As a Customer Experience Advisor, you will act as the first point of contact for all customers across multiple channels including telephone, email, social media, and face‑to‑face interactions. Your primary objective is to resolve customer enquiries at the first point of contact wherever possible, delivering efficient, accurate and customer‑focused outcomes.
You will take ownership of customer queries from initial contact through to resolution, diagnosing issues, providing solutions, and only escalating where specialist intervention or ongoing case management is required.
You will operate within a robust customer experience performance framework with clear expectations around quality, responsiveness and customer outcomes. The role is central to delivering a seamless customer journey and consistently high levels of customer satisfaction.
Typical duties
* Deliver a high‑quality, responsive customer experience within a fast‑paced, high‑performing team environment
* Act as the first point of resolution for a wide range of enquiries, including income, tenancy management, repairs, lettings, anti‑social behaviour (ASB), and factoring services
* Provide first‑line support for factoring queries, resolving issues where possible and escalating more complex cases appropriately
* Take ownership of customer queries, resolving them at first contact wherever possible and ensuring timely follow‑up where required
* Work collaboratively with internal teams and external partners to ensure a seamless and efficient customer journey
* Use the Customer Experience & Housing Management System to accurately record, manage and track all customer interactions and case activity
* Accurately maintain customer records, ensuring all data is complete, up to date, and compliant with organisational standards
* Proactively communicate with customers to provide updates, using outbound calls, emails, or social media where appropriate
* Schedule and manage appointments for services such as repairs and tenancy visits
* Process customer payments and set up payment arrangements, including direct debits
* Assess when escalation is necessary and refer cases appropriately, ensuring clear handovers and continuity of service
* Handle customer complaints professionally, aiming for early resolution and escalating in line with policy where required
* Work within defined customer experience performance standards, meeting targets relating to quality, resolution times, and customer satisfaction
* Support wider team functions, including administration related to void works, housing applications, and health & safety compliance
* Undertake reception duties on a rota basis
* Gather customer feedback, including satisfaction surveys, and contribute to service improvement insights
* Assist in the preparation of reports and performance data for management
Corporate responsibility
* Work collaboratively with colleagues to deliver services aligned with organisational values
* Ensure compliance with all regulatory, statutory, and legal requirements
* Adhere to organisational policies including code of conduct, health & safety, equality and anti‑fraud measures
* Communicate clearly and effectively with customers, ensuring services are accessible and easy to understand
* Maximise the use of ICT systems, including the Customer Experience & Housing Management system, to improve service delivery and operational efficiency
* Maintain accurate records and contribute to performance reporting, audit requirements, and continuous improvement activity
* Actively seek and use customer feedback to support service development and improvement
Other duties
* Carry out all other reasonable duties as requested by the Customer Experience Team Leader
Salary & benefits
This role has a competitive salary of £31,792 to £35,332, EVH Grade 5 PA13 – PA16. In addition, you will receive an excellent benefits package, which includes 25 days annual leave (pro rata), 15 days public holiday (pro rata) and access to a contributory pension scheme.
Email address: recruitment@maryhill.org.uk
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