Customer Service Advisor

Two Rivers Housing; Newent; Vor Ort; GBP 22.000 - 26.000; Vollzeit

Zusammenfassung

Two Rivers Housing is seeking a Customer Advisor to be the first point of contact for tenants, delivering human-centric service across multiple channels. You will resolve enquiries, champion tenant voices, and follow cases through to completion.

In this role you’ll accurately record interactions, ensure compliance with policies, and collaborate with colleagues to provide a personalised and respectful service to every tenant.

Qualifikationen

• Proven ability to listen carefully and understand customer needs.
• Demonstrated empathy and ability to tailor responses to individuals.
• Strong communication skills to resolve enquiries clearly and politely.

Aufgaben

• Be the first point of contact for tenants via phone, email, letter, text, or in person.
• Resolve enquiries and champion the voice of the customer across the organisation.
• Process and record customer contacts in line with policies and procedures.
• Follow enquiries through to completion and ensure high levels of customer satisfaction.
• Build positive relationships with tenants and colleagues to deliver great service.

Kenntnisse

Active listening

Empathy

Communication

Customer service

Jobbeschreibung

Everyone should have a warm, safe, affordable home. As one of our Customer Advisors, you'll 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.

You’ll 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, you’ll follow enquiries through to completion, making sure issues are resolved and queries answered, helping achieve high levels of customer satisfaction.

What you’ll 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.