Customer Services Advisor

ACCENT housing; Bradford; Hybrid; GBP 22,000 - 29,000; Full time

Benefits offered by this job

Holiday 28 days

Pension scheme

Life assurance

Health plan

Gym discounts

Online GP

Volunteer day

Salary sacrifice pension

Job summary

Accent housing in Bradford is seeking a Customer Services Advisor. This hybrid role involves 3 days in the office and 35 hours per week, Monday to Friday, within 8am–6pm. You will handle rent queries and housing-related issues with empathy and resolve complex cases with support from internal teams.

The spot salary is £25,468 per annum, with DBS and social media checks possible for successful applicants. A strong focus on customer care and clear communication is essential.

Qualifications

• Experience delivering excellent customer service in a fast-paced environment.
• Ability to handle calls and emails with empathy and accuracy.
• Strong problem-solving skills and detail orientation.
• Comfortable logging information in CRM and using MS Office.
• Excellent communication skills, both over the phone and in writing.

Responsibilities

• Assist customers with housing-related matters, from rent queries to complex issues like anti-social behaviour.
• Provide professional, empathetic support to ensure customers feel heard.
• Log information accurately in CRM and coordinate with internal teams to resolve cases.

Skills

Customer service

Communication

Problem solving

CRM

Microsoft Office

Tools

CRM

Microsoft Office

Job description

Location:Hybrid, Bradford (3 days in the office)

Permanent,35 hours per week between 8am and 6pm, Monday - Friday.

With over 21,000 homes across the country, we’re responsible for supporting thousands of customers and their families.

We’re proud to build positive, long-lasting relationships that go beyond housing.The work we do improves livesand creates vibrant communities where people of all backgrounds can thrive.

If you pride yourself on delivering the best customer care and want to use your skills to make a positive impact on families and communities, there’s a place for you at Accent.

About the role

As a Customer Services Advisor, you’ll play a key role in helping our customers with a variety of housing-related matters, from rent queries to more complex issues like anti-social behaviour. We understand that when people have problems related to their home, it can be a stressful time. That’s where you come in – offering professional, empathetic, and resilient support to ensure customers feel heard and supported.

What’s in it for you?

• Work-life balance: We operate Monday to Friday, 8am – 6pm, so your weekends and evenings are free to enjoy time with friends, family, or hobbies.
• Real Impact: You'll have the satisfaction of knowing you’ve helped resolve important issues and made a real difference to someone's home and well-being.
• Training and Support: We'll equip you with all the knowledge and tools you need to handle queries efficiently. For more complex cases, you’ll work closely with our internal teams to deliver the best solution.
• Team Collaboration: While you’ll often resolve issues independently, you’ll also be part of a supportive, collaborative team focused on delivering top-notch service.

To view/download the Customer Services Advisor job description please clickhere .

The Customer Services Advisor spot salary is £25,468 per annum (£14 per hour) for applicants who fully meet the requirements of the post. Applicants, who do not meet all the requirements of the post, will start 5% or 10% below the spot salary.

About you

We’re looking for confident communicators with a talent for delivering clear, accurate information - both over the phone and in writing. You’ll bring experience of delivering excellent customer service in a fast-paced contact centre environment and thrive under pressure, handling high volumes of calls and emails without compromising on quality.

Strong problem-solving skills are a must, as is the ability to navigate difficult conversations with empathy and professionalism. You'll need a keen eye for detail, especially when logging information in CRM systems, and be comfortable using Microsoft Office and other digital tools.

A good grasp of numeracy and literacy will help you explain housing policies and services clearly. Above all, we value resilience, a calm approach under pressure, and a genuine commitment to excellent customer service - even when things get tough.

The successful applicant will be subject to pre‑employment checks, such as DBS and social media screening , before an offer is confirmed.

Customer Services Advisor Interview Process

We want your candidate experience to reflect who we are - aplace to grow, a place to thrive, a place to be you.

Stage 1: A Place to Connect

A teams interview with the hiring manager. You’ll learn more about the role and team, and we’ll get to know you – your experience, goals, and what you bring.

Stage 2: A Place to Show Your Strengths

A role related assessment and behavioural and scenario-based interview focused on how you apply your knowledge to real-life situations. You'll be asked to complete a Customer Service Questionnaire in advance.

We aim to make the process clear, supportive, and genuinely valuable – a place where you feel informed and confident at every step.

A place to build a future

We have big ambitions. That means we need people who are driven to succeed and eager to grow. Here, you’ll have the opportunity to learn new skills, thrive in our collaborative environment, and take your career in different directions. We also support your health and wellbeing with 28 days of holiday plus bank holidays (pro rata for part time) - an extra day to celebrate your birthday and the option to purchase more - a cash health plan, access to an online GP, gym discounts, and a dedicated day to volunteer for a cause that matters to you.

And because we believe in supporting you now and in the future, this is a place to plan for your future - with access to both Defined Contribution and Defined Benefit pension schemes through salary sacrifice, helping you save more efficiently. We also provide life assurance at three times your salary for all colleagues, giving you added peace of mind.

At Accent, we value diversity and want every candidate to feel comfortable and confident during the interview process. If there’s anything we can do to support, you – such as reasonable adjustments to help you showcase your best self, please let us know in advance.

Please don’t delay in submitting your application. Where roles are urgent or we receive a high volume of applications, we may interview and conclude the process prior to any closing date indicated.

If you have any queries about the role, please email: [e-mail]

Please note candidates must have current eligibility to live and work in the UK, Accent do not currently hold a sponsorship license.

If you’re looking for a place you can make a positive difference to society, to our organisation and to your future, apply now.

Recruitment Agencies: We work exclusively with partners on our preferred supplier list (PSL) and do not accept unsolicited CVs or speculative approaches from agencies for this role.