Customer Relationship Advisor

18 hours per week

Gloucester City Homes (GCH) is an ambitious, dynamic housing association with strong community roots. We are focused on building homes and communities where people can thrive and delivering valued services to our customers.

We are now seeking a Customer Relationship Advisor to take ownership of customer issues at the first point of contact, be it via telephone, social media, email or the GCH website.

You’ll provide a great customer experience to all customers, that is focused on listening and exercising autonomy to find suitable solutions. You’ll resolve, wherever possible, customer enquiries relating to all common aspects of the customer lifecycle (lettings, tenancy enquiries, rents, and low level anti-social behaviour) and provide advice and signposting to information as appropriate.

This role is based at our Head Office in Gloucester. The working hours for this post are Monday 9.30am-3pm, Tuesday 10.30am-5pm & Thursday 10am -5pm.

We’d like you to…

• Have experience of working in a customer facing call centre environment, ideally within the Social Housing sector.
• Have experience of diagnosing issues and facilitating solutions.
• Have experience of problem solving and complaints resolution together with making informed decisions when assisting and supporting staff in dealing with complex or challenging cases.
• Have good understanding of housing and property management, especially relating to tenancy, repairs, and Neighbourhood management.
• Be computer literate, comfortable using Microsoft Office packages, housing, and CRM systems as well as call handling software.

A relevant technical housing qualification, such as a level 3 diploma in Housing Management is advantageous but not essential.

Closing Date:

GCH reserve the right to bring the closing date forward should enough quality applications be received prior to the current closing date.

GCH is committed to equal opportunities. We actively encourage applications from all sections of our community, particularly those with lived experience of our work.

We celebrate the diverse nature of our customers and colleagues, striving to develop diverse teams where everyone can be their authentic self through an inclusive, family friendly, flexible and fun culture. Our values of pride, quality, integrity and innovation are at the heart of what we do. So, if this sounds like you, we’d be delighted to hear from you!