Our contact centre is growing and we are currently recruiting 2 new Customer Service Advisors to join our team! We are looking for individuals who are passionate about delivering excellent customer service and always putting our customers first. This is an integral role within the business as you will be the first point of contact for our customers and it's important to us that they receive a first class service and their needs are met. This role provides great career opportunities and access to our bespoke training programme to ensure you are fully equipped to answer all of our customers queries.
The role is hybrid - 2 days in the office, 37 hours per week, Monday to Friday - Please note, whilst in training you will be required in the office full time.
The contact centre is open between 08:00 - 18:00, you will work on a shift basis each week, which will be given to you 4 weeks in advance.
About us
We are a social housing landlord and one of the largest housing providers in the region with over 22,000 social and affordable homes, mainly in the Bradford district. We employ a talented workforce of nearly 1,000 people.
This year we’ve launched our five-year Corporate Strategy, which runs to 2029. Our purpose is to provide high quality homes, services, and support to our customers, so we’ve worked with colleagues and customers to find out what’s important to them. Our customers sit at the heart of what we do, and our colleagues are the people who’ll help us achieve our vision, which is to create the best customer experience to improve everyday lives.
Duties include:
As the first point of contact to our customers, you will be responsible for providing a range of advice and services with the goal of resolving queries on the first call and reducing the need for customers to call back, speak to another person or be passed to a different department.
The queries you'll be assisting with include:
1. Rent payments and rent accounts queries
2. Repairs and planned maintenance related queries
3. Antisocial behaviour
4. Allocations and void management
5. Housing applications and queries
6. Customer complaints, MP, and Councillor enquiries
Requirements
We are looking for an experienced customer service advisor with a passion for providing excellent customer service. Someone who puts the customer at the centre of everything they do. Your experience can be from any sector background, but you must demonstrate the ability and have experience working in contact centre environments and able to deal with customer queries across different channels, calls, emails, LiveChat and social media.
As well as this, we're looking for:
7. A self-starter and team player
8. A strong team player, adaptable to change as the role and business develops to continually meet the needs of our customers
9. Confidence dealing with customer enquiries, compliments, and complaints
10. Someone who can maintain a professional manner and build rapport quickly
11. Excellent communication and interpersonal skills
12. Assertive, confident, and resilient in dealing with varying customer demands in a calm professional manner
13. Ability to work to strict deadlines and timekeeping
14. Excellent organisational skills
15. Good knowledge of office IT systems, Excel, Word, and PowerPoint
A basic DBS (Disclosure and Barring Service) check will be required for the successful candidate as part of the pre-employment process - Criminal Conviction Checks
Benefits
16. Starting salary of £26,691 per year
17. Social Housing Pension Scheme
18. 28 days annual leave that increases with service plus bank holidays
19. Option to buy and sell annual leave
20. Training, development, and qualification opportunities
21. Our Hub: our wellbeing and benefits site, with exclusive access to discounts and savings (at over 800 retailers)
22. Corporate health scheme membership
23. Access to an Employee Assistance Programme
24. Cycle to work scheme
25. Local gym membership discounts.
26. A team of trained Mental Health First Aiders who are available for colleagues to contact for support
Join Our Team!
We’re looking for great people to join us! At Incommunities, we’re committed to creating a workplace where everyone feels valued, included, and supported. We actively welcome applicants from all backgrounds, abilities, and experiences—because we know that diverse perspectives make us stronger.
Based in Bradford, a city known for its rich cultural diversity, we serve vibrant communities. As a social housing provider, we’re passionate about making a real difference by providing safe, affordable homes and improving lives.
Our recruitment process is designed to support you every step of the way. If you need any adjustments or assistance, just let us know.
We’re proud to be a Mindful Employer, committed to mental health and wellbeing. We also hold the ‘Committed’ Menopause Friendly Accreditation, recognising the importance of support in the workplace.
Apply early! We review applications as they come in and may close the advert before the deadline.
Ready to make an impact? Come work with us!