At a Glance
- Tasks: Be the first point of contact for tenants, resolving queries and providing support.
- Company: Join the Scottish Borders Housing Association, a community-focused organisation.
- Benefits: Enjoy a competitive salary, flexible working, generous leave, and training opportunities.
- Other info: Work in a supportive team with opportunities for career growth.
- Why this job: Make a real difference in people's lives while developing your customer service skills.
- Qualifications: Experience in customer service and strong communication skills are essential.
The predicted salary is between 29717 - 32775 £ per year.
Scottish Borders Housing Association is seeking a Customer Services Adviser to join our Customer Services team. Responsibilities include providing front‑line service to tenants and customers via telephone, email, face‑to‑face and written enquiries. The role involves resolving issues at first contact, offering advice on tenancy management, rent accounts, housing applications and repairs, maintaining accurate records in CRM systems, delivering reception and administrative support, handling sensitive situations, collaborating across teams, and contributing to service improvements.
Key Details
- Salary: £29,717 – £32,775 per year (pay award pending)
- Location: Selkirk (SBHA Head Office)
- Hours: Full time, 35 hours per week
- Terms: Temporary: 1 x fixed term for 12 months, 1 x fixed term to November 2026
- Closing Date: 1 June 2026
Tasks and Responsibilities
- Act as the first point of contact, resolving enquiries, requests and complaints wherever possible at first contact.
- Provide advice and support across tenancy management, rent accounts, housing applications and repairs.
- Log and manage repair requests, schedule appointments and provide updates to customers.
- Maintain accurate records across housing and CRM systems, ensuring data protection compliance.
- Deliver reception and administrative support, including meeting coordination and general office duties.
- Handle sensitive situations with tact and professionalism, including complaints and anti‑social behaviour reports.
- Work collaboratively across teams to ensure customer needs are met effectively.
- Contribute to service improvements and team performance targets.
Essential Qualifications
- Experience working in a busy customer‑facing environment.
- Strong communication and interpersonal skills.
- Ability to prioritise and manage a varied workload under pressure.
- Good IT skills, including Microsoft Office.
- High attention to detail and ability to handle confidential information.
- Calm, professional approach to handling challenging situations.
- Standard Grade (or equivalent) including English and Maths.
- Willingness to undertake training and development.
Desirable Qualifications
- Experience in housing, public sector or similar environment.
- Knowledge of housing or CRM systems.
- Understanding of social housing services.
- Relevant qualification (e.g. HNC).
Benefits
- Competitive salary, flexible working, generous annual leave, pension scheme and opportunities for training and development.
Employment Sponsorship
Scottish Borders Housing Association is not a licensed sponsor and does not invite applications from overseas applicants who do not already have the right to live and work in the UK.
Customer Services Adviser (fixed term) in Selkirk employer: SCOTTISH BORDERS HOUSING ASSOCIATION
Scottish Borders Housing Association is an excellent employer, offering a supportive work culture that prioritises employee development and well-being. Located in the picturesque town of Selkirk, our team enjoys competitive salaries, flexible working arrangements, and generous annual leave, all while making a meaningful impact in the community through customer service excellence. Join us to grow your career in a role that values collaboration and innovation in the social housing sector.
Contact Details:
SCOTTISH BORDERS HOUSING ASSOCIATION Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Adviser (fixed term) in Selkirk
✨Tip Number 1
Get to know the company! Research Scottish Borders Housing Association and understand their values and mission. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since the role involves a lot of customer interaction, try role-playing common scenarios with friends or family. This will help you feel more confident when handling enquiries and complaints.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can provide insights into the company culture and even give you tips on how to stand out during the hiring process.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the team at Scottish Borders Housing Association.
We think you need these skills to ace Customer Services Adviser (fixed term) in Selkirk
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight how your experience aligns with the role of Customer Services Adviser. Use keywords from the job description to show that you understand what we're looking for.
Show Off Your Communication Skills:Since this role involves a lot of communication, be sure to demonstrate your strong interpersonal skills in your written application. Share examples of how you've effectively resolved issues or supported customers in the past.
Be Detail-Oriented:Pay attention to the details in your application. Ensure there are no typos or errors, and that your information is accurate. This reflects your ability to maintain accurate records, which is crucial for the role.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way to ensure your application gets to us directly and is considered promptly!
How to prepare for a job interview at SCOTTISH BORDERS HOUSING ASSOCIATION
✨Know Your Stuff
Before the interview, make sure you understand the key responsibilities of a Customer Services Adviser. Familiarise yourself with tenancy management, rent accounts, and housing applications. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Practice Makes Perfect
Rehearse common interview questions related to customer service scenarios. Think about how you would handle difficult situations or complaints. Practising your responses will help you articulate your thoughts clearly during the interview.
✨Showcase Your Skills
Highlight your communication and interpersonal skills during the interview. Be ready to provide examples from your past experiences where you've successfully resolved issues or improved service delivery. This will demonstrate your ability to thrive in a busy customer-facing environment.
✨Ask Thoughtful Questions
Prepare some insightful questions to ask at the end of the interview. This could be about team dynamics, training opportunities, or how they measure success in the role. Asking questions shows your enthusiasm and helps you gauge if the company is the right fit for you.
