Customer Solutions Advisor

Customer Solutions Advisor

Kingston Upon Thames |
Permanent

We are recruiting for a Customer Solutions Advisor to join a fast‑paced housing services team. This role is ideal for someone who enjoys helping people, thrives in a customer‑focused environment, and has experience handling a wide range of enquiries with professionalism and empathy.

You will be the first point of contact for residents and service users, delivering a high‑quality customer service experience across phone and email. You will manage housing‑related queries from start to finish, ensuring issues are resolved promptly or escalated appropriately while keeping residents informed throughout.

• Act as the first point of contact for residents and clients
• Log repairs and respond to housing‑related enquiries
• Answer calls within agreed service levels (20 seconds) and respond to emails promptly
• Handle enquiries relating to rent, repairs, tenancy matters, anti‑social behaviour, and general housing services
• Accurately record all interactions using housing management or CRM systems
• Liaise with internal teams including Repairs, Income, Tenancy Management, Planners, and Planned Works
• Escalate emergency repairs and unresolved cases appropriately
• Follow scripts and procedures to ensure issues are resolved right the first time
• Provide empathetic, professional support, particularly when dealing with vulnerable residents

• Experience in a customer‑facing role (housing or public sector experience preferred)
• Excellent communication skills, both verbal and written
• Strong IT skills and confidence using CRM or housing management systems
• Ability to remain calm under pressure and manage challenging conversations
• Strong attention to detail and problem‑solving skills
• Knowledge of social housing services is an advantage

• Permanent position with strong development and progression opportunities
• 25 days annual leave plus bank holidays
• Salary sacrifice schemes including holiday purchase, EV schemes, and pension contributions
• Life assurance and private medical insurance
• Wellbeing and counselling services
• Retail and lifestyle discount platform
• Enhanced family leave provisions
• Recognition and reward initiatives

All roles are subject to background, identity, and security checks. If you're passionate about delivering excellent customer service and making a positive impact within local communities, we'd love to hear from you.