Overview
Senior Customer Relationship Advisor – Gloucester City Homes
12 Months Fixed Term Contract, Full Time (37.5 hours per week). Monday to Friday (8am – 5pm).
At GCH, we're a people‑first organisation committed to making a real difference in our community. We value collaboration, inclusivity, and innovation, and you’ll be empowered to grow, contribute meaningfully, and help shape a better future for customers across Gloucestershire. We are seeking a Senior Customer Relationship Advisor to support the Customer Experience Manager in leading the Customer Experience team.
You will lead your team to champion exceptional customer experiences by resolving queries with empathy, care, and a commitment to understanding customer needs. You’ll ensure the team delivers a great customer experience and that the Customer Relationship Advisors resolve customer enquiries at the first point of contact. You’ll take ownership of customer issues across telephone, social media, email, and the GCH website, providing a positive experience focused on listening and autonomous problem solving. You’ll develop relationships with the Customer Experience team and other colleagues to facilitate knowledge transfer and achieve positive outcomes for customers, and you’ll manage a caseload of planned work, including proactive outbound communications and support with core housing management activities. You will resolve, wherever possible, customer enquiries related to the common aspects of the customer lifecycle (lettings, tenancy enquiries, rents, and low level anti‑social behaviour), and provide advice and signposting as appropriate.
Responsibilities
* Lead and coach a team of Customer Relationship Advisors to deliver excellent customer service.
* Resolve customer enquiries at first contact across multiple channels (phone, email, social media, website).
* Take ownership of customer issues and provide appropriate solutions with empathy and autonomy.
* Develop knowledge sharing and cross‑team collaboration to improve customer outcomes.
* Manage a caseload of planned work, including proactive outbound campaigns and housing management support.
* Handle enquiries related to lettings, tenancy, rents, and low level anti‑social behaviour; provide information and signposting as required.
Qualifications
* Relevant technical housing qualification (e.g., Level 3 Diploma in Housing Management) plus a line management qualification equivalent to ILM 3.
* Experience at Team Leader/Supervisor level, coaching and motivating staff in a customer‑facing environment.
* Experience in the Social Housing sector with a focus on continuous service improvement.
* Strong understanding of housing and property management, including tenancy, repairs, and neighbourhood management.
* Experience in complaints resolution, diagnosing issues, and facilitating solutions.
* Problem‑solving skills and ability to support staff with complex or challenging cases.
* Computer literate with proficiency in Microsoft Office, housing/CRM systems, and call handling software.
Employment details
Location: Gloucester, Gloucestershire (UK)
Closing date
Closing Date: 9 October 2025. GCH reserve the right to bring the closing date forward if enough quality applications are received prior to the current closing date.
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