Resident Support & Enquiries Advisor

Build Recruitment Limited; Eastleigh; On-site; GBP 28,000 - 31,000; Full time

Job summary

Build Recruitment Limited in Eastleigh is seeking an experienced Customer Contact Advisor on a 12-week temporary contract. The role pays £14.70 per hour and runs 37 hours per week from Monday to Friday, with duties focused on delivering prompt and professional customer service across all contact channels.

You will diagnose maintenance issues, assist residents with tenancy and rent inquiries, book repairs and appointments, and follow company policies to ensure consistent service delivery.

Qualifications

• Previous call centre experience or similar front line service experience.
• Proven evidence of meeting contact handling targets.
• Evidence of customer service soft skills including empathy, taking ownership
• Ability to adhere to scheduled timescales / rota.
• Ability to remain calm in challenging situations, adapting communication style to suits the needs of the customer.
• Demonstrates our Values and Behaviours.

Responsibilities

• Diagnose residents reports of maintenance, raise orders or inspections, and book repairs, liaise with contractors to ensure the most effective repair.
• Discuss residents’ concerns regarding anti-social behaviour, log information and respond in writing to the resident.
• Handle resident tenancy issues/enquiries and related admin.
• Discuss rent inquiries, confirm balances and arrears, and arrange payment plans.
• Book appointments for surveyors, housing/income officers and contractors as required.
• Follow up complex customer enquiries to ensure resolution to high standards.
• Adhere to rota and scheduled timescales for breaks and wrap.
• Carry out admin tasks related to resolving customer contact.
• Provide the same service to staff when their requests relate to customer service.
• Keep policies and procedures up to date to ensure consistent service.

Skills

Call center experience

Customer service mindset

Empathy

Ownership

Rota adherence

Calm under pressure

Communication skills

Job description

Build Recruitment Limited in Eastleigh is seeking an experienced Customer Contact Advisor on a 12-week temporary contract. The role pays £14.70 per hour and runs 37 hours per week from Monday to Friday, with duties focused on delivering prompt and professional customer service across all contact channels.

You will diagnose maintenance issues, assist residents with tenancy and rent inquiries, book repairs and appointments, and follow company policies to ensure consistent service delivery.