Customer Experience Advisor: First-Contact Housing Support

Glasgow Source: WhatJobs

£31,792 to £35,332

Customer Experience Advisor ( 6 Month FTC )

Glasgow area

Maryhill Housing Association

As a Customer Advisor you will:

Deliver a high-quality, responsive customer experience within a fast-paced, high-performing team environment
Act as the first point of resolution for a wide range of enquiries, including income, tenancy management, repairs, lettings, anti-social behaviour (ASB), and factoring services
Provide first-line support for factoring queries, resolving issues where possible and escalating more complex cases appropriately
Take ownership of customer queries, resolving them at first contact wherever possible and ensuring timely follow-up where required
Work collaboratively with internal teams and external partners to ensure a seamless and efficient customer journey
Use the Customer Experience & Housing Management System to accurately record, manage and track all customer interactions and case activity
Accurately maintain customer records, ensuring all data is complete, up to date, and compliant with organisational standards
Proactively communicate with customers to provide updates, using outbound calls, emails, or social media where appropriate
Schedule and manage appointments for services such as repairs and tenancy visits
Process customer payments and set up payment arrangements, including direct debits
Assess when escalation is necessary and refer cases appropriately, ensuring clear handovers and continuity of service
Handle customer complaints professionally, aiming for early resolution and escalating in line with policy where required
Work within defined customer experience performance standards, meeting targets relating to quality, resolution times, and customer satisfaction
Support wider team functions, including administration related to void works, housing applications, and health & safety compliance
Undertake reception duties on a rota basis
Gather customer feedback, including satisfaction surveys, and contribute to service improvement insights
Assist in the preparation of reports and performance data for management

Corporate Responsibility

Work collaboratively with colleagues to deliver services aligned with organisational values
Ensure compliance with all regulatory, statutory, and legal requirements
Adhere to organisational policies including code of conduct, health & safety, equality and anti-fraud measures
Communicate clearly and effectively with customers, ensuring services are accessible and easy to understand
Maximise the use of ICT systems, including the Customer Experience & Housing Management system, to improve service delivery and operational efficiency
Maintain accurate records and contribute to performance reporting, audit requirements, and continuous improvement activity
Actively seek and use customer feedback to support service development and improvement