Customer Service Advisor

Broadland Housing Association Ltd; Norwich; Hybrid; GBP 25,000 - 28,000; Full time

Job summary

A housing association in Norwich seeks a Customer Service Advisor for a hybrid position, requiring excellent communication and customer service skills. The ideal candidate has experience in a customer-facing role, ideally with GCSEs in Maths and English. Responsibilities include managing inquiries and supporting residents. Competitive starting salary, with benefits including enhanced holiday leave and a contributory pension scheme.

Benefits

Enhanced annual leave including a day off for birthday

Generous contributory pension scheme

Employee Assistance Programme

Health Cash Plan

Utilities allowance for hybrid workers

Training opportunities

Qualifications

• At least one year’s experience in a customer service or similar role.
• Experience managing difficult conversations in a customer-focused manner.
• Ability to work effectively in a busy environment.

Responsibilities

• Provide a one stop service to our residents.
• Be the first point of contact for inquiries.
• Report and schedule initial repairs.

Skills

Customer service experience

Effective communication

Problem-solving

Digital skills

Telephone manner

Education

GCSE passes Grade C / Level 4 in Maths and English

Tools

Microsoft Word

Microsoft Excel

Microsoft Teams

Job description

Overview

Customer Service Advisor

Hybrid Homeworking with office base in Norwich (Minimum 2 days a week in the office)

Full time, 37 hours per week on rota basis covering our Operating hours 8.00am – 5.30pm, Monday to Thursday and 8.00am – 5.00pm on Friday

Starting salary of £25,985 per annum, with future progression opportunities to £27,644 per annum

Permanent

About the role

Do you like delivering customer service? Are you passionate about helping people? Then, we have the role just for you! We are looking for an experienced and proactive Customer Service Advisor to join our team on a permanent basis. The role is fundamental to providing an excellent service to our residents and be the first point of contact on our service line.

The role will require you to:

• Provide a one stop service to our residents.
• Be the first point of contact both over the phone and via email.
• Report and schedule initial repairs.
• Deal with rent and housing enquiries.
• Work closely with our inhouse teams, suppliers, contractors, and tenants, to ensure an efficient service is delivered.
• Support our residents to access and engage digitally.

Please see job description for full details of the role

About You

The successful candidate will have:

• GCSE passes Grade C / Level 4 in Maths and English (or evidence of similar level of proficiency)
• At least one year’s experience in a similar role
• Experience in a customer facing role where clear and effective communication was essential
• Ability to deal with difficult conversations in a customer-focused way
• Strong digital skills with excellent working knowledge of Microsoft Applications(such as Word, Excel and Teams)
• Ability to problem solve and be self-motivated
• Have an excellent telephone manner and the ability to work in a busy environment is essential

All team members and colleagues working for Broadland will always be expected to act in a manner that is consistent with our corporate values and behaviours, as detailed in the job description.

About Us

Broadland Housing Association offers more than 5,700 quality homes across Norfolk and North Suffolk believing that everyone deserves a home that meets their needs; we offer a caring, effective and high-quality service that is fair to everyone. We are one of the top 25 Housing Organisations to work for in the UK and feature in the top 50 organisations to work for in the East of England.

Our team are provided with the digital tools to work from home as well as a supportive and flexible understanding of the challenges this sometimes presents. We are a Hybrid Homeworking employer - with a 60/40 split (60% home/up to 40% office). As the role require attendance at Broadland premises candidates must live within a 75-minute commute of their office location (Norwich, NR1 1HU). Full details can be discussed at the interview process.

We offer staff many great benefits such as:

• Enhanced annual leave starting from 22 days, plus a day off for your birthday, a volunteering day and a personal day.
• Generous contributory pension scheme.
• Access to an Employee Assistance Programme to support you when you need it!
• Health Cash Plan – claiming for things such as eye tests and prescriptions as well as many other wellness and money saving perks.
• Utilities allowance to support hybrid home workers.
• Lots of training opportunities.
• And many more – Please see our benefits document available on our website!

For full details or if you have any questions regarding this role or any other vacancies at Broadland Housing Association, please contact our recruitment line on 01603 750109 and leave a message or email: [e-mail].

Closing date: Midnight Tuesday 07 October 2025