requests are managed smoothly.

The ideal candidate will have experience in customer service, strong communication skills, and a proactive attitude.

Qualifications

• Previous experience within a customer service, scheduling, planning, or administrative role.
• Strong communication and interpersonal skills.
• Ability to remain calm and organised in a busy environment.
• Good working knowledge of Microsoft Office, including Word and Excel.
• A positive, proactive attitude and a willingness to learn.
• Experience within social housing, repairs, maintenance, or construction environments would be advantageous but is not essential.

Responsibilities

• Deliver an exceptional customer experience through every interaction.
• Handle enquiries, repairs requests, and customer updates with professionalism and empathy.
• Build positive relationships with residents, clients, and operational teams.
• Resolve customer concerns and complaints effectively, ensuring issues are followed through to completion.
• Accurately update systems and maintain customer records.
• Support the smooth delivery of responsive maintenance services across the contract.
• Contribute ideas and improvements to enhance customer satisfaction and service performance.

Skills

Customer service

Scheduling

Planning

Administrative experience

Communication skills

MS Office

Calm under pressure

Tools

Microsoft Office

Job description

Customer Service Advisor

Croydon Responsive Maintenance | Social Housing

Make a Difference Every Day

At Wates, we're passionate about delivering outstanding services to our residents and communities. We're looking for a Customer Service Advisor to join our growing team in Croydon, where you'll play a vital role in ensuring customers receive a first-class experience from the moment they contact us.

This is more than just a customer service role. It's an opportunity to be part of a team that makes a real difference to people's homes and lives every day. If you're passionate about helping others, thrive in a fast-paced environment, and enjoy solving problems, we'd love to hear from you.

The Role

As a Customer Service Advisor, you'll be the first point of contact for residents, providing a professional, friendly, and efficient service. You'll work closely with operational teams, planners, and contractors to ensure repairs and maintenance requests are handled smoothly and customers are kept informed every step of the way.

Key Responsibilities

• Deliver an exceptional customer experience through every interaction.
• Handle enquiries, repairs requests, and customer updates with professionalism and empathy.
• Build positive relationships with residents, clients, and operational teams.
• Resolve customer concerns and complaints effectively, ensuring issues are followed through to completion.
• Accurately update systems and maintain customer records.
• Support the smooth delivery of responsive maintenance services across the contract.
• Contribute ideas and improvements to enhance customer satisfaction and service performance.

What We're Looking For

We're looking for someone who genuinely enjoys helping people and takes pride in delivering excellent service.

You'll ideally have:

• Previous experience within a customer service, scheduling, planning, or administrative role.
• Strong communication and interpersonal skills.
• The ability to remain calm and organised in a busy environment.
• Good working knowledge of Microsoft Office, including Word and Excel.
• A positive, proactive attitude and a willingness to learn.
• Experience within social housing, repairs, maintenance, or construction environments would be advantageous but is not essential.

Why Join Wates?

• Be part of a supportive and collaborative team
• Opportunities for career development and progression
• Make a genuine difference to local communities
• Work for one of the UK's leading social housing maintenance providers
• Join a business that values people, innovation, and customer satisfaction

Our commitments:

WPS is proud to be an employer where anyone can thrive, and we welcome applications from candidates of all backgrounds. We encourage you to apply even if you don't meet every requirement, as we value transferable skills and assess all applications fairly.

We don't discriminate based on a criminal record; all applications are reviewed on an individual basis against the requirements of the role. Some roles may require additional checks, due to the nature of the work. As a Disability Confident Leader, we offer an interview to applicants with a disability who meet the minimum criteria for the role and opt in to the Disability Confident scheme. Reasonable adjustments are available, please contact us at [e-mail]