Customer Service Advisor Specialist's

Wolverhampton Homes; Wolverhampton; Hybrid; GBP 22,000 - 28,000; Full time

Job summary

A local housing authority in Wolverhampton is seeking dedicated Customer Service Advisor Specialists to respond to housing hazards, ensuring tenant safety and wellbeing. This role involves triaging calls, providing guidance, and maintaining records. Ideal candidates will have experience in customer service, empathy for vulnerable tenants, and digital proficiency. Competitive salary, hybrid working options, and strong commitment to diversity and inclusion are offered.

Benefits

Competitive salary

Generous annual leave

Local Government Pension Scheme

Commitment to learning and development

Hybrid working options

Inclusive culture

Employee assistance service

Volunteering days

Free on-site parking

Qualifications

• Experience in customer service, housing, and willingness to learn about housing legislation.
• Ability to remain calm and professional in difficult situations.
• Competence in using digital systems for case management.

Responsibilities

• Receive and triage calls related to housing hazards.
• Escalate emergency hazards for urgent action.
• Record tenant details accurately for case management.
• Provide guidance to tenants on next steps and safety advice.
• Maintain records to support regulatory compliance.

Skills

Customer service experience

Empathy

Communication skills

Ability to handle distressing calls

Job description

We're recruiting dedicated Customer Service Advisor Specialists to join our team in response to Awaab's Law - a landmark regulation designed to protect tenants from hazardous living conditions such as damp, mould, and other health risks. This is a unique opportunity to make a real difference in people's lives by ensuring housing hazards are identified, triaged, and escalated quickly and compassionately.

1. Receive and triage calls related to housing hazards, such as damp, mould, and structural issues, using structured protocols to assess urgency and risk.
2. Escalate emergency hazards that pose an imminent risk to health for urgent action.
3. Accurately record tenant details, including vulnerability factors and environmental context, to support effective and timely case management.
4. Communicate clearly and compassionately with tenants, providing guidance on next steps, expected timeframes, and safety advice.
5. Maintain comprehensive records to support regulatory compliance and ensure audit readiness.
6. Remain calm, empathetic, and professional when handling difficult or distressing calls from vulnerable tenants.
7. Confidently use digital systems to record detailed case notes with accuracy and care.
8. Have experience in customer service, housing, and a willingness to learn about housing legislation and safeguarding.

We are committed to making the city an even better place to live, providing good quality homes in safe, welcoming neighbourhoods. We believe that everyone in Wolverhampton Homes can play their part in making this happen - with the right support. Whether you're just getting started in your career or looking for your next step, you've come to the right place.

Equality and Diversity: We are proud of our diverse workforce, representative of the city we serve, and we believe that people perform best when they can be themselves. Diversity and inclusion are key to our success, and we encourage colleagues to join our equality forums.

About Wolverhampton Homes: We manage and look after more than 21,000 homes on behalf of the City of Wolverhampton Council. Our mission is 'to help people get on in life'. We love our city and we're here to help provide good quality homes and great customer service, with the customer voice at the heart of everything we do. With more than 600 employees and a growing portfolio of properties and services, we're an ambitious organisation and we're looking for the very best. Whether you're an experienced tradesperson, a housing professional or just starting out, find out more and join us on our journey from good to great.

Why Wolverhampton Homes? We are committed to making the city an even better place to live, providing good quality homes in safe, welcoming neighbourhoods. And we believe that everyone in Wolverhampton Homes can play their part in making that happen - with the right support.

• Competitive salary
• Generous annual leave entitlements
• Access to the excellent Local Government Pension Scheme
• Commitment to your learning and development
• Hybrid and agile working available for many roles
• Inclusive culture
• Employee assistance and counselling service
• No gender pay gap
• Volunteering days available for all colleagues
• Free on-site parking