Customer Services Advisor

Title: Customer Services Advisor

Salary: £27,747

Location: Hybrid/Hammersmith

Hours: 35 per week Monday – Friday

Contract Type: Permanent

Closing Date: midday Monday 9 September 2024

Founded in 1920 by women and men who understood the challenges faced by women trying to secure affordable, safe and independent housing at the time. The need for safe, secure, affordable housing for single women is as great as ever. We remain committed to making a positive difference to women’s lives by providing high quality homes and services. We are looking for a confident Customer Services Advisor to provide reliable and sophisticated service to our residents, and to promote positive and professional image of Women’s Pioneer Housing by being the first point of contact for our residents.

We are looking for a highly organised, self-motivated, collaborative and outcome-focused professional who can demonstrate patience and empathy, and record information in an accurate and efficient manner. An understanding of social housing is preferred but not required – a great attitude and telephone manner, respect for our residents and a commitment to delivering first class customer service is essential.

Reporting to the Customer Services Manager, you will be part of a team of four Customer Services Advisors responsible for ensuring our residents receive great customer service as well as resolving queries and organising repairs.

You will be experienced in working in a customer-focused environment and will be able to demonstrate outstanding call-handling skills, and able to provide positive outcomes for residents whilst balancing priorities. You will have a good grasp of MS Office skills, understand basic property maintenance, and be able to engage with contractors ensuring they respond positively to customer’s requests.

We are a small team, and work together to deliver our shared objectives. If you are passionate about bringing excellence to your work, enjoy collaborating with others and can demonstrate commitment in all that you do, we would love to hear from you.

If you would like an initial discussion to find out more about this role, please contact Aishah Merchant, Customer Services Manager.

We will hold face to face interviews for this role on the week commencing 16 September 2024. We will contact successful applicants directly to organise interviews.

Closing Date: midday Monday 9 September 2024

What we offer

We offer hybrid working and flexi time working. You will be fully enabled to work from home with a laptop and mobile phone provided. Embracing our one team ethos, our entire team work together at our head office at least one day each week which will support you in your work bringing opportunities for you to build positive relationships with colleagues actively enhancing our culture. We will provide a comprehensive induction programme with an opportunity to learn, develop and drive your own work.

Our benefits package includes:

• 26 days annual leave plus bank holidays rising to 29 days after 5 years’ service.
• A generous flexi-time working arrangement, enabling you to accrue up to 26 days additional days off in lieu each year.
• A generous pension scheme
• Retail portal benefits programme
• Heath and well-benefits Membership with the Chartered Institute of Housing.

We provide homes for women of all ages and backgrounds and work closely with our residents to review and continuously improve our homes and services. Our colleagues represent our resident communities and our workforce is also diverse. We welcome who you are, what you are and what you bring and will eradicate discrimination on the basis of race, religion, sex, gender identity, sexual orientation, disability, pregnancy and maternity, age and marital status. We also recognise that people can be disadvantaged by their social and economic circumstances, and we work to eliminate discrimination and disadvantage caused by social class. We appreciate applicants from all backgrounds. 

How do I apply?

Please send the following three documents to our HR Mailbox:

• An up-to-date CV which shows your full career history, we recommend that this is no longer than two pages;
• A supporting statement marked “Customer Services Advisor” explaining why you are interested in this role and detailing how you fulfil the person specification. This is a key document supporting your application, we recommend that it is comprehensive but no longer than two pages including examples which expands on your CV.
• A completed Diversity Monitoring form.

Applications must be received by midday Monday 9 September 2024 with the subject heading “Customer Services Advisor”.