Customer Service Advisors – Specialist
Salary:£29,444 - £31,682
Hours: 37 hours per week
Location: Wolverhampton
Job Type: Permanent
Overview:
We’re recruiting dedicated Customer Service Advisor Specialist’s to join our team in response to Awaab’s Law – a landmark regulation designed to protect tenants from hazardous living conditions such as damp, mould, and other health risks.
This is a unique opportunity to make a real difference in people’s lives by ensuring housing hazards are identified, triaged, and escalated quickly and compassionately.
Key Responsibilities:
* Receive and triage calls related to housing hazards, such as damp, mould, and structural issues, using structured protocols to assess urgency and risk.
* Escalate emergency hazards that pose an imminent risk to health for urgent action.
* Accurately record tenant details, including vulnerability factors and environmental context, to support effectively and timely case management.
* Communicate clearly and compassionately with tenants, providing guidance on next steps, expected timeframes, and safety advice.
* Maintain comprehensive records to support regulatory compliance and ensure audit readiness.
About you:
* Can you remain calm, empathetic, and professional when handling difficult or distressing calls from vulnerable tenants?
* Are you confident using digital systems to record detailed case notes with accuracy and care?
* Do you have experience in customer service, housing, and a willingness to learn about housing legislation and safeguarding?
Our organisation:
We are committed to making the city an even better place to live, providing good quality homes in safe, welcoming neighbourhoods. We believe that everyone in Wolverhampton Homes can play their part in making this happen - with the right support. Whether you're just getting started in your career or looking for your next step, you've come to the right place.
Equality and Diversity:
We are proud of our diverse workforce, representative of the city we serve, and we believe that people perform best when they can be themselves.Diversity and inclusion are key to our success, and we encourage colleagues to join our equality forums.
Our top priority is finding the best person for each role and for our company.If you are interested in the position, are customer-focused and solutions-oriented, we would encourage you to apply even if you do not believe you meet each of the necessary criteria or required qualifications.
We reserve the right to close this advert prior to the advertised closing date, should we receive a large number of applications.
Reports To:Customer Experience Manager
Closing date: 8 September 2025
Skills Assessment Date:15 September 2025
2nd Stage Interview date: 17 September 2025
Contact for an informal discussion / more information:
Belinda Mulloy – Customer Experience Manager Belinda.Mulloy@wolverhamptonhomes.org.uk
Contact for any queries regarding your application:
Katie Dugmore – Talent Attraction and Resourcing Specialist – 07891059145
Attached documents
Customer Services Advisor - Specialist - Job Description.pdf
#J-18808-Ljbffr