Contact Centre Advisor

• Handle a high volume of inbound and outbound customer calls / live chat on behalf of multiple housing associations
• Deliver exceptional customer service, ensuring every caller feels heard, supported, and valued
• Accurately log information, update systems, and follow processes to ensure smooth case handling
• Resolve customer queries at first point of contact wherever possible
• Escalate complex issues to specialist teams / Team Leaders when required
• Work collaboratively with colleagues and client teams to maintain service excellence
• Meet regular performance targets around call quality, productivity, and customer satisfaction
• Contribute to continuous improvement by sharing customer insights, identifying recurring issues, and supporting the development of more efficient processes
• Work flexibly as part of a rota that includes evening and weekend shifts

• Previous experience in a call centre or customer service environment is essential
• Strong communication skills and the ability to stay calm under pressure
• A genuine passion for helping people and delivering quality service
• Confidence using Microsoft Outlook packages and learning new software quickly
• A proactive, solution-focused approach to customer queries
• Flexibility to work evenings and weekends as part of a rotating schedule

Housing experience

• Contributory pension scheme
• 20 days + Bank holidays (service based increasing holiday scheme)
• Enhanced maternity, paternity, adoption leave and other family friendly policies
• Sureserve Benefits Hub, accessing over 1000 retail discounts
• Virtual GP service, available for employees and immediate family
• Employee Assistance Programme (EAP)
• Bike2Work Scheme
• EV Car Scheme
• Employee engagement events and Employee Voice programmes
• Strong opportunities for career growth and development
• Sureserve Legends – celebrating the fantastic ways in which our employees live our values
• Committed to Diversity & Inclusion