Customer Service Advisor (Reception)

Do you have strong communication skills, a passion for delivering excellent customer service, and the ability to handle a wide range of enquiries in a fast-paced environment? We’re looking for a Customer Service Advisor Reception to join our team and play a key role in providing a high-quality, front-line service to our customers across multiple channels. The role will be based in our Liverpool City Centre Office, with potential travel to our St Helens and Warrington offices in line with business needs.

WHAT YOU’LL BE DOING

• Act as a first point of contact for customers, handling face-to-face, telephone and digital enquiries efficiently and professionally.
• Administer housing applications through Property Pool Plus, ensuring all applications are processed accurately and in line with policy and procedures.
• Handle sensitive customer information with a high level of confidentiality and professionalism, ensuring data is managed securely at all times.
• Carry out detailed checks and verification of application information, maintaining a high level of accuracy and attention to detail.
• Support customers with queries relating to their housing applications, providing clear guidance and updates where required.
• Provide accurate advice to customers by applying company policies and procedures across a range of housing services.
• Process a variety of customer enquiries, including tenancy management, repairs, allocations, and complaints.
• Support customers with rent-related queries, including taking payments and agreeing repayment arrangements where appropriate.
• Investigate and resolve customer enquiries, taking ownership and liaising with internal teams where required.
• Accurately record all customer interactions on housing and case management systems, ensuring a clear audit trail.
• Apply policies relating to anti-social behaviour, complaints and repairs, ensuring cases are handled appropriately.
• Support customers in accessing digital services and setting up online accounts.
• Work collaboratively with colleagues across the organisation to resolve issues and improve service delivery.
• Meet and exceed performance targets, service standards and key performance indicators.
• Maintain a flexible and proactive approach to work in a busy and demanding environment.
• Ensure all activities are carried out in line with data protection, health and safety, and equality and diversity requirements.

WHAT WE’RE LOOKING FOR

• Experience working in a customer service environment, ideally within a complex or fast-paced setting.
• Experience working with detailed administrative processes, ideally involving applications or case management.
• Excellent attention to detail, with the ability to process information accurately and identify inconsistencies.
• Experience handling sensitive or confidential information in a professional and secure manner.
• Ability to follow complex policies and procedures when assessing or processing applications.
• Strong organisational skills, with the ability to manage high volumes of work while maintaining accuracy.
• Ability to understand and apply policies and procedures to resolve customer enquiries.
• Strong communication skills, with the ability to handle challenging conversations professionally and empathetically.
• Good problem-solving and investigation skills, with the ability to make sound decisions.
• Experience working with a range of stakeholders and managing difficult or sensitive situations.
• Strong IT skills, with experience of using systems to record and manage customer information.
• A proactive, flexible approach with the ability to manage a varied workload.
• A team-focused mindset, with a commitment to delivering excellent customer service.

INTERVIEW PROCESS

Candidates will be invited to attend an interview, which will include a competency-based discussion exploring relevant experience, knowledge and skills required for the role, as well as a short assessment. Interviews will take place w.c 11th May 2026.

ADDITIONAL INFORMATION

Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed: Right to work verification, Qualification certificate check (where applicable), Two completed references, Occupational Health questionnaire, Fit for Work DBS check (if required for the role), Completion of all new starter documentation including signed terms and conditions.

Please note, we reserve the right to close this advert early if we receive a sufficient number of applications.