Customer Services Coordinator

PA Housing; Leicester; Hybrid; GBP 21,000 - 32,000; Full time

Job summary

A community-focused housing provider in Leicester is looking for a dedicated customer service professional. In this role, you will respond to resident enquiries, resolve issues, and maintain accurate records. Candidates should have experience in customer service and strong IT skills, with a passion for improving resident experiences. The role offers a competitive salary, hybrid working options after probation, and a range of benefits such as flexible bank holidays and health cash plans.

Benefits

High street discount schemes

Health cash plans

26 days annual leave

Flexible bank holidays

Car leasing scheme

Hybrid working after probation

Optional nine-day fortnight

Qualifications

• Experience in a customer service role is essential.
• Strong IT skills, particularly in Microsoft Office.
• Familiarity with housing management systems is a bonus.

Responsibilities

• Respond to resident enquiries via various communication methods.
• Resolve housing and landlord-related issues at the first point of contact.
• Take ownership of customer queries and ensure accurate logging.

Skills

Customer service experience

Accurate record-keeping

Strong IT skills

Calm approach to queries

Interest in improving experiences

Tools

Microsoft Office

Northgate (housing management system)

Job description

You’ll play a crucial role in supporting our residents and ensuring their experience is as seamless and helpful as possible. Day‑to‑day, you’ll:

Responsibilities

• Respond to resident enquiries via phone, email, webchat, social media, and more
• Resolve a wide variety of housing, repairs, and landlord‑related issues as a first point of contact
• Take ownership of customer queries, ensuring they are passed to the right teams when needed
• Use internal systems and knowledge resources to provide consistent, accurate advice
• Spot opportunities for service improvement and work with stakeholders to make improvements to the service
• Support new build residents by liaising with managing agents and dealing with defect‑related queries
• Ensure customer interactions are logged correctly in our CRM system
• Build lasting relationships with residents through outstanding service and empathy

Who You Are

We’re looking for someone who’s proactive, caring, and always ready to go the extra mile. You don’t need to know everything from day one – we’ll train and support you. Ideally you’ll bring:

• Experience in a customer service role
• Accurate record‑keeping and data input skills
• Strong IT skills, including Microsoft Office
• Familiarity with housing management systems like Northgate (bonus, not a dealbreaker)
• A calm and confident approach when dealing with a wide range of people and queries
• A genuine interest in helping people and improving their experience

What We Offer

We’re proud to offer a workplace that champions respect, integrity, and accountability. If that aligns with your values, we’d love to see your application.

29,870 rising to 31,140 per annum (Pro rata to 21,353) upon successful completion of your probation period – Permanent NEW.

Role involves working a shift pattern between Monday and Friday, 8am to 8pm, with a rota’d Saturday shift from 9am‑12pm and Sunday shift 10am‑2pm. We also have fixed‑term opportunities that may be considered throughout the process.

• High street discount schemes
• Health cash plans
• 26 days annual leave, increasing to 29 after three years (plus the option to buy more)
• Flexible bank holidays – use them when it suits you
• Car leasing scheme
• Hybrid working after your initial six‑month probation period – flexible to work from home two to three days a week
• Optional nine‑day fortnight working pattern

Salary & Benefits

In addition to a competitive salary, you’ll enjoy a range of great benefits including the above and more.