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For Companies At a Glance
- Tasks: Resolve customer inquiries and provide top-notch support across various channels.
- Company: Join Gateway Housing, a community-focused housing association in London’s East End.
- Benefits: Enjoy 28 days annual leave, health perks, and a generous pension scheme.
- Why this job: Make a real difference in people's lives while developing your customer service skills.
- Qualifications: Experience in customer service and strong communication skills are essential.
- Other info: Be part of a dynamic team dedicated to enhancing community living.
The predicted salary is between 30000 - 42000 ÂŁ per year.
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 too and are part way through an exciting programme to deliver another 250 homes by 2025. We 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.
We are looking for an experienced Customer Resolution Advisor (1 year FTC) to deliver a high‑performing, customer‑focused service to customers in accordance with Gateway Housing Association service standards. Your main responsibility will be to provide prompt and accurate resolutions to customer concerns, ensuring a positive customer experience and high first contact resolution rates.
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.
- Technical proficiency and familiarity with common software applications, operating systems, and troubleshooting tools.
- 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.
We require confidence and enthusiasm to work in a challenging but supportive working environment. If you meet these expectations, we would like to hear from you. Please note only shortlisted candidates will be contacted. Please visit http://www.gatewayhousing.org.uk/jobs for the role profile and full details on how to apply.
CLOSING DATE: 6th February 2026. INTERVIEWS: TBC. Please note that on some occasions where we have received sufficient applications, we will close the vacancy earlier than the closing date advertised. GATEWAY is an equal opportunities employer and welcomes applications from all sections of the community.
Customer Resolution Advisor employer: Gateway Housing Association
Contact Detail:
Gateway Housing Association Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Resolution Advisor
✨Tip Number 1
Get to know Gateway Housing and its values, especially P.A.C.E. This will help you connect with the team during interviews and show that you're genuinely interested in being part of their mission.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with customers from various backgrounds, being able to adapt your style is key. Try role-playing common customer scenarios with a friend to build your confidence.
✨Tip Number 3
Brush up on your problem-solving techniques. Think about past experiences where you resolved issues effectively and be ready to share those stories. It’ll show you can handle the challenges of the Customer Resolution Advisor role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and keen to join the Gateway team.
We think you need these skills to ace Customer Resolution Advisor
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your passion for customer service shine through! We want to see that you genuinely care about helping others and are excited about the opportunity to work with us at Gateway Housing.
Tailor Your Application: Make sure to customise your application to highlight how your skills and experiences align with the role of Customer Resolution Advisor. We love seeing candidates who take the time to connect their background to our values of P.A.C.E.
Be Clear and Concise: Keep your writing clear and to the point. We appreciate well-structured applications that communicate your ideas effectively. Remember, you’ll be helping customers with complex issues, so showing strong communication skills from the get-go is key!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way to ensure your application gets to us directly. Plus, you can find all the details you need about the role and our organisation there.
How to prepare for a job interview at Gateway Housing Association
✨Know Your Stuff
Before the interview, make sure you’re familiar with Gateway Housing’s mission and values, especially P.A.C.E. (Passionate, Accountable, Connected, Excellence). This will help you align your answers with what they stand for and show that you’re genuinely interested in the role.
✨Show Off Your Communication Skills
As a Customer Resolution Advisor, communication is key. Prepare examples of how you've effectively communicated with customers in the past, especially in tricky situations. Think about how you can demonstrate empathy and clarity in your responses during the interview.
✨Problem-Solving Scenarios
Expect to be asked about how you would handle specific customer issues. Brush up on common housing management functions like lettings and repairs, and be ready to walk through your thought process on resolving these issues step-by-step.
✨Be Ready to Adapt
Gateway serves a diverse community, so be prepared to discuss how you would adapt your communication style to suit different customer backgrounds. Think of examples where you’ve successfully tailored your approach to meet varying needs, showcasing your flexibility and customer-centric mindset.
