Housing Admin Customer Care Advisor

Description

We are seeking an experienced and highly organised Customer Services Advisor whose skills can make a real difference in a social housing environment. We value your strong communication skills and attention to detail.The successful candidate will serve as the first point of contact for residents, contractors, and stakeholders, delivering excellent customer service while supporting the housing management team's day-to-day operations. This role is best suited to someone with previous experience within social housing, housing associations, or local authority environments who enjoys structured operational work rather than project-based assignments.

Responsibilities

• Provide a professional front-line customer service experience via phone, email, letter, and in person.
• Manage and resolve a broad range of resident enquiries at the first point of contact
• Arrange appointments, coordinate access, and organise meetings
• Liaise with residents, Managers, contractors, and the External Management Agent.
• Log communal repairs and proactively follow up on updates.
• Maintain accurate records across housing and document management systems (CD & EDMS)
• Raise purchase orders and payment requests using finance systems.
• Prepare resident communications, including letters and newsletters.
• Support vulnerable residents and manage customer expectations during service delays.
• Assist with operational and compliance-related projects, including Fire Safety initiatives.

Qualifications – Essential

• GCSE Grade (or equivalent) in English Language and Mathematics.
• NVQ Level Customer Service qualification or equivalent level of experience
• Advanced Microsoft Office, Word, Excel, Outlook, Social Media and CRM.

Criteria for Shortlisting - About You - What We're Looking for in the Ideal Candidate:

• Experience in a fast-paced environment with unpredictable demand.
• Ability to listen sensitively and give appropriate advice, referring customers to other services as necessary.
• Excellent and proven customer service skills with the ability to build and manage effective relationships with a range of businesses, partner organisations and key stakeholders.
• Experience working with members of the public in a customer service environment.
• Experience in managing one's own workload.
• Experience with telephone systems, TEAMS, Outlook and the Internet.
• Demonstrated strong interpersonal skills –ability to communicate clearly and sensitively.
• Must be able to show empathy, patience and encouragement.
• Demonstrated ability to work quickly, under pressure and flexibly – providing support across different roles where necessary.
• Strong attention to detail and communication skills.
• Ability to understand technical information.
• Must be able to thrive in a fast-paced environment.
• Full-time office attendance is required for the first 3 months, with remote working options available after review, helping candidates understand the initial work setup and flexibility.

Compliance Requirements

• 3 Years References
• Willing to engage in the Pre-Engagement Questionnaire and mandatory pre-screening application process.

Diamond Blaque Group, a leading public-sector provider, is acting as the employment Business for this vacancy. We are dedicated to fostering an inclusive environment that values diversity and equal opportunity in the workplace.