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- Tasks: Be the first point of contact for residents and manage their repair requests.
- Company: Join SW9 Community Housing, a resident-led charity making a difference in the community.
- Benefits: Enjoy a competitive salary of £33,000 and opportunities for personal growth.
- Why this job: Make a real impact by improving housing services and resident satisfaction.
- Qualifications: Experience in customer service and housing repairs is a plus.
- Other info: Dynamic role with a focus on communication and community engagement.
The predicted salary is between 27600 - 39600 £ per year.
Location: Stockwell, London, SW9
Job Type: £33,000 Per annum
About SW9 Community Housing:
SW9 Community Housing is a resident-led social housing charity responsible for the delivery of housing management and maintenance services for around 1,800 homes and several commercial and community buildings in Stockwell/Brixton on behalf of a G15 Housing Association Sovereign Network Group (SNG). Being a community-based organisation, we are seeking to recruit an experienced Customer Contact Adviser with a focus on service delivery and a people-centre approach.
About The Role:
The Customer Contact Adviser is a frontline repairs role with enhanced responsibility for follow-on actions, work-in-progress (WIP) control and customer outcomes. While the postholder will remain the first point of contact for residents taking calls, raising repairs and managing enquiries in line with established Repairs Assistant processes, this role is differentiated by taking active ownership of repairs beyond the initial logging stage.
The postholder is responsible for ensuring follow-on works are raised, repairs are progressed, overdue jobs are actively chased, residents are kept informed, and customer satisfaction feedback is captured. The role plays a key part in improving grip on repairs delivery, reducing backlog and improving communication.
Key Responsibilities:
- First Point of Contact & Repairs Logging - Act as the first point of contact for residents reporting repairs via phone, email, 8x8/WhatsApp, Teams and in person.
- Follow-On Works Ownership (Core Focus of the Role) - Take ownership of all follow-on actions arising from inspections.
- Resident Communication & Case Ownership - Keep residents informed throughout the full repairs journey.
- Customer Satisfaction & Feedback - Complete customer satisfaction surveys on a minimum of 10% of completed repairs. Record feedback accurately and escalate negative feedback or service failures.
- Insite Administration & Evidence Handling - Review and action Insite inspection reports and ensure staff raise required works within SLA timeframes.
- Contractor & Internal Liaison - Act as a key liaison between residents, contractors and internal teams.
- Variations, Quotes & Escalation Control - Monitor all repair variations and follow-on quotes to ensure they are logged, tracked and progressed.
Knowledge and Experience:
- A background of responsive repairs, housing and customer service is desirable as we are looking for a client to hit the ground running.
- Demonstrate evidence of building and maintaining effective, productive relationships with key stakeholders.
- Sound knowledge of current and future challenges facing housing as well as an understanding of 'third sector' services' issues and sensitivities.
- Demonstrate a high standard of written skills including report writing and responding professionally to complaints.
- Substantial proven experience in a similar role.
- Experience of Northgate and CRM.
- Experience of working in social housing.
- Experience of dealing with complaints.
- Experience of dealing with Disrepair cases.
Full details of the role profile is available on request.
Please click on the APPLY button to send your CV for this role.
Customer Contact Adviser employer: SW9 Community Housing
Contact Detail:
SW9 Community Housing Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Contact Adviser
✨Tip Number 1
Get to know the company! Research SW9 Community Housing and understand their mission and values. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their community-focused team.
✨Tip Number 2
Practice your communication skills! As a Customer Contact Adviser, you'll be the first point of contact for residents. Role-play common scenarios with friends or family to boost your confidence and ensure you can handle any situation that comes your way.
✨Tip Number 3
Showcase your problem-solving abilities! Think of examples from your past experiences where you've successfully resolved issues or improved customer satisfaction. Be ready to share these stories during your interview to demonstrate your fit for the role.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and keen on joining the team at SW9 Community Housing. Don’t miss out on this opportunity!
We think you need these skills to ace Customer Contact Adviser
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Customer Contact Adviser. Highlight your experience in customer service and repairs, and don’t forget to mention any relevant skills that match what we’re looking for!
Showcase Your Communication Skills: Since this role is all about keeping residents informed, it’s crucial to demonstrate your strong written communication skills. Use clear, professional language in your application to show us you can handle resident queries effectively.
Highlight Relevant Experience: If you've got a background in social housing or responsive repairs, make it shine! We want to see how your past experiences can help you hit the ground running in this role.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at SW9 Community Housing
✨Know Your Stuff
Before the interview, make sure you understand the role of a Customer Contact Adviser inside out. Familiarise yourself with the key responsibilities, especially around repairs logging and follow-on actions. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your People Skills
Since this role is all about communication and customer satisfaction, be ready to share examples of how you've built relationships with residents or clients in the past. Think of specific situations where you resolved complaints or improved service delivery, as this will demonstrate your people-centred approach.
✨Prepare for Scenario Questions
Expect to face scenario-based questions during the interview. Prepare by thinking through how you would handle common situations, like managing overdue repairs or dealing with a frustrated resident. Practising these responses will help you articulate your thought process clearly.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the challenges they currently face in repairs management, or how they measure customer satisfaction. This shows your enthusiasm for the role and helps you gauge if it's the right fit for you.
