Professional, Accountable
Collaborative, Evolving

Customer Contact Advisor / Customer Service Advisor

Vacancy Salary £22,809.73 per annum
Vacancy Location Long Stratton, Norwich, Norfolk
Mergefield Title {Mergefield Value}
Mergefield Title {Mergefield Value}

This is a Permanent, Full Time vacancy that will close in {x} days (x will be poplulated when viewing published adverts).

We are recruiting for a Customer Contact Advisor to join our team based in Long Stratton. To provide an excellent first point of contact for all customers of Saffron and stakeholders.  By diagnosing repairs, raising maintenance work orders, recovery of rent arrears, income collection, and providing technical administrative and clerical support to staff within Asset Management and Housing Management.

Key responsibilities include:

  • Establish the needs of the customer and where possible resolve enquiries at the first point of contact. The enquiries could include but are not limited to:
    • Responsive repairs, gas safety, improvements and major repairs
    • Housing, estate and tenancy management
    • Arrears, rent queries and payments
    • Resident and community involvement, including surveys
  • Take responsibility for all enquiries ensuring that they are dealt with accurately and in a timely manner and that customers are kept regularly informed of progress.

Please see the full list of responsibilities on the Role Profile attached.

Our ideal candidate will have:

  • Relevant experience of working in a busy customer contact / call centre environment using call scripts, scheduling/scheduling software, processes, customer contact software and other proprietary systems.
  • Driven by customer satisfaction and always looking to provide a resolution at the first opportunity.
  • Possess the following qualities:
    • Friendly
    • Polite
    • Empathetic
    • Professional
    • Positive
    • Enthusiastic
    • Energetic
  • Possess excellent communication and interpersonal skills, with the ability to liaise with various audiences both in writing and verbally.
  • Able to work as part of a team and also able to work independently without the need of close supervision.
  • Intuitive with IT and possess good IT skills to include Microsoft Word, Excel, Outlook and Teams.


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We are a housing association based in Norfolk providing quality homes and services to people across the county and in Suffolk.

We manage over 6,000 homes including affordable homes for those in housing need who cannot afford to rent or buy in the open market.

We offer specialist homes for older and vulnerable adults and are committed to providing new homes to help solve the housing crisis.


Customer Service

We will provide quality landlord services and create a service culture for our customers making it easy for them to do business with us.


We will remain financially strong, maximising value for money and creating capacity to build and invest in our homes and services.

People and Culture

We will invest in our people and our systems to maximise efficiency and ensure we realise our full potential.


We will operate in a culture where strong governance, compliance and risk assessment is business as usual.


We will actively manage our existing homes, and deliver new affordable housing to provide quality homes for current and future customers.



Generous holiday entitlement


Private medical insurance

Shopping discounts

A cycle to work scheme

staff recognition awards

Access to our Employee Assistance Programme

Support for your qualifications

Access to our mental health first aiders

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