Residents Contact Adviser

Join a housing association as a customer-focused Resident Contact Centre Officer in their Property Services team, on a permanent basis.

Salary: £30,000 – £33,000

This is a fast-paced, frontline role where you will be the first point of contact for residents with repairs enquiries. You will handle a high volume of calls and other customer enquiries, accurately log and triage repairs, coordinate appointments and work closely with contractors, surveyors and colleagues to ensure repairs are progressed through to completion.

You will work on a patch-based basis, taking ownership of repairs within your allocated properties and providing residents with a consistent, reliable and responsive service.

Day-to-day of the role

• Act as the first point of contact for residents via phone, email, Teams, WhatsApp, Customer Hub and face-to-face.
• Handle high volumes of calls while providing a professional, empathetic and solution-focused service.
• Diagnose and triage repairs and accurately raise works orders using NEC.
• Coordinate appointments between residents, contractors and surveyors.
• Monitor repairs and chase outstanding or overdue works.
• Keep residents informed of progress, delays, appointment changes and completion dates.
• Manage the Repairs Inbox and ensure enquiries are responded to within agreed timescales.
• Maintain accurate records of all customer interactions and repairs.
• Liaise with contractors to obtain updates, completion dates, photographs and supporting evidence.
• Support complaints, disrepair cases and evidence gathering where required.
• Provide administrative support to the wider Property Services team.
• Provide administrative support for Damp & Mould cases, including logging reports, booking inspections and ensuring cases are referred promptly to the Damp & Mould Coordinator.

Skills you need

We are looking for someone who is genuinely passionate about customer service and can demonstrate experience working in a busy, customer-facing environment.

You Will Ideally Have

• Experience within social housing, housing repairs, property services or a similar environment.
• Strong experience handling high volumes of customer enquiries.
• Experience coordinating repairs, appointments or contractor workloads.
• Good understanding of repairs diagnostics and categorisation.
• Experience working to SLAs and KPIs.
• Excellent verbal and written communication skills.
• Strong organisation and time-management skills.
• The ability to manage challenging conversations calmly and empathetically.
• Excellent attention to detail and accurate record keeping.
• Confidence using IT systems, Microsoft Office and housing management systems such as NEC or similar.
• The ability to work independently, use your own initiative and take ownership of your workload.

What’s on offer

This is an important frontline role within Property Services, giving you the opportunity to make a real difference to the experience of residents. You will work closely with residents, contractors, surveyors and housing teams while contributing to the delivery of an efficient and resident-focused repairs service.