Customer Services Advisor

Bromford Housing Group; Wolverhampton; Hybrid; GBP 21,000 - 25,000; Full time

Benefits offered by this job

Hybrid working

Occupational Health

Menopause champions

Annual health checks

Pension schemes up to 10%

Employee Assistance Programme

Annual allowance £500 for benefits

Generous holiday

CIH qualification funded

Job summary

Bromford Flagship LiveWest (BFL) is seeking Customer Services Advisors to join our growing contact centre. You will be the first point of contact, handling calls, emails and chats with empathy to resolve inquiries and provide accurate information.

You’ll work on a flexible rota with 37.5 hours per week, across weekdays, and enjoy hybrid working across locations and home. We offer training and development to help you deliver outstanding service and progress your career.

Qualifications

• Experience in customer service or call centre is beneficial but not essential.
• Able to handle a variety of channels (phone, email, live chat, digital tools).
• Comfort with technology and learning new systems quickly.

Responsibilities

• Take ownership of customer enquiries from start to finish.
• Provide practical solutions and resolve issues where possible.
• Deliver a professional, empathetic and personalised customer experience.
• Work with colleagues across the organisation to achieve best outcomes.
• Use digital tools and technology to work efficiently and effectively.
• Identify customers needing extra support and ensure they get help.

Skills

Customer service mindset

Communication skills

Calm under pressure

Tech savvy

Ownership & accountability

Collaborative working

Tools

CRM / digital channels

Job description

This is a Fixed term , Full Time vacancy.

Contract:Permanent & 12-month Fixed-term available
Hours: Full-time, 37.5 hours per week, Mon-Fri
Contractual base: Wolverhampton (WV10)
Working pattern: Flexible working rota, between 8am-6pm
Closing Date:Tuesday 10 November

Whether you're looking for a long-term career move or a fixed-term opportunity to develop your skills and experience, we have both permanent and 12-month fixed-term positions available. Simply let us know your preference when submitting your application.

Help make every customer contact count

We're looking for Customer Services Advisors to join our growing Customer Services Centre at Bromford Flagship LiveWest (BFL).

Every day, our customers contact us about the things that matter most to them, from repairs and housing enquiries to support and advice. As one of the first people they speak to, you'll play a vital role in making sure they feel listened to, supported and valued.

This isn't a scripted contact centre role. We're looking for people who genuinely care about delivering great service, can think on their feet, and are motivated by helping customers find the right solution first time.

As BFL continues to bring together colleagues, services and technology into one organisation, this is an exciting opportunity to be part of shaping a modern customer experience that puts customers at the heart of everything we do.

What you'll be doing

You’ll support customers across a range of contact channels including telephone, email, live chat and digital customer services platforms.

• Take ownership of customer enquiries from start to finish
• Provide practical solutions and resolve issues wherever possible
• Deliver a professional, empathetic and personalised customer experience
• Work with colleagues across the organisation to achieve the best outcomes
• Use digital tools and technology to work efficiently and effectively
• Identify customers who may need additional support and ensure they receive the right help

What we're looking for

We're more interested in who you are than having a specific career background.

You’ll be someone who:

• Enjoys helping people and solving problems
• Communicates confidently and professionally
• Remains calm and resilient when handling challenging conversations
• Is comfortable using technology and learning new systems
• Takes ownership and follows through on commitments
• Works collaboratively and embraces change

Previous customer service, contact centre, housing or service-based experience would be beneficial, but it's not essential.

At BFL, we're creating a single organisation with a shared purpose, strong values and a commitment to improving lives through safe, secure and affordable homes.

You’ll receive the training, support and development you need to succeed, while being part of a team that genuinely cares about customers and each other.

If you're passionate about delivering great service and making a difference every day, we'd love to hear from you.

For more information, please refer to the full job description attached to this advert.

What we offer

Hybrid working, with the flexibility to work across our main locations and home

Occupational Health, mental health first aiders, menopause champions and annual health checks

A choice of pension schemes with employer contributions of up to 10%

Employee Assistance Programme that provides 24/7 virtual GP access, prescription service, and talking therapies for you and your family

Annual allowance of £500 to spend on benefits of your choosing, including healthcare plans, dental care, gym membership and much more

Generous holiday, occupational sick pay and paid family leave

Fully funded CIH qualification, if it’s a requirement of your role

About us

We’re part of one of the biggest housing associations in the country, Bromford Flagship . As Bromford, our purpose is simple and honest: we invest in homes and relationships so that people can thrive.

We provide over 47,000 homes in the West Midlands and West of England; we have relationships with more than 112,000 customers; we have a strong balance sheet and we plan to deliver 11,000 more homes by 2032.

But we’re only just getting started.

Through place-based working, our people build progress from the ground up. You’ll find us at the heart of the communities we serve, forging stronger neighbourhood relationships, reacting faster to shifting needs, and planning smarter.

And we’ve created a thriving place of our own – giving brilliant people like you the tools and opportunities to build a future. With development that helps you grow in your role, build future‑ready skills, and perform at your best. All within a vibrant and inclusive culture guided by our values.

We’re a place for people determined to make a difference.

Bromford. A place to make your own.

Our commitment to equality, diversity and inclusion

We’re proud to be recognised as a Great Place to Work, thanks to our inclusive, values-driven culture. We know that diverse teams bring out the best in everyone, and we are committed to creating a workplace where everyone feels valued, supported, and able to thrive.

We are a proud "Disability Confident" (Level 2) and Menopause Friendly employer and have signed the Armed Forces covenant to support those who serve.

We encourage people from all sections of our community to apply for jobs with us. Particularly, we welcome those that have been historically underrepresented in areas of our workforce including people from ethnic minority backgrounds, disabled people and members of the LGBTQIA+ community.

Wherever possible, we offer flexible working arrangements to help you balance your work and personal life, alongside the tools, training, and opportunities you need to develop and succeed in your career.