Customer Advisor

Part Time – Permanent – £25k prorata (£13.5k) – Swinton

This is a fantastic opportunity for an experienced Customer Service Advisor, Call Handler, Contact Centre Advisor or Administrator who enjoys speaking to people and is confident dealing with a variety of enquiries. You will be the first point of contact for residents, providing a professional and helpful service across telephone, email and text. Some conversations may be sensitive or challenging, so you will need to be calm, patient and empathetic, with the ability to manage expectations and know when to escalate an issue.

Key Responsibilities

• Answer incoming calls from residents and deal with enquiries in a professional and empathetic manner.
• Handle sensitive, challenging or occasionally difficult conversations confidently.
• Respond to emails and text messages promptly and professionally.
• Record enquiries, updates and actions accurately on internal systems.
• Arrange, confirm and cancel appointments where required.
• Liaise with surveyors and operational teams regarding appointments and access arrangements.
• Keep resident records and electronic job files accurate and up to date.
• Prioritise workloads and escalate urgent, complex or welfare-related concerns appropriately.
• Provide clear and accurate information to residents.
• Support the wider team with general administration, data entry and record keeping.

What We’re Looking For

The successful candidate will ideally have:

• Previous experience in customer service, call handling, contact centre, administration or a similar role.
• Experience dealing with customers who may be upset, frustrated or anxious.
• Excellent verbal and written communication skills.
• Strong administration and organisational skills with excellent attention to detail.
• Good Microsoft Office skills, particularly Excel.
• The ability to manage multiple tasks and prioritise effectively.
• A calm, resilient and professional approach when working under pressure.
• Good judgement and the confidence to escalate issues when necessary.
• A friendly, approachable and empathetic manner.

What’s in it for you?

• Join a supportive and friendly team.
• Full training and ongoing support.
• Opportunity to work on a high-profile project.
• Gain valuable experience working with residents, surveyors and operational teams.
• The opportunity to make a genuine difference to people’s experience of the service.

Please note that due to the high volume of applications we receive, only those successfully shortlisted for the role will be personally contacted.