Customer Services Advisor

Lincolnshire Housing Partnership; Boston; Hybrid; GBP 22,000 - 27,000; Full time

Benefits offered by this job

Wellbeing package up to £1,200/year

Enhanced family leave

Pension up to 12% employer

24 days holiday + bank holidays

Opportunity to earn extra leave

Job summary

Lincolnshire Housing Partnership in Boston is seeking a Customer Service Advisor to be the voice of the organisation, handling queries across phone, email, social media and web chats, and guiding customers to the right teams.

You will help residents understand rent statements, take payments, report repairs, and support lettings, with a training plan from day one and opportunities to progress within the company.

Qualifications

• Experience in a customer service role.
• Strong IT skills with the ability to multi-task on a call.
• Excellent written and verbal communication skills.
• Good time management and proactive service delivery.
• Flexible and a team player.
• Genuine passion for learning.

Responsibilities

• Be the first point of contact via multiple channels (phone, email, social, web chats).
• Diagnose and log repairs and tenancy enquiries; take payments.
• Support lettings process and guide customers to the right teams.
• Provide friendly, professional and effective support that helps customers.

Skills

Customer service

IT skills

Communication

Time management

Teamwork

Empathy

Tools

CRM systems

Job description

Do you want to start a new career that makes a real change to the communities of Lincolnshire?

Are you passionate about helping people and thrive in making a positive difference to their day?

We're looking for a Customer Service Advisor to join our team in Boston.

As a Customer Service Advisor, you'll be the voice of LHP and often the first point of contact for our customers.

You'll play a key role in delivering an excellent customer experience by listening carefully, understanding customer needs, and ensuring their queries are resolved efficiently by the right teams.

No two days are the same - You could be helping a customer understand their rent statement, supporting them to make a rent payment, reporting a repair, or guiding them through the process of requesting permission to make improvements to their home. Whatever the enquiry, you'll be committed to providing friendly, professional, and effective support that makes a real difference to our customers.

We’re more than a housing provider — we’re a purpose ‑ driven team that cares deeply about our customers, our communities, and each other.

Alongside a salary of £24,804 you'll enjoy a fantastic range of benefits, including:

An employee wellbeing package worth up to £1,200 per year (Westfield Health) –

Enhanced family leave and maternity policies

A brilliant salary sacrifices pension scheme — with up to 12% employer contribution

24 days’ holiday (plus bank holidays), increasing annually for your first five years.

Opportunities to earn extra leave for full attendance, plus buy/sell options.

Access to Mental Health First Aiders across the business.

You’ll also join a positive team culture where your development is a priority and your ideas are valued.

What would I be doing as a Customer Service Centre Advisor?

As a Customer Service Advisor, you will find solutions to all customer enquiries as first point of contact, via multiple channel’s Including: telephone, email, social media, SMS, WhatsApp, and web chats.

A large proportion of your role will be diagnosing and logging repairs, tenancy enquires taking payments and supporting our lettings process.

Please download the job description for a full list of the tasks you would be doing.

What will I need to thrive in this role?

The most important thing we look for is your attitude and values. We want someone who: - Builds trust through openness and accountability - Treats every customer with dignity and respect - Works collaboratively with colleagues and partners - Shows genuine empathy and understands different perspectives. If you had

It would be great if you had:

• Experience in a customer service role, whether this be face to face, over email, or over the phone
• Strong IT skills with the ability to multi-task on a call.
• Excellent written and verbal communication skills
• Good time management
• A pro‑active approach to service delivery
• Demonstrate flexibility and be a team player
• A genuine passion for learning, with the drive to continually challenge yourself and grow your expertise.

It would be even better if you had:

• Experience dealing with customers over the telephone
• Experience of working within social housing
• Experience in CRM and contact centre systems

What will be more usual shift pattern?

You will work a shift pattern between 8:30am and 5:30pm, Monday to Friday.

From day one, you'll receive a comprehensive training programme tailored to your individual learning needs. We have found that the most effective way to deliver this training is face-to-face at our Boston office, where you'll benefit from the full support of our team leaders and colleagues.

Once you have developed confidence in our key processes, you'll enjoy the flexibility to work from a variety of locations, including our Boston and Grimsby offices, community hubs or from home.

Will I have opportunities to progress within LHP?

Many of our colleagues begin their journey in Customer Services before progressing into other areas of the organisation.

We're proud that around 30% of our vacancies are filled through internal promotions, reflecting our strong commitment to developing and retaining talent.

Our dedicated Talent team works closely with colleagues to create clear career pathways and development opportunities across the business. After gaining experience in the role, typically after 12 months, you could progress into positions such as Neighbourhood Officer, Income Officer, or a role within our Independent Living team.

Interviews will take place on Monday 7th September in our Boston Office

Finally some key Information

At Lincolnshire Housing Partnership, we’re committed to maintaining a fair, transparent, and accessible recruitment process. Upon request, reasonable adjustments will be made for all candidates.

It's important to ensure that the role you're applying for is the right fit for you. If you have any questions or need more information, please feel free to reach out to our recruitment team [e-mail] for a friendly chat

Please be aware that we may close the vacancy early if we receive a large number of applications or if there are changes in business priorities.

To be eligible for employment with us, you must reside in the UK for the entire duration of your employment. You will be required to provide evidence of your Right to Work during the recruitment process

All offers of Employment is subject to a DBS Check and Satisfactory References

Ground FloorCartergate HouseGrimsbyLincolnshireDN31 2LJUnited Kingdom