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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 preferred.
- Other info: Dynamic role with a focus on communication and community engagement.
Candidates should take the time to read all the elements of this job advert carefully. Please make your application promptly.
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-centred 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 are available on request. Please click on the APPLY button to send your CV for this role.
Customer Contact Adviser in London 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 in London
✨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 enquiries smoothly.
✨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 in London
Some tips for your application 🫡
Read the Job Description Thoroughly: Before you start your application, take a moment to really digest the job description. It’s packed with info about what we’re looking for in a Customer Contact Adviser, so make sure you understand the key responsibilities and requirements.
Tailor Your CV and Cover Letter: When applying, don’t just send a generic CV. We want to see how your experience aligns with the role. Highlight your background in customer service and any relevant housing experience to show us you’re the perfect fit!
Show Off Your Communication Skills: Since this role is all about communication, make sure your written application reflects that. Use clear, professional language and check for any typos or errors. We love a well-presented application!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, it shows you’re keen on joining our team at SW9 Community Housing!
How to prepare for a job interview at SW9 Community Housing
✨Know Your Stuff
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 Communication Skills
Since this role involves a lot of resident communication, be prepared to demonstrate your communication skills during the interview. Think of examples where you've effectively managed customer queries or complaints, and how you kept stakeholders informed throughout a process.
✨Highlight Relevant Experience
Bring up your background in responsive repairs and customer service. If you've worked in social housing before, share specific instances where you made a positive impact. This will help the interviewers see how you can hit the ground running.
✨Prepare Questions
Have a few thoughtful questions ready to ask at the end of the interview. This shows your interest in the role and the organisation. You might ask about their future plans for improving service delivery or how they handle feedback from residents.
