Customer Service Advisor - Call Centre

Thrive Homes UK; Hemel Hempstead; Hybrid; GBP 30,000; Full time

Job summary

A leading housing provider is looking for a Customer Service Advisor to support customers accessing essential services. You'll be the first point of contact, ensuring effective guidance on enquiries, and collaborating with teams for resolutions. Ideal candidates will have a strong background in customer service, along with excellent communication and problem-solving skills. Apply today to make a difference!

Qualifications

• Experience in customer service or repairs role.
• Background in housing is beneficial.
• Strong problem-solving abilities with a positive, empathetic attitude.

Responsibilities

• Support customers in accessing housing services like raising repairs.
• Provide advice and guidance through various communication channels.
• Diagnose repair requests and manage schedules.

Skills

Communication

Active Listening

Problem-solving

Empathy

Education

Customer service or business administration qualifications

Job description

Hemel Hempstead, Hertfordshire (Hybrid/Smart Working)

£29,501Per Annum Plus Benefits

Permanent

37 hours per week (Full Time)

Join us in making a real difference for our customers - apply today and become a valued part of our Customer Services team!

At Thrive Homes, we’re looking for a Customer Service Advisor to play a key role in supporting our customers to access essential housing services such as raising repairs, managing their tenancy, and more. You’ll be the first point of contact, providing clear, friendly, and effective guidance across a wide range of enquiries.

Using a variety of communication channels, you’ll ensure every customer feels heard and supported.

If you're ready to be a true customer champion and help us deliver excellent service every day - we’d love to hear from you!

Other Responsibilities

• Providing a compressive range of advice, guidance, and support for our internal and external customers in line with business and team objectives - via different channels i.e. digital services, (inbound/outbound) email, text, phone, and written correspondence.
• Managing customer expectations in line with Thrive's Service Offer and adherence to policy.
• Diagnosing repair requests and scheduling work for repairs and home visits for relationship managers and property services.
• Advising Customers on housing and property related enquires - to achieve resolution at FPOC.
• Advising both internal and external customers on all housing-related matters.
• Escalate ongoing issues, H&S, and compliance - to ensure the relevant business function is informed.
• Collaboration and support across the team, Relationship and Property Services, and wider business to achieve resolution of issues.
  
  

Requirements

• Having tangible experience in applying customer service or business administration qualifications is important for this role.
• It is essential to have similar experience within a customer service or repairs role. Additionally, a background in housing would be beneficial.
• Excellent communication and active listening skills are essential for effectively engaging with customers.
• Strong problem-solving abilities, including the capacity to analyse complex issues and provide innovative solutions, are a must.
• A positive, empathetic attitude and the ability to adeptly handle a diverse range of customer interactions while maintaining a high level of professionalism are vital for success in this position
  
  

Closing date: 30th June 2025

Provisional interview date: 26th June 2025

Specific roles within Thrive are subject to a basic DBS check, the successful applicant(s) will be contacted by our People Team if this applies to their role.

We reserve the right to close this recruitment if it is deemed that we have received a suitable number of applications. On this basis we would advise that applications are submitted as soon as possible.