Behind every call or email is a customer who needs to be heard - and we're here to listen and deliver solutions.
If you're passionate about helping people and looking for a role where every interaction has a meaningful impact, joining our Customer Support team could be the perfect next step for you.
As a Part-Time Customer Support Adviser (21 hours per week), you'll be the first point of contact for our customers, delivering exceptional service across phone, email and face-to-face interactions.
About the Role
As a Part-Time Customer Support Adviser (21 hours per week), you'll be the first point of contact for our customers, ensuring every interaction is handled with care and professionalism. You'll respond to enquiries via phone and email, working within set policies and procedures to deliver timely, accurate solutions.
This role is varied and rewarding - from scheduling repairs and managing service requests through our CRM system to providing reception cover and assisting with administrative tasks. You'll play a key part in achieving first-time fixes, maintaining high customer satisfaction, and supporting the wider team to meet KPIs.
If you thrive in a fast-paced environment, enjoy problem-solving, and want to make a real difference to our customers and community, this is the role for you.
What you'll do:
* Receive a wide range of enquiries from customers, processing and responding to them within set targets, policies and procedures.
* Progress any repair requests on behalf of customers, ensuring they are advised of the outcome and that actions are recorded on the CRM system.
* Be able to provide reception service, working within set targets, policies and procedures.
* Develop a clear understanding of the invoice process and is able to carry out basic payment processing.
* Be prepared to support occasional out-of-hours or weekend cover in exceptional circumstances (e.g. severe weather), in line with business needs and agreed arrangements.
What we're looking for:
We're looking for someone who shares our values and is committed to delivering outstanding customer experiences:
* Customer Driven - You put customers at the heart of everything you do, ensuring every interaction is positive and every enquiry is resolved quickly and professionally.
*Accountability - You take ownership of your work, from handling calls and emails to updating CRM records accurately, delivering a reliable and efficient service.
* Develop & Learn - You're eager to grow your knowledge of our processes and systems, embracing every opportunity to improve and contribute to team success.
* Champion Communication - You communicate clearly and confidently with customers and colleagues, making complex information simple and accessible while maintaining a friendly, professional tone.
You'll bring:
* Good standard of literacy and numeracy (minimum of grade 4/C or above in English and Maths) or equivalent qualification.
* Excellent telephone manner.
* Experience of Microsoft office, specifically outlook, word and excel.
* Previous experience in a customer focused environment.
* Proven experience of a CRM management system.
* Demonstratable ability to plan and prioritise own workload.
For further information on the role, please review the job description attached to the advert.
Why join Selwood Housing?
At Selwood Housing, we believe everyone deserves a safe, secure and affordable place to call home. As a not-for-profit housing organisation, we own and manage over 7,000 homes across the Southwest - and we're growing. With a bold ambition to build 1,700 new affordable homes by 2034, we're investing in the future of local people and places.
You'll be joining a close-knit team where people support each other, share knowledge, and take pride in doing things properly.
Some of our benefits include:
Competitive salary
Generous holiday entitlement
Life assurance
Flexible working opportunities
Competitive pension
Cycle to work scheme
Ongoing training and development
A supportive team environment where your contribution really matters
Ready to make every interaction count?
Apply today and join a team that values your skills and puts our customers first!
Our commitment to Diversity and Inclusion
At Selwood, we strive to respect the diversity of our staff. We care deeply about inclusivity and encourage candidates from all backgrounds, demographics, and identities to apply. We are a Disability Confident employer and will do our very best to provide any adjustments, access, and equipment you feel you may need throughout the interview process, and during your employment with us.
We are keen to build a supportive and rewarding environment, free from discrimination, which works for everyone.
The closing date of this advert is subject to change based on the volume of applications or the hiring timeline.
PandoLogic. Keywords: Customer Service Representative, Location: Trowbridge, ENG - BA14 7EE