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 strong pension plan.
- Other info: Be part of a dynamic team with a commitment to excellence and community.
- 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 a must.
The predicted salary is between 30000 - 40000 € 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 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.
Duties
- 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.
Equal Opportunities
GATEWAY is an equal opportunities employer and welcomes applications from all sections of the community.
Closing Date: 24th May 2026.
Customer Resolution Advisor employer: Gateway Housing
Gateway Housing is an exceptional employer, offering a supportive and dynamic work environment in the heart of London's East End. With a strong commitment to employee well-being, we provide generous benefits including 28 days of annual leave, health and wellbeing support, and a robust pension scheme. Join us at this pivotal time as we strive to deliver outstanding landlord services and strengthen our community ties, all while fostering your professional growth within a passionate and accountable team.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Resolution Advisor
✨Tip Number 1
Get to know Gateway Housing! Familiarise yourself with their values and mission. When you understand what they stand for, you can tailor your approach in interviews and conversations to show you're a perfect fit.
✨Tip Number 2
Practice your communication skills! As a Customer Resolution Advisor, you'll need to explain things clearly and empathetically. Role-play common customer scenarios with a friend to boost your confidence and refine your responses.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you resolved customer issues effectively. Be ready to share these stories during interviews to demonstrate your capability.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and genuinely interested in joining 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 people and making a difference in their lives.
Tailor Your Application:Make sure to customise your application to reflect the specific skills and experiences that match the Customer Resolution Advisor role. Highlight any relevant experience in customer service or technical support that aligns with 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 are easy to read. Avoid jargon unless it’s relevant, and make sure to explain any technical terms simply.
Apply Through Our Website:Don’t forget 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, it shows you’re keen on joining our team!
How to prepare for a job interview at Gateway Housing
✨Know Your Stuff
Before the interview, make sure you understand Gateway Housing's mission and values. Familiarise yourself with their services and the role of a Customer Resolution Advisor. This will help you demonstrate your passion for the organisation and show that you're genuinely interested in contributing to their goals.
✨Showcase Your Communication Skills
As a Customer Resolution Advisor, strong communication is key. Prepare examples of how you've effectively communicated with customers in the past, especially in challenging situations. Practice explaining technical concepts in simple terms, as this will be crucial in your role.
✨Demonstrate Problem-Solving Abilities
Think of specific instances where you've successfully resolved customer issues. Be ready to discuss your approach to troubleshooting and how you adapt your techniques based on different customer needs. This will highlight your problem-solving skills and customer-centric mindset.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the challenges they face, or how they measure success in the Customer Resolution Advisor role. This shows your interest in the position and helps you gauge if it's the right fit for you.
