Customer Services Advisor

Changeworknow is part of the Access Group; Dartford; Hybrid; GBP 24,000 - 39,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Moat is seeking a Customer Services Advisor to be the first point of contact for customers, contractors and suppliers across housing-related queries. You’ll handle calls, emails and webchat with empathy and professionalism, and begin with six weeks of training in our Dartford office to build knowledge of systems and services.

After training, you’ll split time between the Dartford office and home (roughly 50/50).

Qualifications

• Friendly, positive, and resilient under pressure.
• A great communicator who is an active listener.
• Comfortable switching between tasks and customer types.

Responsibilities

• Handle inbound calls, emails and webchat, and provide housing-related support.
• Assist customers, contractors and suppliers with a wide range of queries.
• Work as part of a collaborative team to deliver a seamless service.

Skills

Friendly

Active listener

Task switching

Job description

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

Salary: £26,335 to £32,918 per annum (salary offered dependent on experience) plus ECUA of £1929

Salary: £31,103 to £38,879 per annum (salary offered dependent on experience)

Location: Head Office - Dartford

Closing Date: 11 October 2026

Customer Services Advisor

Join Our Team as aCustomer Services Advisor!

Location:Hybrid - Crossways Business Park, Dartford & Home

Hours:35 hours per week, Monday to Friday (will also consider part-time hours)

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

Contract:Permanent

Start date will be on Monday 07 December 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 teamthat 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

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

We believe inagile 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.

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.

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.

If you want a rewarding job where you can make a difference and work with a supportive team, Moat is the right place for you!

It's really important that you provide as much detail as possible in your application. We're keen to understand your interest in the role and how you meet the requirements, so please make full use of the spaces provided to tell us about your experience, skills, and what makes you a great fit for our team.

Previous applications of the last 6 months need not apply.