Senior Customer Relationship Advisor

Blue Octopus Recruitment Limited; Gloucester; On-site; GBP 30,000 - 40,000; Full time

Job summary

A community-focused housing provider in Gloucester is seeking a Senior Customer Relationship Advisor to enhance customer experiences and lead the Customer Experience team. The ideal candidate will have experience in customer service, team leadership, and the Social Housing sector. This role is full-time on a 12-month fixed-term contract, with responsibilities including managing customer inquiries, leading team operations, and implementing service improvements. Closing date for applications is October 9, 2025.

Qualifications

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

Responsibilities

• Lead the Customer Experience team to deliver exceptional service.
• Resolve customer inquiries strategically and empathetically.
• Manage a caseload of planned work for proactive communication.

Skills

Customer service

Team leadership

Problem-solving

Communication

Time management

Education

Level 3 diploma in Housing Management

ILM 3 qualification

Tools

Microsoft Office

Housing and CRM systems

Call handling software

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.

Role

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.

Responsibilities

• Resolve customer enquiries relating to lettings, tenancy enquiries, rents and low level anti-social behaviour where possible, providing advice and signposting to information as appropriate.
• Lead, coach and motivate the Customer Experience team to deliver high-quality customer service across telephone, social media, email and the GCH website.
• Monitor and improve customer experience by ensuring first-point-of-contact resolution where possible and taking ownership of issues to find suitable solutions.
• Develop relationships with the Customer Experience team and colleagues across GCH to facilitate knowledge transfer and positive outcomes for customers.
• Manage a caseload of planned work, including proactive outbound communication campaigns and support with core housing management activities.

Qualifications

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

Additional information

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.