Customer Service Advisor

Walsall Housing Group; Walsall; On-site; GBP 21,000 - 25,000; Full time

Benefits offered by this job

27 days annual leave

Health plan

Pension scheme

Car leasing discounts

Hybrid working

Job summary

whg is recruiting a Customer Service Advisor for a fixed-term contract in Walsall. You will handle a variety of customer enquiries across channels and provide in-person support at our reception, helping users with self-service options. The role emphasizes delivering high-quality, timely service and problem resolution.

Ideal candidates will have strong communication, empathy, and the ability to maintain composure under pressure, while collaborating with other teams to improve customer outcomes.

Qualifications

• A good standard of education.
• Experience in customer-facing roles via telephone or in person.
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities with effective issue resolution.
• Ability to handle pressure calmly and manage expectations.

Responsibilities

• Handle a range of customer enquiries across multiple channels (phone, email, social media, etc).
• Provide face-to-face service at our reception and assist with self-service platforms.
• Deliver excellent service and resolve enquiries at first point of contact.
• Collaborate with other service areas to resolve complex queries.
• Suggest process improvements and participate in cross-functional workshops.

Skills

Customer service

Communication

Problem solving

Conflict management

Multi-channel

Education

A good standard of education

Job description

The following content displays a map of the jobs location - Walsall

Location: Walsall, West Midlands

Contract: Fixed Term (6 Months), Full Time, 37 hours per week

Closing Date: 2nd November 2026 (Due to anticipated high interest, we may close this vacancy early once sufficient applications have been received.)

Assessment Date: 13th November 2026

We have an exciting opportunity for a Customer Service Advisor to join our Customer Services Team on a fixed-term contract, to handle customer queries across many channels, as well as providing face to face service on our reception desk.

What you’ll do:

• Handle a range of customer enquiries across a variety of channels, including telephone, email, social media and other digital platforms.
• Provide a face to face service to customers who visit our main office reception, supporting them with using whg’s self-service platforms where appropriate.
• Deliver an excellent level of service to all customers, ensuring that enquiries are resolved in a timely and professional manner at first point of contact
• Work collaboratively and pro-actively with other service areas to find solutions to complex customer enquiries to ensure customer needs are met
• Challenge inefficient processes; making recommendations for improvements and attending cross functional workshops to discuss changes.

We're looking for someone who has:

• A good standard of education.
• Experience of working in a customer facing role either over the telephone or face to face.
• Excellent communication skills, both verbal and written, with the ability to communicate with customers and colleagues in a clear and easy-to-understand way.
• Strong problem solving and analytical skills, with the ability to ensure all enquiries are dealt with effectively and confidently to a satisfactory resolution.
• The ability to handle pressure, sensitivity and conflict in a calm and confident manner, an empathetic and positive approach to all issues whilst managing customer expectations.

What’s in it for you?

Working at whg means being part of a team that values flexibility, professional development, and a positive workplace culture. We offer:

• 27 days of annual leave pro rata (plus Christmas shut down)
• Access to an annual leave purchase scheme
• Participation in the defined benefit Local Government Pension Scheme or a choice of another great pension scheme
• A health cash plan to enhance your wellbeing and claim back costs of prescriptions, eye care, dental and complimentary therapies
• Access to a car leasing scheme
• A range of shopping and leisure discounts
• Structured learning and development opportunities
• Hybrid working environment
• Automatic membership of Colleague Voice
• A friendly workplace environment and commitment to work-life-balance

About us

At whg, we are dedicated to providing affordable homes across the Midlands and creating sustainable communities. We believe everyone has the right to a safe and secure home, which is the foundation for a successful life. Our values— Trustworthy, Respectful, Accountable, Collaborative and Excellent — guide our work and our commitment to creating an inclusive workplace where everyone can thrive.

whg and Aspire Housing have agreed a merger, which will create a new housing association with 32,000 homes across our Midlands heartlands. These plans do not affect our current recruitment and all advertised posts remain approved and active. Find out more about these proposals

We have been recognised as a top employer in the prestigious Sunday Times Best Places to Work 2026. The awards celebrate the top employers in the UK who are leading the way in employee pride, job satisfaction and wellbeing, as well as reward and recognition.

We are proud to be a Disability Confident Employer, committed to providing opportunities and support for all applicants, including those with disabilities.

whg is committed to safeguarding and promoting the welfare of our customers and communities. Please note that for some roles, a Disclosure and Barring Service (DBS) check may be required as part of our pre-employment screening process.

This vacancy is open to both internal and external applicants