Reach & Respond Relief Adviser

Beyond Housing; Redcar; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading housing association is seeking Reach & Respond relief advisors in Redcar. You will support vulnerable customers by responding to emergency calls and managing service inquiries. Ideal candidates will excel in customer service, multitasking, and have strong communication skills. This role offers a chance to be part of a caring team dedicated to making a difference. Competitive pay and comprehensive benefits package included.

Benefits

Agile working arrangements

Generous holiday entitlement

Competitive pension scheme

Health cash plan

Life assurance

Recognition schemes

Qualifications

• Experience in customer service roles is preferred.
• Ability to manage emergency calls effectively.
• Must be comfortable using IT systems.

Responsibilities

• Support vulnerable customers by responding to calls.
• Handle reports of emergency repairs and community alarm activations.
• Maintain customer records and handle various communication methods.

Skills

Strong relationship building

Exceptional customer service

Ability to stay calm under pressure

Organisational skills

Communication skills

IT proficiency (Excel, Word)

Job description

Do you want to make a difference?

We are looking for two Reach & Respond relief advisors who will fit right in with our amazing team.

As a 24/7 service, this role will support coverage across a variety of shifts to ensure continuous and effective service delivery. The role also provides essential support to the team during periods of annual leave and sickness, helping maintain consistent service levels.

What you’ll be doing

This is a rewarding opportunity to work within our effective call handling service providing in and out-of-hours support to our vulnerable customers. You will be our customer's first point of contact and your job will also include the escalation of calls linked to our Reach & Respond services. You will also be dealing with telephone enquiries from not only our own customers but from a range of other providers who we deliver out-of-hours emergency call handling services for.

Interested? Here’s what we need from you!

We’re looking for people who can build strong relationships, deliver exceptional customer service, and thrive as part of a team that makes a real difference every day. If that sounds like you, we’d love to hear from you!

As this role involves responding to emergency calls, we need someone who can stay calm under pressure and act with confidence, to ensure our vulnerable customers receive the support they need. You’ll be super organised, able to prioritise calls effectively during busy periods while maintaining a quality service. Your responsibilities will also include handling reports of emergency repairs, diagnosing and scheduling appointments for out-of-hours repairs, and handling calls for community alarm activations. You’ll play a key role in identifying the right solutions for our customers, so being great at multitasking and juggling a variety of tasks is essential.

Another part of the role involves responding to customer enquiries we receive through our range of communication methods, such as email and text messages. You'll also create and maintain customer records, which is another reason why we need you to have excellent communication skills and be confident in using IT software such as Microsoft Excel and Word.

This is a great opportunity to be a part of a rewarding team who all care passionately about the people they support.

Rosie Moore is our Advisor Team Leader, so if you fancy an informal chat about the role, why not give her a call on 07798814652.

Closing date for applications is Wednesday 10 December 2025, applications will be reviewed throughout the duration of the advert and we may close it early should enough applications be received. We are not working with recruitment agencies on this vacancy.

Pay award pending minimum 2.2%.

Who is Beyond Housing?

We are proud to be an ethical organisation, deeply embedded in our local communities. With over 15,000 homes, 30,000 customers and 750 colleagues, we're changing lives every day. Our mission is simple; to provide homes customers want, services they value, delivered by people who care. We want to help our customers and communities to succeed and thrive. Considerate, collaborative, ambitious and accountable – that’s just our way of life.

Our offices are more than just the space we work in. We encourage inspiration, creativity and productivity in a relaxed and comfortable environment. We’re looking for people who are travelling in the same direction when it comes to the way we work, live our values and deliver our services. Our reward and recognition offer is pretty impressive too!

We have ambitious plans for further impact, and we need the right people to take this leap with us. It may be challenging at times, but you can be assured that it is going to be rewarding and inspiring. After all, we are changing lives, every day, in all that we do.

Our values are extremely important to us and we want all our colleagues to really live our values every day, we are looking for candidates who show they have the skills to do the role and are aligned with our values.

At Beyond Housing, we are committed to ensuring that all applicants are treated fairly throughout our recruitment and selection processes and are not discriminated against on the grounds of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation.

Why choose us?

The team here at Beyond Housing genuinely cares about the work we do to transform the lives of our customers. We think this is a pretty big reason to love your career at Beyond Housing, and that’s why our benefits package shows Beyond Housing genuinely cares about its teams too.

Here are some details of our employment package:

• Agile working – to give you that positive work‑life balance. This enables you to work up to two days from home (if your role is suitable for that) after you have settled in and learned the ropes.
• Generous holiday entitlement (up to 39 days including bank holidays after 5 years’ service) with the ability to purchase more if you wish.
• Impressive salaries that match the market rate, with a commitment to an annual cost of living rise.
• Commitment to paying the Real Living Wage as defined by the Living Wage Foundation.
• Competitive pension scheme with generous employer contributions, to help you plan financially for your retirement.
• Life assurance to look after your loved ones should the worst happen to you, and generous time off for bereavement if the worst happens to your loved ones.
• Health cash plan, to claim back basic medical expenses such as optical, dental, and complementary therapies, along with free flu jabs to keep you tip‑top.
• A much‑needed caffeine boost with free tea and coffee (and cordial for when you’re feeling parched).
• Recognition schemes such as weekly ‘Cheers For Peers’, ‘Star of the Quarter’ and our prestigious annual Star Awards event.
• Long service awards every 5 years.
• Cycle to work scheme and cycle parking (if you’ve got the legs for it).
• Cashback and discounts scheme covering a range of well‑known retailers and leisure providers to help your money go further.
• Salary sacrifice electric vehicle lease scheme to support cost effective green travel.