Customer Service - Heat Network Assistant

Queens Cross Housing Association is an award-winning social landlord based in the northwest of Glasgow. With 4,355 properties adjacent to the city centre and West End and the Forth and Clyde canal running through, it is a place where people are proud to live and to work. Queens Cross Group includes a Registered Social Landlord, a property management subsidiary (Queens Cross Factoring) and a social enterprise which lets commercial property (Queens Cross Workspace). Recognised for its innovation, quality services and high performance, Queens Cross Housing Association is looking to appoint a Heat Network Assistant within our Cyclical and Compliance team.

In this role, you will support the delivery of planned and reactive maintenance programmes, with a focus on heat networks and communal heating systems. You will work collaboratively with colleagues, contractors and customers to ensure services are safe, efficient and customer-focused, while supporting billing, inspections, compliance and regulatory requirements.

Key Responsibilities

• Coordinate maintenance and administration of heat network and communal heating systems.
• Manage billing processes including meter readings, statements, payments and debt monitoring.
• Raise and manage repairs and maintenance work orders, including remedial actions.
• Liaise with contractors to schedule works, manage access and monitor performance.
• Undertake inspections and ensure compliance documentation and certification is accurate.
• Respond to customer enquiries and resolve complaints at first point of contact where possible.
• Attend contractor and internal meetings, produce accurate meeting notes, and monitor outstanding actions.
• Support implementation of heat network regulation, including data collection and reporting.
• Maintain accurate records and contribute to performance and budget reporting.
• Work collaboratively to drive service improvements and support wider organisational objectives.
• Provide additional administration support as required and undertake cross-training for other cyclical & compliance programmes.

Essential Criteria

• Minimum 3 years’ experience in a customer-focused environment.
• Experience managing a varied workload and competing priorities.
• Experience working with contractors or external stakeholders.
• SVQ Level 2 in Administration/Customer Service, Highers, or equivalent experience.
• Strong communication and interpersonal skills.
• Customer-focused approach with ability to handle sensitive or challenging situations.
• Good organisational skills with ability to prioritise and meet deadlines.
• Proactive, flexible and solution-focused mindset.
• Competent in Microsoft Office (Word, Excel, Outlook).
• Awareness of heat networks or a willingness to develop knowledge in this area.

We will provide a generous pay and reward package, including 40 days leave per year, 7% or 4% employer pension contribution, agile working options, green initiatives, family friendly policies, health & wellbeing commitment and much more.

How to Apply

We will only accept applications directly via our website job board. This vacancy will close at 12 noon, Friday 22nd May. Interviews are expected to take place on Friday 29th May. Further information about our recruitment process can be found in our recruitment guidance note.