Customer Support Adviser (18 hours per week)

Selwood Housing; Trowbridge; On-site; GBP 40,000 - 60,000; Part time

Job summary

A community-focused housing association is seeking a Part-Time Customer Support Adviser to provide exceptional service via telephone and email. In this 18-hour weekly role, you'll process enquiries and manage service requests while ensuring customer satisfaction and following company policies. Ideal candidates will have a strong customer focus, excellent communication skills, and experience with CRMs. Join a supportive team that values your contributions and commitment to helping others.

Benefits

Competitive salary

Generous holiday entitlement

Life assurance

Flexible working opportunities

Competitive pension

Cycle to work scheme

Ongoing training and development

Supportive team environment

Qualifications

• Proven experience in a customer-focused environment.
• Previous experience with a CRM management system.
• Ability to cover out-of-hours emergencies as needed.

Responsibilities

• Handle customer enquiries via telephone and email.
• Progress repair requests and maintain CRM records.
• Provide reception cover when necessary.
• Ensure all interactions are positive and efficient.

Skills

Customer focused

Good standard of literacy and numeracy

Excellent telephone manner

Experience with Microsoft Office

Ability to plan and prioritize

Education

Minimum of grade 4/C in English and Maths or equivalent

Tools

CRM management system

Microsoft Outlook

Microsoft Word

Microsoft Excel

Job description

Behind every telephone call or email is a customer who needs to be heard - and we’re here to listen and deliver solutions.

If you’re passionate about helping people and looking for a role where every interaction truly makes a difference, join our Customer Support team. As a Part-Time Customer Support Adviser (18 hours per week), you’ll be the first point of contact for our customers, delivering exceptional service across telephone and email.

About the Role

As a Part-Time Customer Service Adviser (18 hours per week), you’ll be the first point of contact for our customers, ensuring every interaction is handled with care and professionalism. You’ll respond to enquiries via telephone and email, working within set policies and procedures to deliver timely, accurate solutions.

This role is varied and rewarding - from scheduling repairs and managing service requests through our CRM system to providing reception cover and assisting with administrative tasks. You’ll play a key part in achieving first-time fixes, maintaining high customer satisfaction, and supporting the wider team to meet KPIs.

If you thrive in a busy environment, enjoy problem-solving, and want to make a real difference to our customers and community, this is the role for you.

What you’ll do:

• Receive a wide range of enquiries from customers, processing and responding to them within set targets, policies and procedures.
• Progress any repair requests on behalf of customers, ensuring they are advised of the outcome and that actions are recorded on the CRM system.
• Be able to provide reception service, working within set targets, policies and procedures.
• Develop a clear understanding of the invoice process and is able to carry out basic payment processing.
• Be prepared, for exceptional emergencies, to cover out of hours, and weekends to ensure effective business continuity at all times.

What we’re looking for:

We’re looking for someone who shares our values and is committed to delivering outstanding customer experiences:

• Customer Driven – You put customers at the heart of everything you do, ensuring every interaction is positive and every enquiry is resolved quickly and professionally.
• Accountability – You take ownership of your work, from handling calls and emails to updating CRM records accurately, delivering a reliable and efficient service.
• Develop & Learn – You’re eager to grow your knowledge of our processes and systems, embracing every opportunity to improve and contribute to team success.
• Champion Communication – You communicate clearly and confidently with customers and colleagues, making complex information simple and accessible while maintaining a friendly, professional tone.

You’ll bring:

• Good standard of literacy and numeracy (minimum of grade 4/C or above in English and Maths) or equivalent.
• Excellent telephone manner.
• Experience of Microsoft office, specifically outlook, word and excel.
• Previous experience in a customer focused environment.
• Proven experience of a CRM management system.
• Demonstratable ability to plan and prioritise own workload.

For further information on the role, please review the job description attached to the advert.

Why join Selwood Housing?

At Selwood Housing, we believe everyone deserves a safe, secure and affordable place to call home. As a not-for-profit housing organisation, we own and manage over 7,000 homes across the South west – and we’re growing. With a bold ambition to build 1,700 new affordable homes by 2034, we’re investing in the future of local people and places.

Some of our benefits include:

• Competitive salary
• Generous holiday entitlement
• Life assurance
• Flexible working opportunities
• Competitive pension
• Cycle to work scheme
• Ongoing training and development
• A supportive team environment where your contribution really matters

Ready to make every interaction count?

Apply today and join a team that values your skills and puts our customers first!

At Selwood, we strive to respect the diversity of our staff. We care deeply about inclusivity and encourage candidates from all backgrounds, demographics, and identities to apply. We are a Disability Confident employer and will do our very best to provide any adjustments, access, and equipment you feel you may need throughout the interview process, and during your employment with us.

We are keen to build a supportive and rewarding environment, free from discrimination, which works for everyone.

The closing date of this advert is subject to change based on the volume of applications or the hiring timeline