Customer Services Advisors

Flagship Group; Dereham; Hybrid; GBP 27,000; Full time

Job summary

A social housing provider in Dereham is seeking Customer Service Advisors for part-time and full-time roles. The candidates will provide compassionate support for housing-related queries and resolve issues with professionalism. The position offers a competitive salary of £26,732.16 annually and numerous benefits including annual leave, training opportunities, and health programs. Successful applicants will be contacted for group interviews on September 10 and 12, 2025.

Benefits

25 days annual leave

Access to Flagship Rewards Scheme

Company Sick Pay

Health and well-being programs

Qualifications

• Experience in a customer service role, ideally in a contact centre.
• Ability to handle queries with empathy and professionalism.

Responsibilities

• Deliver compassionate support across phone, email, and live chat.
• Handle queries related to housing, repairs, and personal circumstances.
• Take ownership of each interaction, providing clear resolutions.

Skills

Customer service experience

Communication skills

Empathy

Job description

Overview

Would you like to join us on a mission to tackle the housing crisis in the East of England? We're Flagship Housing, a social housing provider with a big heart and a real passion for Equality, Diversity, and Inclusion. Not only will you be part of something truly meaningful, but you'll also enjoy fair pay and some pretty great perks.

We're all about our people and our customers. We live and breathe our values - Great People Doing Great Things, Relentlessly Improving Performance, Spending Money Wisely, and delivering top-notch customer service.

Role

Customer Service Advisors are being recruited for both part-time and full-time roles with a variety of shift patterns.

Responsibilities

As a Customer Service Advisor, you’ll deliver compassionate, accurate, and timely support across phone, email, and live chat. You’ll handle a wide range of queries—often related to housing, repairs, and sensitive personal circumstances—with empathy and professionalism. You’ll take ownership of each interaction, listen actively, and provide clear resolutions, helping build trust and confidence in our services.

Location and Hours

Location: Dereham office, Office Based. Hybrid working opportunities may be considered upon successful completion of probationary period.

Part-time shifts: 16.5 hours per week (including a 30-minute break) across two patterns:

• Monday to Wednesday, 07:30–13:30
• Monday, Tuesday, and Friday, 07:30–13:30

Full-time pattern: 37 hours per week with 7.5 hour shifts from 10:00 to 18:30, Monday to Friday, including a 60 minute break. One shift per week will start later at 10:30. These roles offer structured hours within a supportive and dynamic team.

Please specify the hours and shift you are applying for when submitting your application.

Requirements

Applications are welcomed from people with experience in a customer service role, ideally in a contact centre or similar environment.

Salary and Benefits

Salary: £26,732.16 per annum. FTE equivalent is £11,895.81 per annum plus a benefits package that includes:

• 25 days annual leave (increasing to 28 days with length of service), with ability to buy and sell leave
• Access to the Flagship Rewards Scheme offering savings on groceries and VIP rewards
• Death in Service Benefit
• Company Sick Pay

Additional benefits include:

• Opportunities for development (including apprenticeships, our Academy, and training options)
• Health and well-being programs and initiatives
• Empowerment (tools and systems to resolve issues)
• A Leadership Team that inspires, develops, and supports you

Application and Interview Process

Please apply via the company website. Attach your CV (MS Word or PDF) and provide a supporting statement outlining why you’re the right person for the job; quote Reference Number 3531 and state you are applying to be a Customer Service Advisor. You may also share a link to a 3-minute video supporting statement in the supporting statement box.

If shortlisted, you will be contacted within 14 days of the application close date via email. Check your email and spam folders regularly.

Interviews: Group assessment centre format, including a team-based task, a written element, and a shortened traditional interview. Allow up to 2 hours for the interview if shortlisted.

Closing Date: 3 September 2025

Interview Dates: 10 and 12 September 2025

Applications may be reviewed, and candidates invited to interview ahead of the close date. We regret that we are only able to contact shortlisted applicants. If you have not heard from us within 14 days of the closing date, your application has been unsuccessful.

No Agencies please.

Customer Services Advisor – Reference Number 3531