Tenant Experience Advocate

Two Rivers Housing; Newent; On-site; GBP 22,000 - 26,000; Full time

Job summary

Two Rivers Housing is seeking a Customer Advisor to be the first point of contact for tenants, delivering human-centric service across multiple channels. You will resolve enquiries, champion tenant voices, and follow cases through to completion.

In this role you’ll accurately record interactions, ensure compliance with policies, and collaborate with colleagues to provide a personalised and respectful service to every tenant.

Qualifications

• Proven ability to listen carefully and understand customer needs.
• Demonstrated empathy and ability to tailor responses to individuals.
• Strong communication skills to resolve enquiries clearly and politely.

Responsibilities

• Be the first point of contact for tenants via phone, email, letter, text, or in person.
• Resolve enquiries and champion the voice of the customer across the organisation.
• Process and record customer contacts in line with policies and procedures.
• Follow enquiries through to completion and ensure high levels of customer satisfaction.
• Build positive relationships with tenants and colleagues to deliver great service.

Skills

Active listening

Empathy

Communication

Customer service

Job description

Two Rivers Housing is seeking a Customer Advisor to be the first point of contact for tenants, delivering human-centric service across multiple channels. You will resolve enquiries, champion tenant voices, and follow cases through to completion.

In this role you’ll accurately record interactions, ensure compliance with policies, and collaborate with colleagues to provide a personalised and respectful service to every tenant.