Customer Service Advisor

Accent Housing Group; Peterborough; Hybrid; GBP 25,000 - 31,000; Part time

Benefits offered by this job

28 days holiday + bank holidays

Birthday day off

Health plan

Gym discounts

Pension schemes

Car leasing options

Salary sacrifice

Volunteer day

Job summary

Accent Housing Group in Peterborough is seeking a Customer Service Advisor to manage repair-related enquiries, diagnose faults and ensure customers are looked after swiftly and professionally. The role is hybrid, with 2 days from home after probation and flexible hours between 9:00am and 3:00pm.

The position begins with a four-week full-time training programme (Mon-Fri, 9:00am-5:00pm) before moving to contracted part-time hours, offering a supportive environment and opportunities to grow within

Qualifications

• Experience from a contact centre environment.
• Proven ability to deliver high-quality customer service through clear, accurate, and empathetic communication.
• Experience recording customer interactions using CRM systems.

Responsibilities

• Handle repair-related enquiries and diagnose faults.
• Provide timely, accurate updates to customers, contractors and internal colleagues.
• Deliver exceptional customer service while balancing stakeholder needs.

Skills

Contact centre exp

Customer service

Empathetic comms

CRM experience

Tools

CRM software

Job description

A place to make a difference

Salary: £27,984 per annum, pro rata (£15.38 per hour)

Location: Peterborough, Hybrid, 2 days from home after successful probation period.

Details: Permanent, part-time position (minimum 15 hours per week) with flexible working hours between 9:00am and 3:00pm. Successful candidates will be required to attend a four-week full-time training programme (Monday to Friday, 9:00am to 5:00pm) before moving to their contracted part-time hours.

With over 21,000 homes across the country, we're responsible for supporting thousands of customers and their families.

We're proud to build positive, long-lasting relationships that go beyond housing. The work we do improves lives and creates vibrant communities where people of all backgrounds can thrive.

If you pride yourself on delivering the best customer care and want to use your skills to make a positive impact on families and communities, there's a place for you at Accent.

About the role

As a Customer Service Advisor, you'll manage repair-related enquiries, diagnosing faults and making sure our customers are looked after quickly and effectively. You'll deliver exceptional customer service, balancing their needs with those of our contractors and internal stakeholders, keeping everyone updated throughout the process. Your professionalism, efficiency and empathy means you'll build strong customer satisfaction.

Salary

The spot salary for the Customer Service Advisor post is £27,984 per annum, pro rata (£15.38 per hour) for applicants who fully meet the requirements of the post. If you're still developing some of the skills or experience, you can start at a salary 5% or 10% below the spot rate, with clear support and progression opportunities to reach the full amount.

About you

The essentials

• You'll bring experience from a contact centre environment.
• Proven ability to deliver high-quality customer service through clear, accurate, and empathetic communication.
• Resilient and solutions-focused when handling complex or challenging customer conversations.
• Experienced in accurately recording customer interactions using CRM and bespoke IT systems.

The desirables

• Knowledge of housing maintenance and repairs would support your success in the role.
• Evidence of confidently managing challenging customer situations and achieving positive outcomes.

Interview Process

We want your candidate experience to reflect who we are - a place to grow, a place to thrive, a place to be you.

Stage 1: A Place to Connect

A Teams interview with the hiring manager. You'll learn more about the role and team, and we'll get to know you - your experience, goals, and what you bring.

Planned Days: 16th of September

Stage 2: A Place to Show Your Strengths

You'll be invited to an assessment centre at our Peterborough office. On the day there will be role related assessments and a behavioural/scenario-based interview focused on how you apply your knowledge to real-life situations. You'll be asked to complete a Customer Service Questionnaire in advance.

Planned day: 23rd Septmber and 24th of September at 17:00.

The successful applicant will be subject to pre-employment checks, such as DBS and social media screening, before an offer is confirmed.

A place to build a future

We've got big ambitions and we're looking for people who want to grow with us. Here, you'll have the chance to learn new skills, shape your career, and thrive in a collaborative environment where your ideas matter.

And because we believe great work deserves great rewards, here's what you can look forward to:

• Generous time off - 28 days holiday plus bank holidays, an extra day for your birthday, and the option to buy more.
• Health & wellbeing support - Cash health plan, Health MOTs, online GP access, gym discounts, and a dedicated volunteering day for a cause you care about.
• Financial perks - Car leasing options, salary sacrifice schemes, and exclusive discounts through our benefits platform to help your money go further.
• Future-focused benefits - Access to both Defined Contribution and Defined Benefit pension schemes through salary sacrifice, plus life assurance at three times your salary for peace of mind.
• Family-friendly policies - Enhanced parental leave, flexible working options, and support for work-life balance.
• Career development - From Stepping into Management and Management Essentials training to our Leadership Academy, apprenticeships, and more - we'll help you grow and succeed.

This is more than a job - it's a place where you can make an impact, feel valued, and be rewarded for what you do.

We're Committed to Inclusion

We believe diversity makes us stronger and we're committed to creating a place where everyone feels valued, respected, and able to thrive.

Our recruitment process is designed to be accessible and inclusive, and if you need any reasonable adjustments at any stage, just let us know - we'll make it happen.

Because this isn't just a workplace - it's a place to belong.

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