Competitive salaries
Stakeholder pension scheme
Generous annual leave

Housing Services Advisor / Customer Services Advisor x2

Vacancy Salary £26,038
Vacancy Location Letchworth, Hertfordshire
Mergefield Title {Mergefield Value}
Mergefield Title {Mergefield Value}

This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.

1x Full time, Permanent

1x Full time, 12 months FTC


Role Purpose

You will provide an accessible, high quality housing service to all of our customers; with a focus on first contact resolution and customer satisfaction. You will deliver these services through a variety of communication channels showing enthusiasm, flexibility, ownership and a commitment to improving the customers experience. Having an appreciation of the importance of social housing you will have a strong desire to deliver an ‘easy to access - simple to use, service our customers can trust’. 


Making it happen! 

You will:  

  • Be able to respond to and resolve a wide range of customer enquiries received through different channels of communication.  

  • Be flexible and able to respond quickly to changing demands.  

  • Have excellent customer service skills and be able to manage difficult and challenging circumstances. 

  • You will work shift patterns which may extend outside of the core service hours of 8.00am to 5.00pm, as the service expands to meet customer demand for responses via online channels. 


You will also:  

  • Diagnose, prioritise and schedule requests for repairs - applying our service offer and standards.  

  • Give advice, guidance and support to our customers in relation to all tenancy related enquiries.  

  • Be innovative and able to spot opportunities to improve services.  

  • Accurately record contacts and associated information on our systems.  

  • Effectively deal with customer complaints, balancing customer satisfaction and business need.  

  • Follow policies and processes with the confidence to apply the service standards firmly and fairly.  

  • Take payments from customers ensuring compliance with financial procedures and legislation.  

  • Make outbound contacts (telephone and written) regarding the progress of service requests, rent arrears and other promotional campaigns.


A basic must!  

  • Experience of providing an excellent front line customer service, ideally in a contact or service centre.  

  • An understanding of social housing and the sector.  

  • Take ownership and show care when dealing with our customers.  

  • Flexible attitude to work, and work patterns, with ability to work effectively with a variety of colleagues and to adapt to a changing environment and expectations  

  • Excellent communication skills both verbally and in writing.  

  • Ability to use databases and other contact management systems. 


Able to:  

  • Use own initiative within a high performing team environment.  

  • Actively listen and ask questions to achieve the best outcome for the customer.  

  • Think quickly and find solutions to problems.  

  • Deal effectively with customers who may be angry, upset or confused.  

  • Cope well under pressure and manage peaks and troughs in volume and demand.  

  • Demonstrate a commitment to equality and diversity.  

  • Demonstrate an empathetic but confident and assertive manner  

  • Be a professional in the housing sector by aiming towards and achieving professional development through the chartered institute of housing 


For added brilliance! 

With experience of working in social housing you will have a good insight into the diversity of our customer base and the impact this has on the way we deliver services


Closing Date: 5th June

In 2003 the council homes in North Hertfordshire were transferred to a new housing association with the aim of improving tenants’ homes and creating the capability to build more affordable housing.

In 2018 we became settle. The change reflects how we have evolved as an organisation with a clear identity and a passion for delivering more high-quality affordable homes. As the name suggests we want customers to be able to settle – to find somewhere they can establish themselves, create a life, a community and prosper.

Getting the basics right, creating a great customer experience and delivering new homes to meet local needs are what makes settle a great housing association. This doesn’t happen by chance – we focus on neighbourhoods, helping with employment and support and by tackling loneliness.

The commitment, passion and care that our colleagues demonstrate every day is what makes us special. We are proud to work in social housing, we care deeply about the lives of our tenants and how we can help, and we are committed to making settle the housing association in Hertfordshire and Bedfordshire.

At settle we value diversity and inclusion and strive to be a workplace where you can be yourself. We are committed to continually improving the diversity of our workforce and attracting applicants from a wide range of backgrounds and experiences. We encourage applications from people who identify with minority or marginalised characteristic groups such as Black, Asian or any other minority ethnic background, the LGBTQ+ community, areas or households of low social income and mobility and those with a disability.

We are also Disability Confident employers and will ensure any reasonable adjustments are in place where possible throughout the recruitment journey and into employment. Additionally, we are open to discussing hybrid working to support colleagues to find the right balance with working between home and the office.


We are proud to work in social housing


We are more powerful together


We trust each other to do the right thing


We achieve great things when we create opportunities to thrive


We love new ideas and being creative


We know the settle way will achieve our purpose

Competitive salaries

Stakeholder pension scheme

Generous annual leave

Enhanced maternity, paternity and adoption leave

Counselling sessions

Training and development opportunities

Flexible working

Corporate performance pay award

Life assurance

Local discounts

Healthcare cash plan

Mental health support

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