Customer Service Advisor

Together Housing Group; Salford; On-site; GBP 27,000 - 30,000; Full time

Benefits offered by this job

Starting salary £27,510

27 days holiday + bank holidays

Hybrid working after training

37-hour workweek

Pension scheme

Award-winning benefits

Job summary

Together Housing Group in Salford is seeking a personable and customer-oriented Customer Service Advisor to join the Pendleton Together team. You will deliver excellent resident-focused service, answer inquiries, and help resolve issues.

Initially office-based for training, the role may move to hybrid working after successful onboarding. A strong commitment to diversity, inclusion, and high professional standards is essential.

Qualifications

• Excellent communication and interpersonal skills.
• Strong customer service focus with a genuine desire to help others.
• Ability to handle complaints with empathy and professionalism.
• Good problem-solving and detail-oriented approach.

Responsibilities

• Being the first point of contact for customers, you will handle inquiries via phone, e-mail, and social media.
• Your main responsibility will be to promptly respond to questions and provide accurate information about services and policies.
• Resolve customer complaints and issues in a timely and satisfactory manner.
• Log customer interactions and maintain accurate records.
• Coordinate with other teams to escalate and resolve customer issues.
• Provide guidance regarding housing needs and options to residents.
• Maintain a positive and professional attitude when dealing with challenging situations.

Skills

Excellent communication

Customer service

Empathy

Problem solving

Attention to detail

Teamwork

Resilience

Independent work

Job description

We are actively looking for a personable and customer-oriented individual to become a part of our Salford team as a Customer Service Advisor. In this role, you will be responsible for providing excellent customer service to our residents, answering inquiries, resolving complaints, and ensuring that all customer interactions are handled professionally and efficiently.

Pendleton Together are a part of the Together Housing Group. We're a social landlord in Salford working to give everyone a safe, and comfortable place to live. We are a non-profit organisation, meaning any money we make is invested back into the company for the benefit of our residents and local communities

Diversity & Inclusion: As an organisation we are committed to having a Diverse and Inclusive workforce. We would therefore welcome applications from candidates with any of the nine protected characteristics. We are also proud to be a Disability Confident employer. Further information can be found at this link - Equality and diversity - Together Housing Group

Requirements

Key responsibilities of the Customer Service Advisor include:

• Being the first point of contact for customers, you will handle their inquiries through phone, e‑mail, and social media.
• Your main responsibility will be to promptly respond to customer questions and provide them with accurate information about our services and policies.

• Resolving customer complaints and issues in a timely and satisfactory manner
• Logging customer interactions and maintaining accurate records
• Coordinating with other teams and departments to **escalate** and resolve customer issues
• Providing guidance and support to customers regarding their housing needs and options
• Maintaining a positive and professional attitude when dealing with challenging customer situations

We are looking for someone who has:

• Excellent communication and interpersonal skills
• Strong customer service skills and a genuine desire to help others
• Ability to handle customer complaints and difficult situations with empathy and professionalism
• Personal resilience when dealing with challenging situations
• Good problem-solving skills and the ability to think on their feet
• Attention to detail and the ability to maintain accurate records
• Ability to work effectively both independently and as part of a team

Benefits

• Starting salary of £27,510
• 27 days holiday (rising to 32 over 5 years' service) + bank holidays
• This role is fully office-based for the first 8 weeks while training is completed. Following successful completion of training, hybrid working may be considered where an individual has demonstrated the competence, confidence, and ability to perform the role effectively with a degree of autonomy.
• Enjoy a 37-hour workweek. Your workdays will be Monday through Friday, with shift rotations tailored to meet business demands. You'll receive your schedule well in advance, allowing you to plan ahead, though shifts may occasionally adjust to support operational needs.
• Attractive pension scheme
• To view the full range of our award-winning benefits click on the Employee Benefits Link

Due to the nature of the role involving work with vulnerable members of society, this post is subject to a Full Criminal Disclosure, which will be carried out when a conditional offer is made.