Customer Solutions Advisor
Kingston Upon Thames | Permanent
We are recruiting for a Customer Solutions Advisor to join a fast-paced housing services team. This role is ideal for someone who enjoys helping people, thrives in a customer-focused environment, and has experience handling a wide range of enquiries with professionalism and empathy.
About the Role
You will be the first point of contact for residents and service users, delivering a high-quality customer service experience across phone and email. You will manage housing-related queries from start to finish, ensuring issues are resolved promptly or escalated appropriately while keeping residents informed throughout.
Key Responsibilities
- Act as the first point of contact for residents and clients
- Log repairs and respond to housing-related enquiries
- Answer calls within agreed service levels (20 seconds) and respond to emails promptly
- Handle enquiries relating to rent, repairs, tenancy matters, anti-social behaviour, and general housing services
- Accurately record all interactions using housing management or CRM systems
- Liaise with internal teams including Repairs, Income, Tenancy Management, Planners, and Planned Works
- Escalate emergency repairs and unresolved cases appropriately
- Follow scripts and procedures to ensure issues are resolved right first time
- Provide empathetic, professional support, particularly when dealing with vulnerable residents
What We’re Looking For
- Experience in a customer-facing role (housing or public sector experience preferred)
- Excellent communication skills, both verbal and written
- Strong IT skills and confidence using CRM or housing management systems
- Ability to remain calm under pressure and manage challenging conversations
- Strong attention to detail and problem-solving skills
- Knowledge of social housing services is an advantage
What’s On Offer
- Permanent position with strong development and progression opportunities
- 25 days annual leave plus bank holidays
- Salary sacrifice schemes including holiday purchase, EV schemes, and pension contributions
- Life assurance and private medical insurance
- Wellbeing and counselling services
- Retail and lifestyle discount platform
- Enhanced family leave provisions
- Recognition and reward initiatives
All roles are subject to background, identity, and security checks.
If you’re passionate about delivering excellent customer service and making a positive impact within local communities, we’d love to hear from you.
