Customer Service Advisor

Jobtrain; Witney; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Pension scheme

Holiday entitlement 25 days to 28 days

Flexible working policy

Gym and swimming membership

EV lease scheme

Job summary

Cottsway in Witney is seeking a Customer Service Advisor to join our busy Customer Services Team. You will be the first point of contact for customers, handling a high volume of enquiries and delivering an excellent customer experience every time.

The role involves responding mainly by telephone, as well as email, letters, our website and occasional face-to-face contact. You will manage customer feedback, investigate complaints and work towards positive resolutions.

Qualifications

• Experience in a call centre or customer service environment.
• Outstanding communication skills and a professional telephone manner.
• Ability to handle a high volume of enquiries calmly and efficiently.

Responsibilities

• Handle customer enquiries primarily by telephone, plus email, letters, website, and occasional face-to-face.
• Manage customer feedback and investigate complaints to achieve positive resolutions.
• Work as part of a busy team to deliver an excellent customer experience.

Skills

Call centre experience

Customer service excellence

Strong communication

Telephone manner

Job description

About Us

Cottsway is a registered housing provider working in Oxfordshire, Gloucestershire, Wiltshire and Worcestershire. We are the largest affordable housing provider in the district of West Oxfordshire.

We own and manage over 6,000 homes ranging from flats and bungalows to family homes, for rent and Low-Cost Home Ownership (LCHO). We have over 13,000 customers.

We have some of the strongest financial and governance ratings in the sector and we are committed to doing more to help people in housing need, with a robust development programme.

We are proud to:

• Reinvest our profits every year, not only to create more homes, but also to ensure our existing customer’s homes are kept in great shape, with an in-house team of skilled tradespeople who carry out this work.
• Put our customers at the heart of everything we do, with a dedicated team of housing, neighbourhood, financial and welfare officers to provide support where needed.
• Be active in and bring social value to our local communities.

Working for us

Cottsway is a great place to work with a friendly, supportive and enthusiastic team dedicated to providing quality homes in thriving communities.

We support and develop our people because we know that it is through them that we deliver the high standards of service that our customers say we provide.

Based in the market town of Witney, we:

• Offer competitive salaries and a range of benefits.
• Support agile working.
• Guarantee to interview all disabled applicants who meet the essential criteria for our vacancies. We are signed up to the Disability Confident Committed scheme.
• Value people from a wide range of backgrounds and experience – whether you are an experienced housing professional or simply have an interest in working in our sector.

About the role

We are looking for a Customer Service Advisor to join our busy Customer Services Team.

This is an excellent opportunity to join a customer-focused organisation and play a key role in delivering outstanding service to our customers.

As a Customer Service Advisor, you will be the first point of contact for our customers, handling a high volume of enquiries and providing an excellent customer experience every time.

The role involves responding to customer enquiries, mainly by telephone, as well as through email, letters, our website and occasionally face-to-face. You will also be responsible for managing customer feedback, investigating complaints and working towards positive resolutions.

To be successful in this role, you will have experience working within a call centre or customer service environment and be able to demonstrate exceptional customer service skills while managing a busy workload.

About You

We are looking for someone who:

• Has previous experience working in a call centre or customer service environment.
• Is passionate about delivering excellent customer service.
• Has outstanding communication skills and a professional telephone manner.
• Can remain calm and professional while handling a high volume of customer enquiries.
• Are confident investigating issues and resolving customer concerns.
• Works well as part of a team and has a positive, proactive attitude.

A DBS check will be required for the successful applicants as part of our pre-employment screening process.

What we offer

In return, we provide an excellent benefits package

• A pension scheme with a minimum employee contribution of 3%, matched by a generous employer contribution of up to 10%.
• Holiday entitlement starting at 25 days rising to 28 days after 2 years, plus bank holidays.
• A flexible working policy to support agile working.
• A discounted corporate gym and swimming membership,
• Electric vehicle lease scheme and Costco membership.

Interested?

For an informal chat about this role please contact Gemma Heritage, Interim Customer Services Manager, on 01993 890000.

Interviews will take place on 3 and 4 November 2026