Location: Aldershot (100% office-based)
Salary:£27,500
Hours: Monday to Friday, 8:00am 5:00pm (40 hours per week)
Make a Real Difference Every Day
Were looking for a proactive and organised individual to join a busy team supporting families with housing and maintenance-related queries. This is a rewarding role where youll take ownership of issues, manage expectations, and see tasks through to completion.
About the Role
This is a high-volume, fast-paced position where you will act as a key point of contact, handling a mix of inbound and outbound calls alongside managing shared inboxes.
Youll be responsible for coordinating and progressing property-related queries, ensuring customers are kept informed and supported throughout. Many of the situations youll deal with will be important and sometimes sensitive, so a calm, professional, and solution-focused approach is essential.
Youll take full ownership of cases, working to resolve issues efficiently while preventing escalations and complaints.
Key Responsibilities
- Manage a high volume of inbound and outbound customer calls
- Coordinate and progress property maintenance and repair queries
- Take ownership of cases through to full resolution
- Manage shared inboxes and ensure timely responses
- Accurately update systems and track progress using tools such as Excel
- Communicate effectively with customers, contractors, and internal teams
- Manage expectations and handle challenging conversations professionally
- Identify and prevent potential escalations or complaints
- Proven experience in a customer-facing role, ideally involving regular phone-based interaction
- Experience within housing, property, repairs, or facilities management is highly desirable
- Ability to work in a fast-paced, high-volume environment
- Strong organisational and multitasking skills
- Confident handling challenging conversations and managing expectations
- Proactive, self-motivated, and able to work on your own initiative
- Good IT skills, including experience with Excel and case management systems
- A stable work history demonstrating reliability and commitment
- Full UK driving licence and access to a vehicle (essential due to location)
- Ability to obtain BPSS clearance (required)
- 25 days annual leave plus bank holidays
- Company pension scheme
- Supportive team environment
- Opportunities for development and progression
If youre looking for a role where you can take ownership, develop your skills, and make a real impact supporting customers, wed love to hear from you.
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