Housing Support Centre Advisor – First-Call Resolution

Sureserve Compliance North West; Liverpool; On-site; GBP 21,000 - 25,000; Full time

Benefits offered by this job

Contributory pension scheme

Annual leave purchasing scheme

Life assurance

Enhanced family leave policies

Sureserve Benefits Hub

Virtual GP service

Employee Assistance Programme (EAP)

Bike2Work Scheme

EV Car Scheme

Employee engagement events

Job summary

Sureserve Compliance North West in Liverpool is seeking confident Contact Centre Advisors to join our busy team. You will be the first point of contact for tenants and service users, handling a high volume of inbound/outbound calls and live chat with professionalism, empathy, and efficiency.

This fast-paced role emphasizes resolving queries on first contact, logging information accurately, and working with housing client teams to maintain service standards.

Qualifications

• Previous experience in a call centre or customer service environment is essential.
• Experience supporting housing clients is a bonus but not required.
• Excellent communication and empathy under pressure.

Responsibilities

• Handle a high volume of inbound and outbound calls and live chat for multiple housing associations.
• Deliver exceptional customer service, making callers feel heard and valued.
• Log information accurately, update systems, and follow processes for smooth case handling.
• Resolve queries at first point of contact wherever possible.
• Escalate complex issues to specialist teams or Team Leaders when required.
• Work with colleagues and client teams to maintain service excellence.
• Meet performance targets around call quality, productivity, and customer satisfaction.
• Identify recurring issues and contribute to process improvements.
• Support a rotating schedule including evenings and weekends.

Skills

Customer service

Call centre experience

Communication skills

Team collaboration

Shift flexibility

Outlook proficiency

Tools

Microsoft Outlook

Job description

Sureserve Compliance North West in Liverpool is seeking confident Contact Centre Advisors to join our busy team. You will be the first point of contact for tenants and service users, handling a high volume of inbound/outbound calls and live chat with professionalism, empathy, and efficiency.

This fast-paced role emphasizes resolving queries on first contact, logging information accurately, and working with housing client teams to maintain service standards.