Ready to be the voice that makes someone’s day?
Join us as a Customer Service Advisor and step into a role where no two days are the same. You’ll be at the heart of Acis — answering calls, chatting with customers online, welcoming visitors, and keeping our office running smoothly. From handling online enquiries to owning complex cases and supporting colleagues across the organisation, you’ll be the person who brings calm, clarity and great service to every interaction.
You’ll thrive here if you’re someone who speaks up for what’s right, loves working collaboratively, and takes real ownership of your work. We’re looking for people who bring personality, passion and a problem‑solving mindset — people who don’t just spot issues but help shape better ways of working.
If you’re driven to deliver first‑time resolutions and create brilliant customer experiences, this is where you belong.
As a Customer Service Advisor, a typical day might include:
1. Answering calls to customers
2. Handing customer enquiries via our digital channels such as livechat, our portal or texting
3. Responding to social media enquiries
4. Dealing with visitors to Acis House.
5. Ordering office supplies, and maintaining efficiencies.
6. Own all incoming and outgoing post and deliveries.
7. Owning and following through a complex customer enquiries including the resolution of frontline complaints
8. Fully updating our systems in live time
9. Supporting colleagues across the organisation so that knowledge is shared and customer queries can be resolved as efficiently as possible
10. Identifying areas for improvement and helping to progress this
11. Supporting the first time resolution of customer enquiries and meet our organisational targets on front line service delivery
12. Working independently ‘out of hours ’handling emergency calls and digital enquiries
Some of the experience/skills we need to consider you (dont worry if you dont tick every box):
13. Good standard of education, with strong numeracy and literacy
14. Experience of working in a fast paced, customer focussed office environment dealing with enquiries via the telephone, digital methods, social media and face to face
15. Strong IT skills with experience of utilising a customer relationship management system
16. Customer focussed and experience of resolving complaints
17. Ability to work effectively as part of a team
18. Able to portray a positive professional image and have empathy with Acis’ aims and values
19. Have a nonjudgmental, approachable and calm approach to communicating with our diverse and vulnerable customers
20. Ability to be flexible with working hours to meet the needs of the business.
21. Resilience. Working in social housing is a challenging but rewarding career, you’ll be helping to bring real change to our customer’s lives.
What will make you stand out from the crowd:
22. Proactive in seeking results
23. Able to make quick and logical decisions in line with current policies and information available
24. Knowledge of providing customer support via social media and digitally.
25. Experience of repairs diagnosis
26. You’ll be adept at change, having got hands on experience living and breathing new ways of working and knowing how to bring your colleagues along for the experience and do what is right for your customers.
Being part of the Acis team, you’ll get:
27. Generous holiday entitlement – 25 days annual leave rising by 1 per year to a max of 30 plus bank holidays (pro rata)
28. Pension contributions up to 10%
29. The opportunity to undertake professional training, funded by us.
30. One days paid leave a year for volunteering work (in addition to your Annual leave entitlement)
31. Staff benefits with Paycare – A health and benefits scheme giving you support and contributions towards various health benefits such as counselling, eye tests, vaccinations and much more
32. Benefits with Acis Perkz – a discount scheme giving you savings off hundreds of schemes including discounts on your coffee, weekly shop, days out and much more!
33. Employee recognition scheme, where we celebrate and award our Stars within Acis, including gift vouchers
34. Long service awards for our loyal employees
35. Cycle to work scheme
36. Employee Assistance Programme to give you confidential advice and support, when you need it
37. Professional membership subscription to support your continuous professional development
38. Death in service benefit as part of our pension scheme
As soon as a suitable candidate is found for this role we reserve the right to close the job advert ahead of the closing date, so please do not delay in submitting your application.
Acis are committed to equality and diversity, are a proud member of disability confident and welcome applications from any applicant who feel they hold the essential skills to fulfil the role. We recognise that people need flexibility in their role and we’re happy to discuss flexible working options with the successful candidate in addition to any aid with interviewing that you might need