Overview
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 £25,985 per annum, with future progression opportunities to £27,644 per annum. This is a permanent role.
About the role
Do you like delivering customer service? Are you passionate about helping people? Then, we have the role just for you! We are looking for an experienced and proactive Customer Service Advisor to join our team on a permanent basis. The role is fundamental to providing an excellent service to our residents and be the first point of contact on our service line.
Responsibilities
* Provide a one stop service to our residents.
* Be the first point of contact both over the phone and via email.
* Report and schedule initial repairs.
* Deal with rent and housing enquiries.
* Work closely with our inhouse teams, suppliers, contractors, and tenants, to ensure an efficient service is delivered.
* Support our residents to access and engage digitally.
About You / Qualifications
* GCSE passes Grade C / Level 4 in Maths and English (or evidence of similar level of proficiency)
* At least one year’s experience in a similar role
* Experience in a customer facing role where clear and effective communication was essential
* Ability to deal with difficult conversations in a customer-focused way
* Strong digital skills with excellent working knowledge of Microsoft Applications (Word, Excel and Teams)
* Ability to problem solve and be self-motivated
* 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 Tuesday 07 October 2025
Job Summary
* Location: Norwich
* Organization: Broadland Housing Association
* Job Type: Full Time, Permanent
* Starting salary: £25,985 per annum, with future progression opportunities to £27,644 per annum
* Closing Date: 07/10/2025
* Reference ID: 36002
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