Customer Service Advisor
37 hours per week
Salary up to £25,400 per annum
Benefits include company pension scheme & private healthcare
Working in a hybrid way, we are looking to recruit customer focused, people focused team players with excellent communication and people skills to join our customer service team.
The team are responsible for providing a front line service to customers, answering inbound calls and a face-to-face service and resolving queries at the first point of contact. You will be fielding a wide variety of enquiries from tenants, applicants and external customers and take a proactive approach to ensuring high customer satisfaction.
To be successful in a Customer Service Advisor role, the skills/ability you will need are:
*
Experience of working in a Customer Service/contact centre environment.
*
Ability to always maintain a high degree of confidentiality when dealing with sensitive information.
*
Excellent attention to detail and accuracy.
*
The ability to multi task
*
Excellent IT skills, especially Microsoft Outlook, Word and Excel.
*
Excellent communication skills, able to communicate across multiple channels including Microsoft Teams, Face to Face and Email.
*
Able to work from our head office at least twice a week following the initial training period.
Purpose of Job:
To provide a front line service that is empathetic, effective and efficient. This service will consistently demonstrate a culture of customer satisfaction.
Duties and Responsibilities:
* Provide a high quality customer focused service carrying out the following:
* Deal with enquiries from both prospective and current tenants.
* Utilise a number of communication means, face to face contact, telephone enquiries, email & letters.
* Endeavour to resolve enquiries at first point of contact – Where this is not possible ensure that the issue is directed to the appropriate business department in a timely manner.
* Take payments from customers, issue receipts, reconcile cash with receipts for banking.
* Set up Direct Debits, in accordance with T & D policy, working with tenants on affordability.
* Challenging low level rent arrears and encouraging income payments at every contact where arrears are present.
* Process requests for repairs to Trent and Dove Housing stock. From point of request, gather information about the defect, advice on tenant responsible repairs which apply under the tenancy agreement. Book and change appointments, liaising with the scheduling team and external contractors where necessary.
* Maintain accurate, timely and effective records on to the various computer systems and maintain a filing and records system, according to GDPR and local policy.
* Dealing with tenancy application enquiries, which include but are not limited to, ensuring the forms are fully completed before acceptance, processing Identification and where necessary referring complex or vulnerable cases to Housing Options or the relevant internal department.
* Process and supply landlords references from external requests. Request landlord references, when necessary for prospective tenants.
* Have difficult conversations with customers, which may involve delivering news which customers are unhappy with. These situations, when face to face require a firm but professional approach to diffuse situations.
* Identify safeguarding issues, act and document in a timely manner and adhere to the Safeguarding Policy
* Ensure that the both team and personal KPI’s, defined by the Customer Service Manager are met.
* To ensure that these duties are at all times carried out in compliance with, and furtherance of Trent & Dove’s Equal Opportunities Policy, ensuring access to service delivery by those affected by discrimination.
* Any other duties that may from time to time be determined by the Customer Services Manager or Customer Service & Insight Manager.
* Processing low level ASB issues, ensuring that information is documented appropriately and effectively.
* To process inbound and outbound daily post.
Health & Safety Responsibilities
* To be committed to the health, safety and well-being of colleagues, customers and partners and support the aims and objectives of the Company’s Health & Safety Policy.
* To co-operate with the company on health & safety matters by following agreed safe working procedures, using safeguards appropriately, attending health & safety training and reporting all hazards, near misses and unsafe conditions that you become aware of.
The closing date for applications is 21st January 2026
To apply or view the job details please click apply.
We welcome applications from all sections of the community.
Customer Service Advisor - Apply now