Customer Support Adviser

Saxon Weald; Southwater; Hybride; GBP 25 000 - 30 000; Plein temps

Avantages offerts par ce poste

27 days annual leave

Excellent pension contributions (3x up

Life assurance 4x salary

Medical expense cashback

Employee Assistance Programme

Gym discounts

Cycle to work scheme

Hybrid working

Office in Horsham

Résumé du poste

Saxon Weald is seeking two Customer Support Advisors for Horsham, West Sussex. One permanent role and one 4-month fixed-term contract are available, offering support to customers accessing services and resolving issues to keep homes safe and well-maintained.

You'll be the first point of contact, handling inquiries by phone, email, online and face-to-face, raising repair requests and coordinating with contractors for timely, compassionate service.

Qualifications

• Experience in social housing, repairs, or property-related customer service.
• Customer-focused with the ability to achieve the best outcome for customers.
• Ability to act quickly when issues affect the home and to escalate appropriately.

Responsabilités

• Respond to inquiries by phone, email, online and in person.
• Raise repair requests and liaise with contractors for timely service.
• Identify health and safety, safeguarding and property concerns.
• Support customers with complaints and anti-social behaviour reports.
• Maintain CRM records and ensure enquiries are resolved first time.
• Provide clear communication, empathy and reassurance throughout the journey.

Connaissances

Customer service

Empathy

Communication

Problem solving

Outils

CRM system

Description du poste

Customer Support Advisor

Horsham, West Sussex

37 hours per week

Circa £27,698 per annum

Are you an empathetic and caring person, passionate about helping others? We're looking for two Customer Support Advisors to join our team, with one permanent position and one 4-month fixed-term contract available. We're looking for people who share our commitment to delivering excellent customer service and ensuring customers receive the support they need, when they need it. You'll understand the importance of safe and secure homes, take ownership of issues, and genuinely want to do the right thing for customers.

About the role

As a Customer Support Advisor, you'll be the first point of contact for many of our customers, helping them access services, resolve issues and receive the support they need. Working closely with colleagues and contractors, you'll play a vital role in ensuring repairs and customer enquiries are managed effectively and compassionately.

On a day-to-day basis, you will:

• Respond to customer enquiries by phone, email, online and face-to-face.
• Raise repair requests and liaise with contractors to ensure customers receive a timely and effective service.
• Identify and escalat concerns relating to health and safety, safeguarding and property condition.
• Support customers through complaints, anti-social behaviour reports and other housing-related enquiries.
• Maintain accurate records using a CRM system and ensure enquiries are resolved right first time.
• Provide clear communication, empathy and reassurance throughout the customer journey.

What we're looking for

We're particularly interested in hearing from people who have experience in social housing, repairs, property maintenance or other related sectors.

Our ideal candidate will:

• Have experience handling repairs, housing enquiries, property issues or similar customer requests.
• Be genuinely customer-focused and committed to achieving the best outcome for customers.
• Understand the importance of acting quickly when customers report issues affecting their home.
• Be confident handling challenging conversations with empathy and professionalism.
• Recognise when an issue needs escalating and take ownership of seeing things through.
• Be organised, resilient and able to manage a varied workload.
• Communicate effectively with customers, colleagues and contractors.

Why join us?

• 27 days annual leave plus bank holidays
• Excellent employer pension contributions, 3x your contributions up to 12%
• Life assurance 4x annual salary.
• Cashback on day to day medical expenses up to £1300 (limits apply for each category)
• Leading Employee Assistance Programme, gym discounts & cycle to work scheme
• Loyalty scheme for long-serving colleagues including increased annual leave and a hamper
• Hybrid working available with a modern, recently refurbished office in Horsham

DBS Checks

To ensure the safety of our vulnerable customers, this role is subject to a basic DBS check which will disclose details of any unspent cautions or convictions. We know that past incidents don't always reflect who you are today, and we'll carefully consider the details, including the nature of the conviction, the time that's passed, and any positive changes you've made since then.

About Saxon Weald

We're dedicated to creating a fair, inclusive environment where everyone feels they can be themselves. We recognise the value that a diverse workforce brings, and the different perspectives that colleagues from a range of backgrounds can bring. We therefore especially encourage applications from those who may be underrepresented in our organisation, including people from minority ethnic backgrounds, and LGBTQIA+ individuals.

As a disability-confident employer, we are fully supportive of any workplace adjustments that can be made to our recruitment process to give you a fair chance at sharing your skills and experience with us. To discuss further, please contact [e-mail]