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Cairn Housing Association; City of Edinburgh; Hybrid; GBP 30,000 - 32,000; Part time

Benefits offered by this job

Disability Confident

Job summary

Cairn Housing Association is recruiting two part-time Customer Service Adviser roles in Edinburgh. The positions offer a hybrid working pattern with three days remote, providing an excellent service to internal and external customers across multiple channels.

The successful candidates will be the first point of contact and use broad knowledge of department functions to deliver accurate responses that meet service standards and KPIs.

Qualifications

• Experience delivering customer service across multiple channels (telephone, email, web chat).
• Ability to resolve enquiries with first-time fixes where possible.
• Good knowledge of internal departments to provide accurate responses.

Responsibilities

• Maintain Cairn Connect service day-to-day and own customer enquiries within SLAs.
• Assist in income management payments, tenancy services, antisocial behaviour, repairs and invoicing.
• Deliver high-quality customer service via phone, email, face-to-face, webchat and digital channels.
• Capture and manage data using various software systems for reporting and monitoring.
• Support cross-group partnerships to ensure consistent service and a one-team approach.

Job description

We are seeking two Customer Service Advisors to provide an excellent and consistent service to all internal and external customers, using different communication channels and promoting future digital and ongoing changes within the organisation.

You will provide a first point of contact for all enquiries and to have a vast knowledge of all departments within the organisation ensuring correct and efficient responses are delivered against our agreed service standards and key performance indicators.

Key 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 behavior, 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.

Proud member of the Disability Confident employer scheme

Customer Service Advisor

Company: Cairn Housing Association

Salary: £30,160 to £31,738 a year

Hours: Part-time

Location: Edinburgh, EH7 4GH

Working pattern: Hybrid - 3 days remote

Job type: Permanent

Posting date: 10 Sept 2026

Closing date: 25 Sept 2026

Summary

We are seeking two Customer Service Advisors to provide an excellent and consistent service to all internal and external customers, using different communication channels and promoting future digital and ongoing changes within the organisation.

You will provide a first point of contact for all enquiries and to have a vast knowledge of all departments within the organisation ensuring correct and efficient responses are delivered against our agreed service standards and key performance indicators.

Key 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 behavior, 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.

Proud member of the Disability Confident employer scheme

About Disability Confident

Disability Confident is a government scheme. It encourages employers to recruit and retain disabled people and those with long term health conditions.