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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

Customer Service Advisor

Company: Cairn Housing Association

Salary: £30,160 to £31,738 a year

Hours: Part-time

Location: Inverness

Working pattern: Hybrid - 3 days remote

Job type: Permanent

Posting date: 10 Sept 2026

Closing date: 25 Sept 2026

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.