Customer Services Advisor (Housing)
| Posting date: | 11 June 2025 |
|---|---|
| Salary: | £29,795.00 per year |
| Hours: | Full time |
| Closing date: | 18 June 2025 |
| Location: | Teddington, South West London |
| Remote working: | Hybrid - work remotely up to 2 days per week |
| Company: | Richmond Housing Partnership (RHP) |
| Job type: | Permanent |
| Job reference: |
Summary
Connect with what you’ll do
In your role you’ll:
• Resolve customer queries, owning queries from start to finish across all channels: phone, email, webform, face to face and social media
• Support customers to access our services online
• Investigate and resolve customer queries by providing advice and guidance on a range of issues, making referrals and signposting
• Take initial reports of anti-social behaviour, gather evidence and make appropriate decisions on next steps
• Be able to answer tenancy management related questions from our customers
• Own your performance by ensuring strong management of cases and that these are managed in line with expectations
• Support the housing team by writing to customers about housing-related services and issues
• Work with third parties to resolve queries, discussing conflict priorities to get the best outcome for the customer
• Suggest service improvement to resolve cases and improve customer service
• Build a detailed understanding of housing and handling contact as a priority
• Support other areas with handling phone contact when required
• Support with general process housing related administrative tasks including new and expired 3rd party authorisations
• Carry out any other reasonable duties to deliver great service
Connect with how you’ll do it
We’re looking for someone with experience of:
• Delivering first-class customer service, preferably in housing or repairs.
• Using MS office including Word and Excel
It’d blow us away if you had:
• Experience of using Microsoft Dynamics 365
The key behaviours we expect in the role include:
• Role modelling our values: we know our stuff / we make it happen / we care.
• Demonstrate inclusive behaviours, respecting and embracing difference and listening to other people’s unique perspective.
• Communicate passionately and authentically across different channels, adapting your style and methods to meet the needs of a diverse range of customers and colleagues.
• Being digitally savvy, learning our systems quickly and using them to deliver an amazing customer experience.
• Communicating clearly, concisely and thoughtfully both verbally and in writing.
• Working in an organised, methodical way with excellent accuracy and attention to detail.
• Making wise decisions and solving problems without overcomplicating things, understanding the needs of customers and the different tenures.
• Championing collaborative working across the organisation.
• Building trust by doing what you say you will.
• Holding your hands up if you make a mistake and quickly re-focus to put things right.
• Seizing opportunities by being brave and stepping outside of your comfort zone.
• Demonstrating a good understanding of GDPR and data requests.
In your role you’ll:
• Resolve customer queries, owning queries from start to finish across all channels: phone, email, webform, face to face and social media
• Support customers to access our services online
• Investigate and resolve customer queries by providing advice and guidance on a range of issues, making referrals and signposting
• Take initial reports of anti-social behaviour, gather evidence and make appropriate decisions on next steps
• Be able to answer tenancy management related questions from our customers
• Own your performance by ensuring strong management of cases and that these are managed in line with expectations
• Support the housing team by writing to customers about housing-related services and issues
• Work with third parties to resolve queries, discussing conflict priorities to get the best outcome for the customer
• Suggest service improvement to resolve cases and improve customer service
• Build a detailed understanding of housing and handling contact as a priority
• Support other areas with handling phone contact when required
• Support with general process housing related administrative tasks including new and expired 3rd party authorisations
• Carry out any other reasonable duties to deliver great service
Connect with how you’ll do it
We’re looking for someone with experience of:
• Delivering first-class customer service, preferably in housing or repairs.
• Using MS office including Word and Excel
It’d blow us away if you had:
• Experience of using Microsoft Dynamics 365
The key behaviours we expect in the role include:
• Role modelling our values: we know our stuff / we make it happen / we care.
• Demonstrate inclusive behaviours, respecting and embracing difference and listening to other people’s unique perspective.
• Communicate passionately and authentically across different channels, adapting your style and methods to meet the needs of a diverse range of customers and colleagues.
• Being digitally savvy, learning our systems quickly and using them to deliver an amazing customer experience.
• Communicating clearly, concisely and thoughtfully both verbally and in writing.
• Working in an organised, methodical way with excellent accuracy and attention to detail.
• Making wise decisions and solving problems without overcomplicating things, understanding the needs of customers and the different tenures.
• Championing collaborative working across the organisation.
• Building trust by doing what you say you will.
• Holding your hands up if you make a mistake and quickly re-focus to put things right.
• Seizing opportunities by being brave and stepping outside of your comfort zone.
• Demonstrating a good understanding of GDPR and data requests.