Contact Centre Advisor

Contact Centre Advisor

Location: Pitsea, SS13
Temporary contract till end of March 2026
Job Type: Full-time, with hybrid working options available after initial training
Salary: £14.34 per hour PAYEWe are seeking a Contact Centre Advisor to act as the first point of contact for residents, handling enquiries across multiple channels and delivering a high level of service. This role is based in our Pitsea office and offers the opportunity to transition to hybrid working, subject to performance and team leader approval.

Day to day of the role:

Handle resident enquiries through various channels including calls, emails, live chat, and social media, ensuring a seamless experience.
Provide accurate and timely information on services, focusing on resolving issues at first contact.
Escalate complex or sensitive queries to specialised teams as appropriate.
Maintain up-to-date knowledge of services, policies, and procedures to ensure accurate advice is given to residents.
Collaborate with colleagues across the Contact Centre and Complaints teams to share insights and feedback for service improvement.
Use CRM and other tools to document all resident interactions and ensure accurate records are kept.Required Skills & Qualifications:

Proven experience in a contact centre or customer service environment.
Preferred experience in social housing or a similar public sector service environment.
Excellent communication skills, both verbal and written, across telephone and digital platforms.
Organisational and time management skills, with the ability to deliver against SLAs.
Proficient in CRM systems, contact centre software (e.g., Genesys), and digital communication tools.
Excellent knowledge of the Housing Ombudsman Complaint Handling Code.
Customer-focused, adaptable, flexible, and resilient, especially when managing escalated or complex resident issues.To apply for the Contact Centre Advisor position, please submit your CV detailing your relevant experience