Contact Centre Advisor in Oldham

Location: Oldham

Reporting to: Contact Centre Team Manager

Contract: Permanent

Hours: 37 hours per week

Salary: £26,989

Improving lives in Oldham

At First Choice Homes Oldham, we are committed to improving lives by providing quality homes and strong communities. Our Contact Centre plays a vital role in how customers experience our services, and we’re looking for friendly, motivated and customer-focused Contact Centre Advisors to join our team. This is a great opportunity for someone who enjoys helping people, solving problems and making a real difference through excellent customer service.

The impact you’ll make

As a Contact Centre Advisor, you’ll be the first point of contact for our customers, providing a professional, welcoming and responsive service by phone and in person. You’ll handle a wide range of enquiries across our services including rents, neighbourhoods, allocations, housing and repairs, aiming to resolve issues at the first point of contact wherever possible. Your work will directly support positive customer outcomes and help ensure our services are delivered efficiently, fairly and with care. You’ll work closely with colleagues across the organisation, using your judgement, communication skills and initiative to deliver a great customer experience, even when conversations are complex or challenging.

You will be:

• Acting as the first point of contact for customers, delivering a courteous and responsive service
• Answering customer enquiries professionally, whether working on reception or handling calls in the Contact Centre
• Using scripts, knowledge systems and IT tools to provide accurate information and advice
• Resolving customer enquiries effectively, including more complex issues that span multiple service areas
• Making outbound calls to customers and colleagues, including follow-ups and customer surveys
• Accurately recording customer contacts and completing administrative tasks using internal systems
• Managing your own performance and working towards agreed targets and service standards
• Working in line with FCHO’s values, policies and commitment to Equality, Diversity & Inclusion, Health & Safety, Wellbeing and Safeguarding

Working hours

The core hours for this role are between 8am and 5pm, Monday to Friday. There is also a rota in place which includes occasional evening working until 8pm and Saturday working. All candidates must be available and willing to work these shifts as part of the role.

Our Ideal Candidate

Our ideal candidate is customer-focused, approachable and confident communicating with a wide range of people. You’ll enjoy working in a fast-paced environment, be comfortable using IT systems and be able to manage competing priorities while maintaining a positive and professional approach.

Essential

• Experience working in a customer-focused or contact centre environment
• Strong communication skills, both verbal and written
• Good IT skills and confidence using multiple systems
• Ability to prioritise, multitask and meet performance targets
• Experience working as part of a team
• Commitment to Equality, Diversity & Inclusion, Health & Safety, Wellbeing and Safeguarding

Desirable

• Knowledge of housing services or social housing

Why Join FCHO?

First Choice Homes Oldham (FCHO) is a housing association providing safe, affordable, and high-quality homes across Oldham and the surrounding areas. We own and manage over 11,500 properties and have the highest regulatory (G1/V1) Governance rating. Every day, we’re proud to make a real difference in our communities. Our work is guided by our Big Plan, focused on providing homes we’re proud of, supporting people to thrive, and creating a great place to work. We care deeply about our customers, our colleagues, and our communities and we’re committed to delivering services we can be proud of while improving the lives of people across Oldham. We need great people to work with us - it’s an exciting time to join as we work towards our big ambitions, supporting the growth and prosperity of our local region.

What’s In It for You?

• A salary of £26,989 per annum
• 30 days’ annual leave and 8 bank holidays (pro-rated for part-time colleagues)
• Option to purchase additional annual leave
• Defined contribution pension scheme with up to 10% employer contribution and salary exchange option
• Healthcare cash plan covering dental, optical, and physiotherapy treatments
• Private health insurance
• Employee Assistance Programme (EAP) offering 24-hour confidential support
• Doctorline – 24/7 worldwide GP access for you and your family
• Access to our colleague benefits platform, offering discounts on major retailers and wellbeing tools
• Discounted gym membership
• Professional subscriptions paid (where essential for the role)
• Enhanced maternity, paternity, adoption and sick pay
• Access to our on-site wellbeing room and on-site café
• Long Service awards

Interested?

If you meet the criteria for the role and are passionate about delivering high-quality repairs, providing excellent customer service and helping improve lives through safe, well-maintained homes, we’d love to hear from you. Please submit your application before 08/02/2026. Interview and assessment to be confirmed. Please note, we reserve the right to close this vacancy early should we receive a high volume of applications.