Customer Service Advisor

Ready to be the voice that makes someone’s day? Join us as a Customer Service Advisor and step into a role where no two days are the same. You’ll be at the heart of Acis — answering calls, chatting with customers online, welcoming visitors, and keeping our office running smoothly. From handling online enquiries to owning complex cases and supporting colleagues across the organisation, you’ll be the person who brings calm, clarity and great service to every interaction. You’ll thrive here if you’re someone who speaks up for what’s right, loves working collaboratively, and takes real ownership of your work. We’re looking for people who bring personality, passion and a problem‑solving mindset — people who don’t just spot issues but help shape better ways of working. If you’re driven to deliver first‑time resolutions and create brilliant customer experiences, this is where you belong.

Responsibilities

• Answering calls to customers
• Handing customer enquiries via our digital channels such as livechat, our portal or texting
• Responding to social media enquiries
• Dealing with visitors to Acis House
• Ordering office supplies, and maintaining efficiencies
• Own all incoming and outgoing post and deliveries
• Owning and following through a complex customer enquiries including the resolution of frontline complaints
• Fully updating our systems in live time
• Supporting colleagues across the organisation so that knowledge is shared and customer queries can be resolved as efficiently as possible
• Identifying areas for improvement and helping to progress this
• Supporting the first time resolution of customer enquiries and meet our organisational targets on front line service delivery
• Working independently ‘out of hours’ handling emergency calls and digital enquiries

Experience and Skills

• Good standard of education, with strong numeracy and literacy
• Experience of working in a fast paced, customer focussed office environment dealing with enquiries via the telephone, digital methods, social media and face to face
• Strong IT skills with experience of utilising a customer relationship management system
• Customer focussed and experience of resolving complaints
• Ability to work effectively as part of a team
• Able to portray a positive professional image and have empathy with Acis’ aims and values
• Have a nonjudgmental, approachable and calm approach to communicating with our diverse and vulnerable customers
• Ability to be flexible with working hours to meet the needs of the business
• Resilience. Working in social housing is a challenging but rewarding career, you’ll be helping to bring real change to our customer’s lives

What will make you stand out from the crowd

• Proactive in seeking results
• Able to make quick and logical decisions in line with current policies and information available
• Knowledge of providing customer support via social media and digitally
• Experience of repairs diagnosis
• You’ll be adept at change, having got hands on experience living and breathing new ways of working and knowing how to bring your colleagues along for the experience and do what is right for your customers

Being part of the Acis team, you’ll get

• Generous holiday entitlement – 25 days annual leave rising by 1 per year to a max of 30 plus bank holidays (pro rata)
• Pension contributions up to 10%
• The opportunity to undertake professional training, funded by us
• One days paid leave a year for volunteering work (in addition to your Annual leave entitlement)
• Staff benefits with Paycare – A health and benefits scheme giving you support and contributions towards various health benefits such as counselling, eye tests, vaccinations and much more
• Benefits with Acis Perkz – a discount scheme giving you savings off hundreds of schemes including discounts on your coffee, weekly shop, days out and much more!
• Employee recognition scheme, where we celebrate and award our Stars within Acis, including gift vouchers
• Long service awards for our loyal employees
• Cycle to work scheme
• Employee Assistance Programme to give you confidential advice and support, when you need it
• Professional membership subscription to support your continuous professional development
• Death in service benefit as part of our pension scheme

As soon as a suitable candidate is found for this role we reserve the right to close the job advert ahead of the closing date, so please do not delay in submitting your application. Acis are committed to equality and diversity, are a proud member of disability confident and welcome applications from any applicant who feel they hold the essential skills to fulfil the role. We recognise that people need flexibility in their role and we’re happy to discuss flexible working options with the successful candidate in addition to any aid with interviewing that you might need.