Hybrid Frontline Customer Advisor

Cairn Housing Association; Coatbridge, Bellshill, Scotland; Hybrid; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Flexible and hybrid working

Health and wellness support

Tech and cycle schemes

Compassionate leave

Job summary

Cairn Housing Association is seeking two Customer Service Advisors to deliver consistent service to internal and external customers across multiple channels. You will be the first point of contact for enquiries and ensure accurate responses within established service standards.

Responsibilities include supporting Cairn Connect operations, income management, tenancy services, repairs reporting, and general enquiries, with a focus on first-time resolution and collaboration across the group.

Qualifications

• Experience in a fast-paced frontline customer contact centre.
• Proven ability to deliver excellent frontline customer service.
• Understanding of best practices in customer service.
• Demonstrated high level computer skills and customer care abilities.

Responsibilities

• Maintain day-to-day operation of Cairn Connect service and handle customer enquiries.
• Assist in providing income management payments, tenancy services, repairs reporting, and invoicing in line with SLAs.
• Deliver high-quality customer service via phone, email, face-to-face, webchat and other digital channels.
• Capture and manage data across systems to enable accurate reporting and monitoring.
• Work with partners across the group to ensure a consistent, one-team approach.

Skills

Frontline CS experience

Customer service excellence

Computer skills

Right to work checks

Job description

Cairn Housing Association is seeking two Customer Service Advisors to deliver consistent service to internal and external customers across multiple channels. You will be the first point of contact for enquiries and ensure accurate responses within established service standards.

Responsibilities include supporting Cairn Connect operations, income management, tenancy services, repairs reporting, and general enquiries, with a focus on first-time resolution and collaboration across the group.