At a Glance
- Tasks: Provide empathetic support to residents via phone, in-person, or digitally.
- Company: Join Phoenix Community Housing, a resident-led organisation making a real difference.
- Benefits: Enjoy a competitive salary, flexible working options, and a strong wellbeing programme.
- Other info: Opportunities for professional development and a commitment to work-life balance.
- Why this job: Be part of a team that values community and delivers excellent customer service.
- Qualifications: Experience in customer service and knowledge of office procedures is essential.
As a Customer Contact Advisor at Phoenix Community Housing, you will deliver a consistently high quality, effective and empathetic service to all residents and other customers whenever they contact us. You will provide a responsive service to customers contacting us by telephone, in person or digitally, consistently striving to resolve customer enquiries at the first point of contact where possible.
The successful applicant will use their knowledge and skills to give accurate, relevant information in response to general enquiries and repair queries/appointments, ensuring accuracy when recording conversations and interactions with residents.
Experience of working in a customer focused environment, dealing with customers from a variety of backgrounds and an understanding of office and administrative procedures is essential, as well as knowledge of data protection regulations. A good understanding of housing and repairs would be beneficial.
A focused, solution orientated and collaborative approach to working within a team and a wider community while maintaining a positive approach to excellent customer service, care delivery and a commitment to quality is also required for this role.
- 5x Customer Contact Advisors with three different shift patterns:
- Full time (36 hours per week), 5 days per week x1 - £36,076 per annum
- Part time (20 hours per week, 5 days per week) x2 - £20,042 per annum
- Part time (16 hours per week, 4 days per week) x2 - £16,034 per annum
The roles close at 23:59 on Tuesday 11 August 2026. Interviews will take place on 18 and 21 August 2026.
About Phoenix Community Housing: Phoenix is a housing organisation with a difference. We're led by our residents, with a tenant as our Chair and with residents as the largest group on our Board. We believe this is our core strength and it's helped us achieve a wide range of accolades and awards.
We're based in south Lewisham, London, and are proud to be building new homes in our area. We've grown as a housing association, taking on the management of 1,500 more homes in late 2021 to bring our total number of homes to around 7,800.
Our new Corporate Plan will help us deliver on our vision of 'together building a better future for our Phoenix Community', supported by strategies to refresh our approach to resident involvement, customer service, sustainability and ensuring that all residents can enjoy good quality, safe and affordable homes.
Our big ambitions apply to our staff too. We are pleased to offer a generous benefits package, including our wellbeing programme, comprehensive learning and development and a culture of employee involvement.
If you think you're the right person to help us make the next stage of our journey, then we'd love to hear from you. We strongly believe in a work-life balance so we'd be pleased to talk about part-time flexible working and job sharing options.
Phoenix is committed to safeguarding and promoting the welfare of vulnerable groups, and we expect all staff and volunteers to share this commitment. We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.
Customer Contact Advisor employer: PHOENIX COMMUNITY HOUSING
Phoenix Community Housing is an exceptional employer that prioritises the well-being of its employees while fostering a supportive and inclusive work culture in Lewisham. With a strong commitment to professional development, staff are encouraged to grow their skills and advance their careers, all while making a meaningful impact in the community through their work in income recovery and resident support.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Contact Advisor
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at PHOENIX COMMUNITY HOUSING. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like PHOENIX COMMUNITY HOUSING before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to PHOENIX COMMUNITY HOUSING:Your cover letter is your chance to shine! Tell us why you want to work at PHOENIX COMMUNITY HOUSING specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at PHOENIX COMMUNITY HOUSING!
How to prepare for a job interview at PHOENIX COMMUNITY HOUSING
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
