Customer Service Assistant

Our client is a well-established and community-focused housing association, providing affordable, high-quality homes and housing services across Stirling. They are committed to putting customers at the heart of their services and supporting the communities they serve. They are looking for a Customer Services Assistant to join their frontline team. This is a varied customer service and administration role, supporting customers with a range of housing-related enquiries while providing administrative support across the organisation.

Key Responsibilities

• Provide a high-quality frontline customer service to tenants, prospective tenants, owner occupiers, visitors and colleagues.
• Deal with a wide range of enquiries relating to housing, allocations, repairs, rent and general housing management.
• Provide reception and switchboard cover, ensuring customers and visitors receive a professional and welcoming service.
• Respond to enquiries effectively, providing information and guidance or referring customers to the appropriate team.
• Accurately log and record customer enquiries and maintain up-to-date information on internal systems.
• Receive and process repair requests, order repairs and complete associated administration, including processing job variations where required.
• Support housing enquiries and applications, including updating waiting list information, preparing files, maintaining records and dealing with routine correspondence.
• Receive rent counter payments and assist with batch reconciliations and related administration.
• Provide administrative support in the implementation of housing management policies and procedures.
• Complete general administrative duties including data entry, filing, scanning, photocopying and maintaining records.
• Assist with producing standard and ad hoc reports and contribute towards performance management information.
• Manage the reception area and ensure customer information and publications are available and up to date.
• Provide support for meetings, including setting up venues and taking minutes where required.
• Assist with mail duties, including bulk mailings and distribution.
• Provide administrative support for events and other organisational activities.
• Support resident liaison, participation and partnership-working activities.
• Provide cover and support to other teams as required.
• Work towards team and organisational performance targets and suggest improvements to services and processes.
• Maintain an understanding of relevant policies and procedures and ensure duties are completed appropriately.
• Participate in training and personal and professional development activities.
• Attend occasional meetings outside normal working hours when required.
• Undertake any other reasonable duties required by the organisation.

About You

The ideal candidate will have previous experience within a customer service, administration or frontline environment. You will be confident communicating with a wide range of people and able to deal with enquiries professionally and effectively. You should be organised, have strong attention to detail and be comfortable managing multiple priorities in a busy environment. Good IT and administrative skills are essential, as the role involves maintaining accurate records, processing information and using internal systems.

Essential Skills & Experience

• Previous customer service, administration or frontline experience.
• Experience dealing with a range of customer enquiries, either face-to-face, over the telephone or in writing.
• Strong organisational and administrative skills.
• Excellent attention to detail and accurate record keeping.
• Good IT skills and confidence using databases and internal systems.
• Ability to manage a busy and varied workload and prioritise effectively.
• Strong written and verbal communication skills.
• Professional, approachable and customer-focused manner.
• Ability to work independently and as part of a wider team.

Desirable Experience

• Experience working within housing, local government or the public sector.
• Knowledge of housing applications, allocations or waiting lists.
• Experience dealing with repairs or maintenance requests.
• Experience processing payments or carrying out financial administration.
• Experience using housing management systems.
• Experience taking meeting minutes or supporting resident engagement activities.

This is an excellent opportunity for someone with strong customer service and administration experience who is looking to develop their career within the housing sector. Housing experience is desirable but not essential for the right candidate; a positive attitude, strong communication skills and a genuine commitment to delivering excellent customer service are key.