Customer Services Assistant

Salvation Army Housing Association (saha); Bolton; On-site; GBP 21,000 - 25,000; Part time

Benefits offered by this job

26 days annual leave

Healthcare cashback

Matched pension up to 6%

Enhanced family leave

Sick pay

Financial support options

Volunteering days

Cycle to Work

Private medical insurance

Career development

Inclusive culture

Job summary

Salvation Army Homes in Bolton is seeking a Customer Services Assistant to deliver a friendly, multi-channel service to tenants and applicants. You will handle enquiries by phone, email, and web chat, provide accurate information, and resolve issues at first contact where possible.

The role is 28 hours over five days, with a flexible core schedule to support work-life balance. You’ll join a supportive team committed to Safe Homes.

Qualifications

• Be a confident and capable communicator, not fazed by difficult situations.
• Be able to build trusting, professional relationships and have a high level of resilience.
• Take an asset-based approach to empowering people to develop their skills, strengths and talents.
• Have good knowledge or experience of working with homeless people, and / or supporting vulnerable people or groups,
• Understand or learn about community resources and organisations that can help our clients

Responsibilities

• Handling customer enquiries via telephone.
• Responding to emails in a professional and timely manner.
• Assisting customers through web chat services.
• Managing written correspondence and providing accurate information and advice.
• Resolving enquiries at the first point of contact wherever possible, ensuring a high standard of customer service.

Job description

Salvation Army Homes

The Role

Are you an enthusiastic, proactive, creative and empathetic person with a passion for inspiring people and creating sustainable communities? Are you a positive, people-oriented team player and manager who thrives on getting the best deal possible for tenants and developing their strengths, talents and the community they live in? If so, Salvation Army Homes has an exciting opportunity for Customer Services Assistants to join our Customer Services team. At Salvation Army Homes, we are dedicated to providing comprehensive, good quality housing services, support and resettlement.

What you’ll be doing

The Customer Services Assistant will deliver an efficient and effective multi-channel customer service experience by:

• Handling customer enquiries via telephone.
• Responding to emails in a professional and timely manner.
• Assisting customers through web chat services.
• Managing written correspondence and providing accurate information and advice.
• Resolving enquiries at the first point of contact wherever possible, ensuring a high standard of customer service.

What you’ll bring

Blend essential experience and behaviours:

• Be a confident and capable communicator, not fazed by difficult situations
• Be able to build trusting, professional relationships and have a high level of resilience.
• Take an asset-based approach to empowering people to develop their skills, strengths and talents.
• Have good knowledge or experience of working with homeless people, and / or supporting vulnerable people or groups,
• Understand or learn about community resources and organisations that can help our clients

Working Arrangements

• This is a hybrid position based in Bolton, with 28 hours per week worked over five days, Monday to Friday, with flexible core working hours to support work-life balance.
• The postholder must be able to travel and work within Bolton.

Our Offer

In return, we offer a competitive and supportive benefits package, including:

• 26 days annual leave plus bank holidays, increasing to 31 days
• Westfield Healthcare Cash Back Plan (including cashback for optical, dental, therapies, plus 24/7 GP access and counselling support)
• Matched pension scheme up to 6% (with salary sacrifice option)
• Enhanced family leave from day one, including enhanced maternity/adoption and paternity pay
• Occupational sick pay
• Financial support options, including season ticket loans, emergency loans, mortgage advice and wellbeing support
• Paid volunteering days
• Cycle to Work Scheme
• Discounted private medical insurance
• Support to learn, broaden your skills and develop your career
• A fun and inclusive work culture where individual differences are valued and championed

Closing date: 21 August 2026 (please note we may close the vacancy early if we receive a large volume of applications)

About The Company

Founded in 1959, Salvation Army Homes is a registered provider and exempt charity, and a subsidiary of The Salvation Army. We are a specialist provider of housing and support services across England, owning and managing around 4,500 homes in partnership with 79 local authorities. We provide general needs housing, supported accommodation, and homes for older people.

If you join our passionate staff team you will be contributing to our mission; "Safe Homes.Transform Lives" where you will make a positive difference to residents, who are at the heart of everything we do.

Guaranteed interview scheme:

Please let us know if you have a disability, are a Salvation Army Homes resident or ex-resident, are a care leaver, or ex veteran as we guarantee an interview if you meet the minimum requirements of the role.

As an equal opportunities' employer, Salvation Army Homes is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We invite and welcome applications to apply for Salvation Army Homes opportunities without concern of bias or discrimination.

If you require any adjustments or support to enable you to participate fully in the selection process, please let us know. We are committed to ensuring an inclusive and accessible recruitment experience.