Housing Support Specialist — Customer Service Advisor

Home Group; Newcastle upon Tyne; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Health cash plan

34 days leave (including bank holidays

Volunteer days

Job summary

Home Group is seeking a customer-focused contact centre adviser in Newcastle upon Tyne to help customers via phone, live chat and email. You’ll resolve queries, offer housing guidance, and promote self-service options, handling feedback with empathy and professionalism.

This role requires comfort with modern IT systems, strong communication, and the ability to stay calm under pressure while delivering an excellent customer experience. Benefits include a Health Cash Plan and generous leave.

Qualifications

• Experience in a fast-paced, customer-focused environment.
• Sound judgement and practical problem-solving skills.
• Ability to handle challenging calls and complaints calmly, deescalating challenging situations.
• Confidence with technology—laptops, smartphone apps, and systems.
• Excellent written and verbal communication tailoring your style to the needs of our diverse customers.
• Strong attention to detail, even under pressure.

Responsibilities

• Act as the first point of contact for customers via phone, live chat, and email
• Provide warm, professional, and tailored support, answering queries and resolving issues
• Offer expert housing advice and promote self service options where appropriate
• Handle feedback and complaints with empathy, ownership, and professionalism
• Use modern IT systems to efficiently manage queries, appointments, and repairs

Skills

Customer service

Problem solving

Communication

Tech savvy

De-escalation

Attention to detail

Job description

Home Group is seeking a customer-focused contact centre adviser in Newcastle upon Tyne to help customers via phone, live chat and email. You’ll resolve queries, offer housing guidance, and promote self-service options, handling feedback with empathy and professionalism.

This role requires comfort with modern IT systems, strong communication, and the ability to stay calm under pressure while delivering an excellent customer experience. Benefits include a Health Cash Plan and generous leave.