Customer Services Adviser

East Lothian Housing Association Ltd; Carterton; On-site; GBP 32,000 - 35,000; Full time

Benefits offered by this job

30 days annual leave plus publichols

Flexible working

Defined Benefit Pension Scheme

Employee Advice Service includingCouns

Simply Health Care Plan

Job summary

East Lothian Housing Association Ltd is seeking a Customer Services Adviser to provide housing information and advice to tenants and customers, with a focus on first point of contact resolution. You will handle repairs, tenancy inquiries, rent payments, and issues such as neighbour nuisance, while promoting digital self-service options and supporting the Digital Lettings Service and Allocations policy.

The role requires empathy, strong communication, and the ability to multi-task in a busy

Qualifications

• Strong communication skills and a customer-focused approach.
• Ability to resolve issues at first point of contact.
• Collaborative team player with pro-active mindset.

Responsibilities

• Provide quality housing information and advice to internal and external customers.
• Handle complaints and promote use of digital services.
• Administer the Digital Lettings Service and support Allocations policy.
• Support Housing & Asset Management teams and coordinate across departments.

Skills

Communication

Customer service

Collaboration

Problem solving

Job description

Customer Services Adviser

Closing Date: 14/10/2026

Role: Customer Services Adviser

Salary: EVH Grade 5 £31,792 - £35,322

Contract: Full time

Hours: 35 hours (across 5 days)

Location: 18-20 Market Street, Haddington

Are you passionate about delivering excellent customer service and keen to make a real difference in people’s lives by supporting them with the services that help turn a house a home?

We are a growing organisation that builds and manages a range of homes to meet a variety of needs in East Lothian, and we are looking for an enthusiastic and motivated individual to join our Customer Services team.

This is an exciting opportunity to be part of a team that supports our tenants and customers by providing professional and accurate information and advice, helping them to resolve issues, access services and feel confident that they are being listened to and supported.

If you enjoy helping people, solving problems and working in a role where your contribution genuinely matters, we would love to hear from you.

The Role

As a Customer Services Adviser, you will be responsible for providing quality housing information and advice to internal and external customers, with a focus on first point of contact resolution. You will ensure customers receive accurate, accessible information, advice and assistance on issues such as repairs and maintenance, tenancy management, rent payments, neighbour nuisance and anti-social behaviour.

You will handle customer complaints and promote take up of our digital services.

As part of a Team, you will also be responsible for the administration of our Digital Lettings Service, and for implementing our These Homes (Allocations) Policy, ensuring our homes are let in line with targets. You will provide administrative support to both our Housing & Asset Management Teams and will be expected to work collaboratively across all departments.

About You

You will be a compassionate, patient and respectful person with strong communication skills, committed to delivering high standards of customer care and continuous improvement.

The role will be challenging and varied, and will require an eye for detail, the ability to multi-task and flexibility to prioritise workload depending on the demands of the service, to meet the needs of our customers.

You will also be a collaborative team player with a proactive and solution-focussed mindset and must have a ‘can-do’ attitude.

Why Join Us

We are a values-led organisation where customer experience truly matters, and if you like helping others, this role provides an opportunity to make a real and positive difference to the lives of our tenants and other service users.

We are a friendly and supportive organisation that offers generous conditions and a great work/life balance. Some of the benefits include:

• 30 days annual leave plus public holidays
• Flexible working
• A Defined Benefit Pension Scheme with employer contributions
• Employee Advice Service including counselling
• Simply Health Care Plan

ELHA is committed to Equal Opportunities.

Scottish Charity No: SC028900.

Published on 28/09/2026

Closing date for applications: Noon Wednesday 14 October 2026

Interviews are expected to take place during week commencing 19 October 2026.

As a Disability Confident Employer, we’ll interview all disabled candidates who meet all of the essential requirements for the post. If you tell us that you’re disabled, we’ll ensure that we make reasonable adjustments during each stage of the recruitment and selection process and if you join us, to where and how you work.