Customer Experience Advisor ( 6 Month FTC ) in Glasgow

As a Customer Advisor you will:

• Deliver a high-quality, responsive customer experience within a fast-paced, high-performing team environment.
• Act as the first point of resolution for a wide range of enquiries, including income, tenancy management, repairs, lettings, anti-social behaviour (ASB), and factoring services.
• Provide first-line support for factoring queries, resolving issues where possible and escalating more complex cases appropriately.
• Take ownership of customer queries, resolving them at first contact wherever possible and ensuring timely follow-up where required.
• Work collaboratively with internal teams and external partners to ensure a seamless and efficient customer journey.
• Use the Customer Experience & Housing Management System to accurately record, manage and track all customer interactions and case activity.
• Accurately maintain customer records, ensuring all data is complete, up to date, and compliant with organisational standards.
• Proactively communicate with customers to provide updates, using outbound calls, emails, or social media where appropriate.
• Schedule and manage appointments for services such as repairs and tenancy visits.
• Process customer payments and set up payment arrangements, including direct debits.
• Assess when escalation is necessary and refer cases appropriately, ensuring clear handovers and continuity of service.
• Handle customer complaints professionally, aiming for early resolution and escalating in line with policy where required.
• Work within defined customer experience performance standards, meeting targets relating to quality, resolution times, and customer satisfaction.
• Support wider team functions, including administration related to void works, housing applications, and health & safety compliance.
• Undertake reception duties on a rota basis.
• Gather customer feedback, including satisfaction surveys, and contribute to service improvement insights.
• Assist in the preparation of reports and performance data for management.

Corporate Responsibility

• Work collaboratively with colleagues to deliver services aligned with organisational values.
• Ensure compliance with all regulatory, statutory, and legal requirements.
• Adhere to organisational policies including code of conduct, health & safety, equality and anti-fraud measures.
• Communicate clearly and effectively with customers, ensuring services are accessible and easy to understand.
• Maximise the use of ICT systems, including the Customer Experience & Housing Management system, to improve service delivery and operational efficiency.
• Maintain accurate records and contribute to performance reporting, audit requirements, and continuous improvement activity.
• Actively seek and use customer feedback to support service development and improvement.

General

• Carry out all other reasonable duties as requested by Customer Experience Team Leader.

Full salary & employment details: 35 hours per week, £31,792 to £35,332, EVH Grade 5 PA13 - PA16, Job Type: Full Time.