Customer Response Advisor in Croydon, Surrey

Southern Housing is seeking multiple talented candidates to join us as Customer Response Advisors in our Customer Transactions department. This is an exciting opportunity for someone with a background in Customer Relations or someone from an operations team, who would like an opportunity to be a part of a high performing team and act as the first point of contact for customers and colleagues with the aim of providing efficient, professional, friendly and responsive Omnichannel service.

Working for the Customer Transactions team, you will report to the Customer Response Manager and handle a wide range of queries and respond to customers' needs by finding appropriate solutions and providing excellent customer service. As a Customer Response Advisor, you will provide a caring, empathetic, friendly, and solution-focused service to all customers and colleagues, recognising diversity and individual needs and preferences. You will quickly and accurately record and update all customer contacts and requests for services, using all relevant in-house systems.

You will work in our office in Croydon; once you successfully complete probation, there will be opportunities for hybrid working. By being committed to equality, diversity, and inclusion, you will be a trusted and respected colleague.

What you need:

• Excellent communication skills, including actively listening, absorbing information, conveying information in plain English, both oral & written.
• Customer-focused.
• Can remain calm under pressure.
• Personal resilience and able to deal positively with challenging customers.
• Able to work quickly and efficiently navigate and manage a range of systems and applications.
• Committed to providing excellent customer service.

In your supporting statement, it is important that you address how you meet each of the above criteria providing real examples along with the answers to these questions:

• What experience and strengths will you bring to our team?
• What do you consider to be great customer service and can you provide an example?
• How do you adapt to change?
• What motivates you on a daily basis?

Closing date: Tuesday 17th February 2026 at 23:59pm. Please note: We reserve the right to close this vacancy at any time if we receive a high volume of applications.

About us:

At Southern Housing, our residents are at the heart of everything we do. As one of the largest housing providers in the UK with over 77,000 homes across London, the Southeast, the Isle of Wight, and the Midlands, we give over 167,000 people somewhere affordable to call their own! We also understand the difference that safe, secure, and affordable homes can make to people's lives. A career at Southern Housing will allow you to make a difference every day you come to work. Working in the housing sector with us will bring fresh challenges and give you the opportunity to grow and develop, too.

What's in it for you:

• Pension
• Life assurance
• Healthcare cash plan
• Eyecare & dental
• Birthday leave
• Retailers discounts
• Cycle to work
• Buy & sell annual leave
• Season ticket loan
• In-house academy & career development
• Flexible working

Inclusion and Diversity: We work hard to create a diverse and inclusive culture and environment where people are respected for who they are. Encouraging inclusion is not just about protected characteristics; it's about celebrating differences of thought, opinion, experience and perspective of each individual. We're all different in our own way and we want our colleagues to feel comfortable, that they belong, and are safe to be themselves at work, without fear of being judged or excluded, but valued for their contribution to our One Team approach.