Role Overview
we are seeking to recruit five Housing Services Advisors to join a busy, high-volume contact centre environment. This role is ideal for individuals with previous contact centre experience, particularly those with exposure to housing repairs, tenancy-related enquiries, and local authority housing services.
As a frontline advisor and first point of contact, you will deliver a professional, efficient, and customer-focused telephone service, supporting residents across a wide range of housing-related services while effectively managing expectations and resolving issues at first contact wherever possible.
Key Responsibilities
Act as the first point of contact for residents.
Respond to a high volume of inbound calls in a fast-paced contact centre environment, maintaining high standards of customer service.
Provide accurate information and support across a range of service areas, including:
* Housing repairs and maintenance
* Rents and payments
* Leasehold services
* Estate facilities and communal services
* General housing enquiries
Log, update, and manage service requests accurately using the inhouse Housing Management System (or equivalent).
Diagnose repair issues, raise work orders, and provide realistic timescales to residents.
Manage resident expectations professionally, including handling challenging or complex enquiries with empathy and confidence.
Ensure all interactions are recorded accurately and in line with data protection and service standards.
Work collaboratively with internal housing teams to ensure effective resolution of enquiries.
Training & Working Arrangements
Successful candidates must complete a two-week intensive training programme, delivered in the office.
Full attendance during the training period is mandatory.
Following successful completion of training, hybrid working arrangements may be introduced in line with service requirements and performance.
Skills & Experience
Essential
* Previous experience working in a contact centre or customer service environment.
* Confident telephone manner with strong verbal communication skills.
* Ability to manage high call volumes while maintaining accuracy and professionalism.
* Strong customer service ethos with the ability to handle difficult conversations calmly.
* Good IT skills and ability to work across multiple systems.
Desirable
* Experience within housing services, particularly repairs or tenancy management.
* Working knowledge of the Northgate Housing system.
* Experience working within a local authority or social housing environment.
Personal Attributes
* Professional, reliable, and resilient
* Calm under pressure and able to manage competing demands
* Customer-focused with strong problem-solving skills
* Organised and detail-oriented
* Positive team player with a proactive approach
Additional Information
This is a temporary role for an initial period of two months, ending 31 March 2026.
The role is office based, particularly during training.
Successful candidates will be subject to relevant pre-employment checks.
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