Customer Resolution Advisor (1 year FTC)

Gateway Housing has been supporting communities to thrive since 1926. We are an ambitious London based housing association with over 3,000 homes in the heart of London’s East End. We provide social rented homes, shared ownership, and sheltered housing. We develop new homes and also run our own in-house maintenance service, Gateway Homeworks. Our vision is that People will want to live in a Gateway home and People will want to work at Gateway. You will be joining the organisation at an exciting time and be a key member of a dynamic team that wants to deliver great landlord services and strengthen our links to the local community.

Our values

Our values add up to P.A.C.E. Passionate, Accountable, Connected, Excellence. As a community housing association based in the East End for nearly 100 years, we’re proud of the work we do to address the housing crisis through building and managing great homes.

Responsibilities

• Address and resolve customer inquiries, technical issues, and service requests efficiently and effectively, aiming for high first contact resolution rates. This will include simple housing management functions including lettings, succession, mutual exchanges, keys/fobs, car parking, income and repairs.
• Communicate with customers in a professional, empathetic, and clear manner, adapting your communication style to suit different customer backgrounds and technical expertise.
• Conduct initial assessment and troubleshooting of issues, providing clear, step‑by‑step guidance.
• Serve as the first point of contact for customers seeking assistance through various channels, including phone, email, chat, or ticketing system.
• Maintain accurate and comprehensive records of all interactions and actions within CRM and internal systems.
• Contribute to the development and maintenance of a comprehensive knowledge base by documenting common customer issues, solutions, and best practices.
• Process all invoices including appropriate record keeping and provide any relevant administrative support to colleagues.
• Stay updated with service knowledge, industry trends, and emerging technologies to enhance technical proficiency and provide up‑to‑date and accurate information to customers.

Experience and Skills

• Previous experience in a customer service or technical support role is desirable.
• Strong communication skills, both verbal and written, with the ability to explain technical concepts in a clear and concise manner.
• Strong problem‑solving skills and the ability to adapt troubleshooting techniques based on customer needs and technical proficiency.
• Patience, empathy, and a customer‑centric mindset to handle customer concerns with professionalism and care.
• Proficiency in using helpdesk software, ticketing systems, and customer relationship management (CRM) tools.
• Strong attention to detail and accurate record keeping.

Benefits

• Annual Leave: starting at 28 days, plus Bank Holidays.
• Subsidised Health and Wellbeing Membership.
• Simply Health – help towards the costs of dentist, optician, and private medical appointments.
• Employee Assistance Programme – including free legal, financial and counselling advice.
• Pension – up to 10% employer contribution.

Please note only shortlisted candidates will be contacted. GATEWAY is an equal opportunities employer and welcomes applications from all sections of the community.