Housing Customer Service Advisor

Housing Customer Service Advisor

Location: North London
Salary: -19.00 - -22.00 phr umbrella (depending on experience)
Contract: Full-Time, 6 months initial
Sector: Housing & Property Services

Important Application Criteria

Please note: We are only able to consider applications from candidates who have previous experience working within Social Housing, Local Government, Housing Associations, ALMOs, Repairs & Maintenance Contractors, or related Housing Services environments.

Unfortunately, applicants without prior housing-sector experience will not be shortlisted for this position.

About the Role

I am seeking a dedicated and customer-focused Housing Customer Service Advisor to join a busy housing team. This is an excellent opportunity for an individual with a passion for delivering outstanding customer service and supporting residents across a range of housing-related enquiries.

As the first point of contact for tenants, leaseholders and residents, you will play a key role in ensuring customers receive a professional, responsive and efficient service. You will handle a variety of enquiries relating to repairs, rent accounts, tenancy management, complaints, housing applications and general housing services.

Key Responsibilities

• Act as the first point of contact for residents via telephone, email and digital channels.
• Provide accurate advice and guidance on housing services, policies and procedures.
• Log and manage repair requests, ensuring appropriate prioritisation and escalation where required.
• Respond to customer enquiries and resolve issues at the first point of contact wherever possible.
• Investigate and respond to complaints in accordance with organisational procedures.
• Maintain accurate records on housing management and CRM systems.
• Liaise with internal departments, contractors and external agencies to ensure customer issues are resolved effectively.
• Monitor service requests and follow up outstanding actions.
• Support vulnerable residents by signposting to appropriate services and support networks.
• Contribute to service improvement initiatives and customer satisfaction targets.

Essential Requirements

• Previous experience working within a Housing Association, Local Authority, ALMO, Council Housing Service, Repairs & Maintenance Contractor, or Social Housing environment.
• Experience handling repairs, housing, tenancy, complaints, rent or maintenance enquiries.
• Excellent customer service and communication skills.
• Experience working with CRM, housing management or repairs systems.
• Ability to manage a busy caseload and prioritise effectively.
• Strong administration and record-keeping skills.

Desirable Experience

• Knowledge of responsive repairs and maintenance processes.
• Experience dealing with vulnerable residents.
• Understanding of housing legislation and regulatory requirements.
• Experience using systems such as Northgate, NEC Housing, Civica, Dynamics 365, OHMS or similar.

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