Customer support adviser (Part time 23.5 hours per week) in Trowbridge

We place customers at the heart of every interaction — listening closely and resolving with care. Are you passionate about delivering exceptional customer service and making a real difference in our customers' day‑to‑day lives? We're looking for a Customer Support Adviser to join our team, where every conversation is an opportunity to provide reassurance, clarity, and solutions that truly matter. This is a part‑time, permanent opportunity.

About The Role

As a Customer Support Adviser, you'll be the first point of contact for enquiries across phone, email, written and face‑to‑face channels, ensuring each is handled professionally and resolved efficiently. You'll manage service requests and repairs through our CRM system, support reception and administrative tasks, and aim for first‑contact resolution wherever possible. Working collaboratively with colleagues, you'll help maintain high service standards, keep customers informed, and deliver a consistently positive experience.

What You'll Do

• Receive a wide range of enquiries from customers, processing and responding to them within set targets, policies and procedures.
• Progress any repair requests on behalf of customers, ensuring they are advised of the outcome and that actions are recorded on the CRM system.
• Provide reception service, working within set targets, policies and procedures.
• Develop a clear understanding of the invoice process and carry out basic payment processing.
• Support occasional out‑of‑hours or weekend cover in exceptional circumstances (e.g., severe weather) in line with business needs and agreed arrangements.

What We're Looking For

• Customer Driven – put customers at the heart of everything you do, ensuring every interaction is positive and every enquiry is resolved quickly and professionally.
• Accountability – take ownership of your work, from handling calls and emails to updating CRM records accurately, delivering a reliable and efficient service.
• Develop & Learn – eager to grow your knowledge of our processes and systems, embracing every opportunity to improve and contribute to team success.
• Champion Communication – communicate clearly and confidently with customers and colleagues, making complex information simple and accessible while maintaining a friendly, professional tone.

You'll Bring

• Good standard of literacy and numeracy (minimum of grade 4/C or above in English and Maths) or equivalent qualification.
• Excellent telephone manner.
• Experience of Microsoft Office, specifically Outlook, Word and Excel.
• Previous experience in a customer‑focused environment.
• Proven experience of a CRM management system.
• Demonstrable ability to plan and prioritise own workload.

Why join Selwood Housing

At Selwood Housing, we believe everyone deserves a safe, secure and affordable place to call home. As a not‑for‑profit housing organisation, we own and manage over 7,000 homes across the Southwest, and we're growing. With a bold ambition to build 1,700 new affordable homes by 2034, we're investing in the future of local people and places.

Some of Our Benefits Include

• Competitive salary
• Generous holiday entitlement
• Life assurance
• Flexible working opportunities
• Competitive pension
• Cycle to work scheme
• Ongoing training and development
• A supportive team environment where your contribution really matters

Our commitment to Diversity and Inclusion

At Selwood, we strive to respect the diversity of our staff. We care deeply about inclusivity and encourage candidates from all backgrounds, demographics, and identities to apply. We are a Disability Confident employer and will do our very best to provide any adjustments, access and equipment you feel you may need throughout the interview process and during your employment with us. We are keen to build a supportive and rewarding environment, free from discrimination, which works for everyone.