The Clyde Valley Group (CVG) is a thriving social business and registered charity recognized for innovative and partnership approaches to meeting community needs. Clyde Valley Housing Association (CVHA) is a Registered Social Landlord (RSL) partner in Lanarkshire and East Dunbartonshire. CVHA is the Group’s main operating company, with a track record of delivering housing management, scheme development, and high-quality housing services for a diverse range of customers. Our Group continues to grow, owning over 4,700 homes and providing factoring services to more than 3,000 owners. We are proud to be seen as a local and regional landlord and employer, making a positive impact on lives and communities, including meeting housing needs.
We are seeking a Customer Service Advisor on a fixed-term basis to cover maternity leave within our team. The role involves supporting our customers by providing an outstanding experience, understanding their needs, managing expectations, and producing quality outcomes. You will handle all incoming interactions across the organisation and various channels, including face-to-face, email, SMS, webchat, online portal, and social media.
Overall Purpose and Key Accountabilities:
Customer Service:
* Provide an efficient and courteous enquiry service to all customers, with a focus on call handling. Other channels include face-to-face, email, SMS, webchat, online portal, and social media.
* Handle enquiries related to repairs, housing allocations, rent and payments, estate and tenancy management, anti-social behaviour, and other services.
* Understand customer needs and manage expectations by actively listening, clarifying, and confirming understanding.
* Deliver quality outcomes, aiming to exceed customer expectations where possible.
* Reduce customer effort by taking ownership and concluding requests where appropriate.
* Resolve enquiries at the first point of contact whenever possible.
* Direct enquiries to the appropriate team for specialised advice and assistance.
* Ensure customers are aware of timescales and next steps.
* Focus on problem-solving and advocating on behalf of customers.
* Maintain accurate customer records and data with care and attention.
The full Role Profile and application guidance can be found here: Customer Service Advisor Aug 25.
In return, Clyde Valley Group offers a competitive remuneration and benefits package, including generous holidays, flexible working arrangements, an on-site gym, and training and development opportunities.
Guaranteed Interview:
As a Disability Confident Employer, we will interview all disabled candidates who meet the minimum essential requirements. We will make reasonable adjustments during the recruitment process and, if hired, in your work arrangements.
Closing date for applications: Please submit your CV and personal statement by Monday 8th September at 9am.
Interviews are expected to take place during the week commencing 22 September 2025.
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