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- Tasks: Provide top-notch customer service via phone and email, handling various resident enquiries.
- Company: Join Broadland Housing Association, a top-rated employer in the UK.
- Benefits: Enjoy competitive salary, enhanced leave, health perks, and training opportunities.
- Other info: Flexible hybrid working with a vibrant team culture and excellent career progression.
- Why this job: Make a real difference in residents' lives while developing your skills in a supportive environment.
- Qualifications: GCSEs in Maths and English, customer service experience, and strong digital skills required.
The predicted salary is between 27025 - 28750 £ per year.
Salary: Starting salary of £27,025 per annum, with future progression opportunities to £28,750 per annum.
Shift Hours: Temporary. Hybrid Homeworking with office base in Norwich (Minimum 2 days a week in the office). Full time, 37 hours per week on rota basis covering our Operating hours 8.00am – 5.30pm, Monday to Thursday and 8.00am – 5.00pm on Friday.
Fixed Term Contract until end of December 2026.
About the role
We are looking for an experienced and proactive Customer Service Advisor to join our team on a contracted basis. The role is fundamental to providing an excellent service to our residents and be the first point of contact on our service line. The role will require you to:
- Act as the first point of contact for residents by phone and email, providing a professional, empathetic and solution focused service.
- Provide a one stop service, handling a wide range of enquiries including repairs, rent, housing and general enquiries.
- Raise and schedule initial repairs, gathering accurate information to support correct prioritisation and effective resolution.
- Recognise and respond appropriately to expressions of dissatisfaction, including escalating issues or logging complaints in line with our procedures.
- Manage resident expectations by providing clear information on responsibilities, timescales and next steps.
- Maintain accurate and detailed records of all contacts, actions and decisions using our systems.
- Support residents to access and engage with digital services.
- Contribute positively to a busy service environment by taking ownership, being flexible and supporting team priorities.
- Work effectively in a busy call centre environment, managing high volumes of calls while maintaining accuracy and a positive customer experience.
Please see job description for full details of the role.
About You
The successful candidate will have:
- GCSE passes Grade C / Level 4 in Maths and English (or evidence of similar level of proficiency).
- Experience in a customer facing role where clear and effective communication was essential.
- Strong digital skills with excellent working knowledge of Microsoft Applications (such as Word, Excel and Teams).
- Ability to problem solve and be self-motivated.
- Demonstrate a positive, flexible and resilient attitude, contributing to a supportive team culture and be able to adapt to changing priorities.
- Be a strong team player, working collaboratively with the immediate and wider teams to support service delivery, share knowledge and help meet team and service targets.
- Be results focused, contributing to the success of individual and team performance measures including call handling, response times and outcomes for our customers.
- Have an excellent telephone manner and the ability to work in a busy environment is essential.
All team members and colleagues working for Broadland will always be expected to act in a manner that is consistent with our corporate values and behaviours, as detailed in the job description.
About Us
Broadland Housing Association offers more than 5,700 quality homes across Norfolk and North Suffolk believing that everyone deserves a home that meets their needs; we offer a caring, effective and high-quality service that is fair to everyone. We are one of the top 25 Housing Organisations to work for in the UK and feature in the top 50 organisations to work for in the East of England. Our team are provided with the digital tools to work from home as well as a supportive and flexible understanding of the challenges this sometimes presents. We are a Hybrid Homeworking employer - with a 60/40 split (60% home/up to 40% office). As the role requires attendance at Broadland premises candidates must live within a 75-minute commute of their office location (Norwich, NR1 1HU). Full details can be discussed at the interview process.
We offer staff many great benefits such as:
- Enhanced annual leave starting from 22 days, plus a day off for your birthday, a volunteering day and a personal day.
- Generous contributory pension scheme.
- Access to an Employee Assistance Programme to support you when you need it!
- Health Cash Plan – claiming for things such as eye tests and prescriptions as well as many other wellness and money saving perks.
- Utilities allowance to support hybrid home workers.
- Lots of training opportunities.
- And many more – Please see our benefits document available on our website!
For full details or if you have any questions regarding this role or any other vacancies at Broadland Housing Association, please contact our recruitment line and leave a message or email.
Closing date: Midnight on Tuesday 19th May 2026.
Customer Service Advisor, Temporary in Norwich employer: Broadland Housing
Contact Detail:
Broadland Housing Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor, Temporary in Norwich
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Broadland Housing Association. Understand their values and what they stand for. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Role-play common interview questions with a friend or family member. Focus on how you can demonstrate your customer service skills and problem-solving abilities. The more comfortable you are, the better you'll perform!
✨Tip Number 3
Show off your digital skills! Since the role requires strong digital proficiency, be ready to discuss your experience with Microsoft applications. Maybe even mention a time when you used these tools to improve customer service or streamline a process.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Customer Service Advisor, Temporary in Norwich
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Service Advisor role. Highlight your relevant experience and skills that match what we're looking for, like your communication skills and problem-solving abilities.
Show Your Personality: We want to see the real you! Don’t be afraid to let your personality shine through in your application. Share examples of how you've handled customer queries or complaints with empathy and professionalism.
Be Clear and Concise: When writing your application, keep it clear and to the point. Use bullet points where necessary to make it easy for us to read. We appreciate a well-structured application that gets straight to the good stuff!
Apply Through Our Website: Remember to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, you can find all the info you need about the position there!
How to prepare for a job interview at Broadland Housing
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Customer Service Advisor role. Familiarise yourself with the key responsibilities, such as handling enquiries and managing resident expectations. This will help you demonstrate your knowledge and show that you're genuinely interested in the position.
✨Showcase Your Communication Skills
Since effective communication is crucial for this role, prepare examples of how you've successfully handled customer interactions in the past. Think about times when you resolved issues or provided excellent service, and be ready to share these stories during the interview.
✨Demonstrate Problem-Solving Abilities
Be prepared to discuss how you approach problem-solving. Think of specific instances where you identified a problem, took initiative, and found a solution. This will highlight your proactive attitude and ability to work under pressure, which are essential for a busy call centre environment.
✨Emphasise Teamwork and Flexibility
The role requires collaboration and adaptability, so come ready to talk about your experiences working in teams. Share examples of how you've supported colleagues and contributed to team goals, as well as how you've adapted to changing priorities in previous roles.