Senior Customer Relationship Advisor

Gloucester City Homes; England; On-site; GBP 30,000 - 40,000; Full time

Job summary

A community-focused housing organization in Gloucestershire is seeking a Senior Customer Relationship Advisor to lead its Customer Experience team. The role involves addressing customer queries, enhancing service delivery, and fostering team collaboration. The ideal candidate will hold a housing management qualification and have leadership experience in a customer-facing environment, with a strong grasp of the Social Housing sector.

Qualifications

• Experience at Team Leader/Supervisor level in a customer-facing business.
• Experience in the Social Housing sector with a focus on service improvement.
• Strong understanding of housing and property management.

Responsibilities

• Lead the Customer Experience team to deliver exceptional service.
• Take ownership of customer issues through various communication channels.
• Provide advice and signposting related to the customer lifecycle.

Skills

Customer service excellence

Team leadership

Problem-solving

Complaint resolution

Technical housing knowledge

CRM software proficiency

Education

Level 3 diploma in Housing Management

ILM 3 qualification

Tools

Microsoft Office

Housing and CRM systems

Job description

Overview

12 Months Fixed Term Contract, Full Time (37.5 hours per week)

Monday to Friday (8am - 5pm)

At GCH, we\'re more than just a housing provider we\'re a people-first organisation committed to making a real difference in our community. We value collaboration, inclusivity, and innovation and you\'ll be empowered to grow, contribute meaningfully, and help shape a better future for customers across Gloucestershire.

We\'re now seeking a Senior Customer Relationship Advisor to support the Customer Experience Manager in leading the Customer Experience team. You\'ll lead your team to champion exceptional customer experiences by resolving queries with empathy, care, and a commitment to understanding customer needs.

Ensuring the team delivers a great customer experience and that the Customer Relationship Advisors deliver resolution of customer enquiries at the first point of contact, you\'ll take ownership of customer issues, be it via telephone, social media, email or the GCH website and provide a great customer experience to all customers, that is focused on listening and exercising autonomy to find suitable solutions. You\'ll develop relationships with the Customer Experience team and other colleagues across GCH to facilitate knowledge transfer and achieve positive outcomes for customers, as well as manage a caseload of planned work, including pro-active outbound communication campaigns and support with core housing management activities.

Responsible for resolving, wherever possible, customer enquiries relating to all common aspects of the customer lifecycle (lettings, tenancy enquiries, rents, and low level anti-social behaviour), you\'ll provide advice and signposting to information as appropriate.

We\'d like you to

• Hold a relevant technical housing qualification, such as a level 3 diploma in Housing Management, together with a line management qualification equivalent to ILM 3.
• Have experience at Team Leader/Supervisor level, successfully leading, coaching, and motivating staff within a customer-facing business.
• Have experience of the Social Housing sector, delivering core housing management services with a focus on continuous service improvement.
• Have a good understanding of housing and property management, especially relating to tenancy, repairs, and neighbourhood management.
• Have experience of complaints resolution, diagnosing issues and facilitating solutions.
• Have experience of problem solving and complaints resolution together with making informed decisions when assisting and supporting staff in dealing with complex or challenging cases.
• Be computer literate, comfortable using Microsoft Office packages, housing, and CRM systems as well as call handling software.

Closing Date: 9th October 2025.

GCH reserve the right to bring the closing date forward should enough quality applications be received prior to the current closing date.