Hybrid Customer Service Advisor — First Contact & Digital Support

Cairn Housing Association; Inverness; Hybrid; GBP 30,000 - 32,000; Part time

Job summary

Cairn Housing Association is hiring a part-time Customer Service Advisor in Inverness. You will act as the first point of contact for enquiries, supporting multiple departments and delivering accurate information against service standards.

The role emphasizes a high standard of service across channels (phone, email, webchat) and requires knowledge of internal processes. The position is permanent, with a hybrid pattern and 3 days remote.

Responsibilities

• Maintain the day-to-day operation of the Cairn Connect service, taking ownership of customer enquiries and ensuring customer information is efficiently and effectively handled within agreed service level agreements to meet the expectations of our customers.
• Assisting in the delivery of key business services, including Income Management payments and administration, Tenancy Services housing enquiries, antisocial behaviour, Repairs reporting and invoice administration and general day-to-day business enquiries, where possible offering a first-time resolution service to meet our key performance indicators.
• Delivers a high level of customer service to all internal and external customers using various sources including telephone, email, face to face, webchat and other digital platforms to ensure an excellent customer journey.
• Perform effective data capture/management using various software systems, to enable accurate reporting and monitoring.
• Maintain and assist with partnership working across the group to ensure collaborative working and consistency of service in key areas and to promote a streamlined one team way of working.

Job description

Cairn Housing Association is hiring a part-time Customer Service Advisor in Inverness. You will act as the first point of contact for enquiries, supporting multiple departments and delivering accurate information against service standards.

The role emphasizes a high standard of service across channels (phone, email, webchat) and requires knowledge of internal processes. The position is permanent, with a hybrid pattern and 3 days remote.