Customer Support Advisor

B3 Living; Broxbourne; On-site; GBP 28,000 - 32,000; Full time

Job summary

B3 Living is seeking a Customer Support Advisor based in Hoddesdon to provide essential assistance and support in all customer service channels. In this role, you will manage customer enquiries, handle tenancy issues, and ensure a positive experience for residents while participating in a values-driven team dedicated to transforming housing services.

Benefits

27 days' holiday per year plus bank holidays

Buy and sell holiday scheme

Cross organisational bonus scheme

Up to 12% pension contribution

Life assurance cover

Funded health cash plan or subsidised private medical insurance

Discount vouchers

Enhanced family leave

Car loans and cycle to work scheme

Qualifications

• Experience in customer service or call centre environment.
• Strong commitment to providing excellent service.
• Good understanding of safeguarding practices.

Responsibilities

• Serve as the first point of contact for housing enquiries.
• Diagnose and schedule repairs.
• Manage tenancy and rent accounts.

Skills

Active Listening

Organizational Skills

Communication Skills

Numeracy

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

SharePoint

Job description

Customer Support Advisor
Based in Hoddesdon, Broxbourne, Hertfordshire
37 hours per week
Salary: £28,436 – £31,596 per annum

Do you love solving problems and making people feel heard? Could you thrive at the heart of a team that’s transforming housing services and changing lives every single day?

As a Customer Support Advisor, you will serve as the first point of contact for housing and property-related enquiries, offering friendly, efficient support across all customer service channels. Your responsibilities include diagnosing and scheduling repairs, managing tenancy and rent accounts, processing financial transactions, and handling administrative duties to support service delivery. You’ll also co-ordinate property access, assist with lettings and mutual exchanges, and help maintain compliance and contractor co-ordination, all while ensuring a smooth and positive experience for customers.

We’re looking for someone with…

- A background in customer service or a call centre environment, along with a strong commitment to providing excellent service
- Excellent active listening skills and the ability to resolve enquiries efficiently at first contact
- Great organisational and time management skills, with a sharp eye for detail and the ability to work independently
- Confidence using IT systems, including Microsoft Word, Excel, Outlook, and SharePoint
- Strong written and verbal communication skills, with the flexibility to adapt to changing priorities
- Good numeracy and a basic understanding of safeguarding practices
- The ability to communicate clearly and effectively with people from diverse backgrounds, tailoring their approach to suit individual needs

You will also be required to have a basic criminal record (DBS) check, which we will pay for.

We’re a social business, based in Hoddesdon and across southeast Hertfordshire, helping local people by renting or selling affordable homes. We offer services designed to help our customers live comfortably in their homes and we work to keep our buildings and estates maintained, offering support when money becomes an issue or when people get older.

We enjoy a benefits package that offers something for everyone, including…

- 27 days’ holiday per year plus bank holiday (pro rata for part time colleagues).
- Buy and sell holiday scheme.
- Cross organisational bonus scheme.
- Up to 12% pension contribution.
- Life assurance cover.
- Funded health cash plan or subsidised private medical insurance.
- Discount vouchers.
- Enhanced family leave.
- Range of special leave.
- Car loans, cycle to work and electric car lease scheme.

The closing date for this vacancy is 23rd July 2025.

We are a Disability Confident employer, which means that we offer an interview to a fair and proportionate number of disabled applicants that meet the minimum selection criteria for the job.

Other organisations may call this role Customer Experience Advisor, Housing Services Support Officer, Tenant Services Advisor, Resident Support Coordinator, Housing Contact Centre Advisor, Customer Relations Officer – Housing, Tenancy Support and Enquiries Advisor, Property Services Customer Advisor, or Neighbourhood Services Contact Officer.

All our vacancies are open to flexible working arrangements, something we are really proud of. The extent to which flexible working is possible will vary between jobs according to the needs of the business and our customers. We believe in the benefits of a diverse workforce and strongly welcome applications from those currently under-represented in the organisation, including LGBTQIA+ (lesbian, gay, bisexual, transgender, queer, intersex and asexual), and people under age 30.

So, if you’re looking for a great new role as a Customer Support Advisor, please apply via the button shown. This vacancy is being advertised by Webrecruit. The services advertised by Webrecruit are those of an Employment Agency.