Contact Centre Advisor (Fixed-term contracts)

Location: Office Based initially until end of the probation period.  Option to work from home 1-2 days a week after probation
Hours: 37.5 hours per week (shift pattern)
Contract Positions:

• Fixed-Term Contract: Until the end of March
• Maternity Cover: 9–12 months

Salary: Competitive

The Opportunity

We are currently recruiting on behalf of a well-established organisation for Contact Centre Advisors to join their busy Customer Services team.

There are two fixed-term opportunities available, with both positions working 37.5 hours per week. One role will run until the end of March, while the second is available on a maternity cover basis for approximately 9–12 months.

As a Contact Centre Advisor, you will be an important first point of contact for customers, providing responsive, professional and empathetic support across a range of communication channels.

This is a varied customer service role where you'll be responsible for handling enquiries, resolving issues wherever possible at the first point of contact and ensuring customers receive accurate and helpful information.

About the Role

You'll deal with a wide range of customer enquiries across telephone, email, web chat and social media, using your communication and problem-solving skills to understand what customers need and provide an effective resolution.

Your responsibilities will include:

• Responding to customer enquiries across multiple channels, including telephone, email, web chat and social media.
• Providing accurate information and resolving enquiries efficiently at the first point of contact wherever possible.
• Recording and maintaining accurate customer information and interactions using CRM and other digital systems.
• Handling routine enquiries and taking ownership of issues through to resolution.
• Identifying when an enquiry requires additional support and escalating complex matters to the appropriate team.
• Supporting customers to access digital services and promoting self-service options where appropriate.
• Recognising where reasonable adjustments may be required to ensure customers can access the service effectively.
• Working across a range of service areas, developing knowledge across areas such as repairs, income, housing management, digital services and anti-social behaviour.
• Building positive relationships with customers, colleagues, contractors and partner organisations.
• Contributing to team targets, service standards and wider customer experience objectives.
• Identifying recurring issues and contributing ideas to improve customer service and processes.

About You

We're looking for someone who genuinely enjoys helping people and can remain calm, professional and solution-focused when dealing with a busy workload.

You'll ideally have:

• Previous experience in a customer service or contact centre environment.
• Excellent verbal and written communication skills.
• Strong listening and problem-solving abilities.
• The ability to deal confidently and empathetically with a wide range of customers and enquiries.
• Experience working in a fast-paced environment where there are multiple priorities.
• Good IT skills and confidence using digital systems and tools.
• Strong attention to detail, particularly when recording customer information.
• The ability to work effectively as part of a team while taking ownership of individual enquiries.
• A flexible and adaptable approach to working hours and changing customer requirements.

Previous knowledge or experience of housing services would be advantageous, although it is not essential.

A CIH Level 3 qualification would be beneficial. Candidates who do not currently hold this qualification should be willing to undertake the relevant study.

What You'll Be Doing

You'll be expected to develop your knowledge across multiple service areas and become confident handling a broad range of customer enquiries.

During your first six months, you'll work towards handling a minimum of 45 customer transactions per day, increasing with experience while maintaining the required quality and service standards.

You'll have the authority to resolve routine enquiries yourself, while recognising when an issue needs to be escalated to a more senior advisor or specialist team.

The role involves shift working in line with the organisation's opening hours, with some flexibility required to work outside standard hours when necessary.