Customer Services Advisor

Moat Homes; Dartford; Hybrid; GBP 24,000 - 30,000; Full time

Job summary

Moat is hiring a Customer Services Advisor in a hybrid role based at Crossways Business Park, Dartford, with home-working days. You will handle inbound calls, emails and webchat about housing-related queries, supporting customers, contractors and suppliers.

The role includes an initial six weeks of training in the Dartford office, then a balanced 50/50 split between office and home. We seek friendly, positive, and resilient individuals who communicate well, listen actively, manage multiple

Qualifications

• Friendly, positive, and resilient under pressure.
• Great communicator with active listening skills.
• Able to switch between tasks and customer types.
• Passionate about delivering excellent customer service.

Responsibilities

• Answer inbound calls, emails and webchat from customers, contractors and suppliers.
• Handle housing-related queries with empathy and professionalism.
• Support administrative tasks and data entry as part of a busy team.
• Work collaboratively to provide a seamless service and assist those in urgent need.

Skills

Friendly attitude

Excellent communicator

Active listening

Customer service excellence

Job description

Join Our Team as a Customer Services Advisor!

Location: Hybrid – Crossways Business Park, Dartford & Home

Hours: 35 hours per week, Monday to Friday

Salary: £23,920-£29,900 per annum (salary offered dependent on experience)

Contract: Permanent

Interviews will take place from Monday 21 September 2026.

Start date will be on Monday 02 November 2026.

As a Customer Services Advisor, you’ll be the first point of contact for our customers, contractors, and suppliers. Whether it’s by phone, email, or webchat, you’ll be helping people with a wide range of housing-related queries - no two days are the same!

You’ll work as part of a collaborative, supportive team that handles both inbound calls and administrative tasks. We’re one team, working together to deliver a seamless service to our customers – including those who may be vulnerable or in urgent need.

To set you up for success, your first six weeks of training will take place in our Dartford office, ideally on a full-time basis. This ensures you’re fully supported as you build your knowledge of our systems, services, and customer care approach.

We’re Looking For Someone Who Is

• Friendly, positive, and resilient under pressure
• A great communicator who is an active listener
• Comfortable switching between tasks and customer types
• Passionate about delivering excellent customer service

You don’t need housing experience - we’ll provide full training. What matters most is your can-do attitude and your ability to support customers with empathy and professionalism.

We believe in agile working. After your initial training, you’ll split your time between our Dartford office and working from home - typically 50/50. This gives you the flexibility to manage your time, reduce travel, and still enjoy the benefits of in-person collaboration with your team.

To read about the role in more detail, please refer to the job description here: customer-service-advisor-jd-2025.pdf

About Us

At Moat, we are more than just a housing association; we are a community focused organisation dedicated to making a positive impact on the lives of our customers and the neighbourhoods we serve. With homes across London, Kent, Essex, and Sussex, we strive to provide quality housing and support to those who need it most.

Our Values

• Own it: We take responsibility for our actions and decisions, ensuring that we deliver on our promises to our customers and communities.
• Better together: We believe in the power of collaboration. By working together with our colleagues, customers, and partners, we achieve greater outcomes and strengthen our communities.
• Lead by example: We strive to set high standards in everything we do. Our team members are role models who inspire others through their commitment to excellence and integrity.
• Be the change: We embrace innovation and are proactive in addressing challenges. We encourage our team to think creatively and drive positive change within the organisation and beyond.

Why join us?

Joining Moat means being part of a friendly team that cares about doing great work. We offer competitive salaries, generous time off, and many chances to grow personally and professionally. Our employees have given us great feedback, which is why we were named one of 'The Sunday Times Best Places to Work' in 2025.

Our employee benefits: what we can offer you (youtube.com)

Are you ready to explore the incredible benefits we offer? In this engaging clip, we break down everything you need to know about our employee benefits.

Previous applications of the last 6 months need not apply.

If you require any additional adjustments to the recruitment process, please email [e-mail]