Customer Solutions Advisor

Regen Solutions; Kingston upon Thames; On-site; GBP 60,000 - 80,000; Full time

Job summary

A housing services provider in Kingston upon Thames is looking for a Customer Solutions Advisor to deliver high-quality customer service. The ideal candidate enjoys helping others and has experience in customer-facing roles. Responsibilities include managing housing-related queries and providing professional support. This permanent role offers a competitive benefits package, including annual leave and medical insurance, perfect for those passionate about community impact.

Benefits

25 days annual leave plus bank holidays

Life assurance

Private medical insurance

Wellbeing and counselling services

Qualifications

• Experience in a customer-facing role, preferably in housing or public sector.
• Strong communication skills, both verbal and written.
• Ability to manage challenging conversations with empathy.

Responsibilities

• Act as the first point of contact for residents and clients.
• Log repairs and respond to housing-related enquiries.
• Handle enquiries relating to rent and repairs.

Skills

Customer-facing experience

Excellent communication skills

Strong IT skills

Problem-solving skills

Ability to remain calm under pressure

Tools

CRM systems

Housing management systems

Job description

Customer Solutions Advisor

Kingston Upon Thames | Permanent

We are recruiting for a Customer Solutions Advisor to join a fast‑paced housing services team. This role is ideal for someone who enjoys helping people, thrives in a customer‑focused environment, and has experience handling a wide range of enquiries with professionalism and empathy.

About the Role

You will be the first point of contact for residents and service users, delivering a high‑quality customer service experience across phone and email. You will manage housing‑related queries from start to finish, ensuring issues are resolved promptly or escalated appropriately while keeping residents informed throughout.

Key Responsibilities

• Act as the first point of contact for residents and clients
• Log repairs and respond to housing‑related enquiries
• Answer calls within agreed service levels (20 seconds) and respond to emails promptly
• Handle enquiries relating to rent, repairs, tenancy matters, anti‑social behaviour, and general housing services
• Accurately record all interactions using housing management or CRM systems
• Liaise with internal teams including Repairs, Income, Tenancy Management, Planners, and Planned Works
• Escalate emergency repairs and unresolved cases appropriately
• Follow scripts and procedures to ensure issues are resolved right the first time
• Provide empathetic, professional support, particularly when dealing with vulnerable residents

What We're Looking For

• Experience in a customer‑facing role (housing or public sector experience preferred)
• Excellent communication skills, both verbal and written
• Strong IT skills and confidence using CRM or housing management systems
• Ability to remain calm under pressure and manage challenging conversations
• Strong attention to detail and problem‑solving skills
• Knowledge of social housing services is an advantage

What's On Offer

• Permanent position with strong development and progression opportunities
• 25 days annual leave plus bank holidays
• Salary sacrifice schemes including holiday purchase, EV schemes, and pension contributions
• Life assurance and private medical insurance
• Wellbeing and counselling services
• Retail and lifestyle discount platform
• Enhanced family leave provisions
• Recognition and reward initiatives

All roles are subject to background, identity, and security checks. If you're passionate about delivering excellent customer service and making a positive impact within local communities, we'd love to hear from you.