Resident Experience Advisor | Hybrid

Lifestone Homes Ltd; Letchworth; Hybrid; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Annual leave 25 days

Pension up to 10%

Bonus scheme

Health plan

Life assurance

EAP

Flexible/hybrid working

Job summary

Lifestone Homes is hiring a Customer Hub Advisor in Letchworth Garden City. The role is hybrid (2 days in the office, 3 days remote) and full-time (37 hours per week) on a 12-month fixed-term contract. You will be the first point of contact for residents, handling a wide range of enquiries with care and professionalism.

You will support repairs, tenancy changes, payments and safeguarding concerns, working with colleagues to deliver a trusted service and positive customer experiences.

Qualifications

• Experience delivering excellent customer service.
• Clear and confident communication skills.
• Ability to complete admin tasks accurately and consistently.
• A calm, supportive approach, even when conversations are challenging.
• Confidence to ask questions, listen actively and find the right solution.
• Ability to manage your workload during busy periods.
• Willingness to take part in a practical recruitment event.

Responsibilities

• Responding to customers by phone, email and live chat.
• Supporting tenancy changes such as successions and assignments.
• Booking repairs and working with Property Services.
• Managing mutual exchange requests.
• Processing garage lettings and terminations.
• Raising purchase orders and invoices.
• Recording accurate information on our systems.
• Handling complaints fairly and professionally.
• Taking payments safely and correctly.
• Spotting safeguarding concerns and escalating them.

Skills

Customer service

Clear communication

Admin accuracy

Calm demeanor

Questioning

Workload management

Recruitment event

Tools

CRM systems

Job description

Lifestone Homes is hiring a Customer Hub Advisor in Letchworth Garden City. The role is hybrid (2 days in the office, 3 days remote) and full-time (37 hours per week) on a 12-month fixed-term contract. You will be the first point of contact for residents, handling a wide range of enquiries with care and professionalism.

You will support repairs, tenancy changes, payments and safeguarding concerns, working with colleagues to deliver a trusted service and positive customer experiences.