Customer Services Advisor

NFP People Limited; Greater London; Hybrid; GBP 29,000; Full time

Job summary

A housing services organization is seeking a Customer Services Advisor to be the first point of contact for residents in London. With a focus on delivering high-quality customer service, you will manage inquiries and resolve issues while working in a small collaborative team. Key qualifications include experience in customer service, strong IT skills, and excellent communication abilities. The position is hybrid, requiring full-time commitment with a mandatory office day on Tuesdays.

Qualifications

• Experience providing high quality customer service, particularly in difficult situations.
• Excellent written and verbal communication skills.
• Ability to handle a high volume of inquiries efficiently.

Responsibilities

• Managing customer enquiries by phone and email.
• Handling tenancy and responsive repair queries, raising works orders.
• Responding to complaints professionally and helping drive improvements.

Skills

Customer service experience

Communication skills

Strong IT skills

Ability to manage difficult conversations

Organisational skills

Tools

Microsoft Office

Works ordering systems

Microsoft Dynamics

Job description

Overview

Customer Services Advisor

We are seeking a confident and empathetic Customer Services Advisor to be the first point of contact for residents and help deliver excellent housing services.

Position: Customer Services Advisor

Salary: £28,357 per annum

Location: Hammersmith with hybrid working

Hours: Full time, 35 hours per week including a mandatory office day on Tuesdays

Contract: Permanent

Closing date: Friday 19 December 2025

Interview date: Week commencing 12 January 2026

About the Role

You will be part of a small and collaborative customer services team providing a reliable, positive and professional service to residents. Acting as the first point of contact, you will handle a high volume of enquiries, resolve issues quickly, and ensure that residents feel listened to and supported.

• Managing customer enquiries by phone and email, providing clear and accurate information
• Handling tenancy and responsive repair queries, raising works orders and keeping residents informed
• Keeping records and systems updated with detailed and accurate notes
• Liaising with contractors to ensure repairs are completed efficiently
• Supporting rent and service charge enquiries, including taking payments
• Helping to manage voids and lettings by keeping applicant information up to date
• Working with colleagues across the organisation to ensure a seamless and resident focused service
• Responding professionally to complaints and helping drive improvements based on resident feedback
• Ensuring all work complies with policies, procedures, safeguarding and data protection requirements

About You

We are looking for someone organised, calm under pressure and committed to delivering the best possible customer experience.

You will have:

• Experience providing high quality customer service, including managing difficult conversations
• Excellent written and verbal communication skills
• Strong IT skills, including confidence using Microsoft Office
• Experience handling a high volume of calls
• Ability to prioritise workload and work to deadlines
• A collaborative approach and the confidence to use your own judgement
• Empathy, professionalism and a commitment to supporting residents
• An understanding of equality, diversity and inclusion

It would be an advantage if you have experience with works ordering systems or Microsoft Dynamics, or knowledge of basic property maintenance, but full training will be provided.

About the Organisation

The organisation provides affordable, safe and good quality homes for single women across London, with almost 1000 properties and the largest sheltered housing provision for single women in Kensington and Chelsea. With a proud history dating back to 1920, the organisation is driven by strong values, a resident first approach and a commitment to championing women's housing needs. These are exciting times, with over 160 new homes in development and a continued focus on delivering excellent services.

Other roles you may have experience of could include: Customer Service Officer, Housing Assistant, Resident Liaison Officer, Repairs Administrator, Contact Centre Advisor, Customer Support Advisor.

PLEASE NOTE: This role is being advertised by NFP People on behalf of the organisation.