Housing Helpdesk Advisor - Flexible Shifts

Sureserve Group; Liverpool; Hybrid; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Contributory pension scheme

Annual leave purchasing scheme (ALPS)

Life assurance

Enhanced family leave policies

Sureserve Benefits Hub

Job summary

Sureserve Group is seeking confident, customer-focused Contact Centre Advisors to join our busy Liverpool-based contact centre. You will handle a high volume of calls and live chat for housing clients, delivering professional, empathetic service and resolving issues where possible.

The role requires working a 40-hour week with a rotating pattern including evenings and weekends. Salaries are quoted at £27,976 per annum, and you’ll be part of a team that values reliability and continuous

Qualifications

• Previous experience in a call centre or customer service environment.
• Strong communication and the ability to stay calm under pressure.
• A genuine passion for helping people and delivering quality service.
• Confidence using Microsoft Outlook and learning new software quickly.

Responsibilities

• Handle a high volume of inbound and outbound customer calls / live chat on behalf of multiple housing associations.
• Deliver exceptional customer service, ensuring every caller feels heard, supported, and valued.
• Accurately log information, update systems, and follow processes to ensure smooth case handling.
• Resolve customer queries at first point of contact wherever possible.
• Escalate complex issues to specialist teams / Team Leaders when required.
• Work collaboratively with colleagues and client teams to maintain service excellence.
• Meet regular performance targets around call quality, productivity, and customer satisfaction.
• Contribute to continuous improvement by sharing customer insights and identifying recurring issues.
• Work flexibly as part of a rota that includes evening and weekend shifts.

Skills

Call centre experience

Strong communication

Customer-focused

Outlook proficiency

Proactive problem solving

Flexible hours

Tools

Outlook

Job description

Sureserve Group is seeking confident, customer-focused Contact Centre Advisors to join our busy Liverpool-based contact centre. You will handle a high volume of calls and live chat for housing clients, delivering professional, empathetic service and resolving issues where possible.

The role requires working a 40-hour week with a rotating pattern including evenings and weekends. Salaries are quoted at £27,976 per annum, and you’ll be part of a team that values reliability and continuous