Job Description
Customer Service Advisor
Hybrid Homeworking with office base in Norwich (Minimum 2 days a week in the office)
Full time, 37 hours per week on rota basis covering our Operating hours 8.00am – 5.30pm, Monday to Thursday and 8.00am – 5.00pm on Friday
Starting salary of £27,025 per annum, with future progression opportunities to £28,750 per annum
Fixed Term Contract until end of December 2026
About the role
We are looking for an experienced and proactive Customer Service Advisor to join our team on a contracted basis. The role is fundamental to providing an excellent service to our residents and be the first point of contact on our service line.
The role will require you to:
* Act as the first point of contact for residents by phone and email, providing a professional, empathetic and solution focused service.
* Provide a one stop service, handling a wide range of enquiries including repairs, rent, housing and general enquiries.
* Raise and schedule initial repairs, gathering accurate information to support correct prioritisation and effective resolution.
* Recognise and respond appropriately to expressions of dissatisfaction, including escalating issues or logging complaints in line with our procedures.
* Manage resident expectations by providing clear information on responsibilities, timescales and next steps.
* Maintain accurate and detailed records of all contacts, actions and decisions using our systems.
* Support residents to access and engage with digital services.
* Contribute positively to a busy service environment by taking ownership, being flexible and supporting team priorities.
* Work effectively in a busy call centre environment, managing high volumes of calls while maintaining accuracy and a positive customer experience.
Please see job description for full details of the role
About You
The successful candidate will have:
* GCSE passes Grade C / Level 4 in Maths and English (or evidence of similar level of proficiency)
* Experience in a customer facing role where clear and effective communication was essential
* Strong digital skills with excellent working knowledge of Microsoft Applications(such as Word, Excel and Teams)
* Ability to problem solve and be self-motivated
* Demonstrate a positive, flexible and resilient attitude, contributing to a supportive team culture and be able to adapt to changing priorities.
* Be a strong team player, working collaboratively with the immediate and wider teams to support service delivery, share knowledge and help meet team and service targets.
* Be results focused, contributing to the success of individual and team performance measures including call handling, response times and outcomes for our customers.
* Have an excellent telephone manner and the ability to work in a busy environment is essential
All team members and colleagues working for Broadland will always be expected to act in a manner that is consistent with our corporate values and behaviours, as detailed in the job description.
About Us
Broadland Housing Association offers more than 5,700 quality homes across Norfolk and North Suffolk believing that everyone deserves a home that meets their needs; we offer a caring, effective and high-quality service that is fair to everyone. We are one of the top 25 Housing Organisations to work for in the UK and feature in the top 50 organisations to work for in the East of England.
Our team are provided with the digital tools to work from home as well as a supportive and flexible understanding of the challenges this sometimes presents. We are a Hybrid Homeworking employer - with a 60/40 split (60% home/up to 40% office). As the role require attendance at Broadland premises candidates must live within a 75-minute commute of their office location (Norwich, NR1 1HU). Full details can be discussed at the interview process.
We offer staff many great benefits such as:
* Enhanced annual leave starting from 22 days, plus a day off for your birthday, a volunteering day and a personal day.
* Generous contributory pension scheme.
* Access to an Employee Assistance Programme to support you when you need it!
* Health Cash Plan – claiming for things such as eye tests and prescriptions as well as many other wellness and money saving perks.
* Utilities allowance to support hybrid home workers.
* Lots of training opportunities.
* And many more – Please see our benefits document available on our website!
For full details or if you have any questions regarding this role or any other vacancies at Broadland Housing Association, please contact our recruitment line on 01603 750109 and leave a message or email: recruitment@broadlandgroup.org.
Closing date: Midnight on Tuesday 19th May 2026