Contact Centre Advisor Housing Triage

Customer Service Advisor

• Job Type: Temporary (with potential to become permanent)
• Location: Pitsea, Essex (with options for hybrid work) can be based in London SE1 or Ealing Gateway
• Salary: £14.34 per hour

We are seeking a Customer Service Advisor to join our Contact Centre team on an immediate start basis. This role is crucial in providing professional support and guidance to residents across multiple channels including phone, email, web chat, and written correspondence. You will be the first point of contact for our residents (triage), ensuring they receive timely and effective responses to their enquiries and concerns.

Day-to-day of the role:

• Serve as the first point of contact for residents, providing support and guidance across various communication channels.
• Assess and direct resident complaints in accordance with the 2024 Housing Ombudsman Complaint Handling Code.
• Log, prioritise, and route complaints to the appropriate teams.
• Identify and support vulnerable residents throughout the resolution process.
• Maintain positive relationships with residents, ensuring a professional and empathetic approach.
• Ensure compliance with regulatory standards.

Required Skills & Qualifications:

• Experience in a call centre environment, handling complaints.
• Ideally, experience in the housing sector or similar.
• Strong communication and interpersonal skills.
• Ability to work empathetically with a diverse range of individuals.
• Competence in using IT systems and handling multiple communication channels.

Benefits:

• Competitive hourly rate of £14.34.
• Potential for the role to become permanent.
• Hybrid working options after initial training period.
• IT equipment provided.
• Opportunities for professional development and training.

To apply for this Customer Service Advisor position, please submit your CV