Healthy Homes Customer Experience Assistant

Wheatley-Group; Glasgow; On-site; GBP 27,000 - 29,000; Part time

Job summary

Wheatley Homes Glasgow is seeking a Healthy Homes Customer Experience Assistant to join the Repairs Team. You will engage customers across phone, text and email, taking ownership of enquiries and providing empathetic, professional service to progress cases and resolve issues at the first point of contact where possible.

You will help customers experiencing damp and wider Healthy Homes issues, ensuring timely updates, maintaining accurate records and collaborating across teams to deliver a

Qualifications

• Experience delivering customer service across multiple channels (phone, SMS, email).
• Ability to take ownership of enquiries with empathy and professionalism.
• Organised and able to manage a fast-paced workload while using digital systems.

Responsibilities

• Engage with customers across telephone, SMS and email channels.
• Own enquiries and resolve issues at first point of contact where possible.
• Monitor cases, provide updates and escalate risks or delays when needed.
• Maintain accurate records and inform customers of next steps.
• Contribute to service improvements by sharing feedback with colleagues.

Skills

Customer service

Empathy

Organisation

Digital literacy

Teamwork

Tools

CRM software

Job description

Wheatley Homes Glasgow

Job title: Healthy Homes Customer Experience Assistant

Salary: SCP 16-18 (£27,300 - £28,938) pro rata, per annum

Contract: Temporary

Work pattern: 35 hours per week worked Monday to Friday

Location: 350 Darnick Street, Glasgow, G21 2 (Fixed Office Based Worker)

Interview: Will be held on Wednesday 4th November

Role requirement: Level 1 Disclosure check required

We have an exciting opportunity to join our Repairs Team as a Healthy Homes Customer Experience Assistant, where you’ll be at the heart of delivering outstanding service to our customers.

About the role:

Working as part of a highly motivated and supportive team, you’ll engage with customers across a range of channels including telephone, SMS and email. You’ll take ownership of enquiries, providing a professional, empathetic and consistent service, resolving issues at the first point of contact wherever possible.

This is more than a traditional customer service role. You’ll play a key part in supporting customers experiencing damp, mould and wider Healthy Homes issues, helping to ensure their cases progress effectively and in line with key timescales and legislation. You’ll monitor customer cases, provide clear updates, and identify and elevate any risks, delays or concerns to ensure our customers are kept safe and supported.

Day-to-day, you’ll help support our customer journey — all while ensuring accurate records are maintained and customers understand what will happen next.

You’ll also contribute to improving our services by capturing customer feedback and working collaboratively with colleagues and partners across our organisation to deliver a sector-leading Healthy Homes customer experience.

Who we are looking for:

We’re looking for people who are passionate about delivering excellent customer service and making a real difference to customers’ lives.

You’ll be someone who:

• Enjoys speaking to and supporting customers across multiple channels
• Can listen, understand and respond with empathy and professionalism
• Takes ownership of queries and works proactively to find solutions
• Is organised and able to manage a fast-paced, varied workload
• Is confident using digital systems and technology
• Builds positive relationships with colleagues and works well as part of a team
• Demonstrates a positive, inclusive and customer-first approach in every interaction

For a chat about the role, please contact Gillian Edwardson, Healthy Homes Customer Experience Manager on [e-mail] or 07786340890.

Closing date: Sunday 1st November at 5pm

For an application pack and detailed job profile, please see below.

We want all our candidates to shine. If you need any reasonable adjustments to help you feel more comfortable during the recruitment process, please contact our Recruitment Team at [e-mail]