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- Tasks: Help customers access essential housing services and provide effective guidance.
- Company: Thrive Homes, a community-focused housing association.
- Benefits: Competitive salary, hybrid working, and opportunities for career development.
- Other info: Join a growing organisation with exciting career paths and a supportive team.
- Why this job: Make a meaningful difference in people's lives while developing your customer service skills.
- Qualifications: Experience in customer service and a background in housing is essential.
Salary £30,386.03 plus benefits
Hemel Hempstead, Hertfordshire (Hybrid Working)
Fixed Term Contract until 1st January 2027
Full Time (37 hours per week)
Join us in making a meaningful difference for our customers. Apply today and become a valued member of our Customer Services team. At Thrive Homes, we are seeking a Customer Service Advisor to play a vital role in helping our customers access essential housing services. From raising repair requests to supporting tenancy enquiries and more, you will be the first point of contact, offering clear, friendly, and effective guidance across a wide range of queries.
Using a variety of communication channels, you will ensure every customer feels listened to, supported, and confident in the service they receive. If you are passionate about putting customers first and take pride in delivering excellent service every day, we would love to hear from you.
This role requires working from the office one day per week. All training and any additional business needs will also be office-based, so applicants must live within a commutable distance of our Head Office in Hemel Hempstead, Hertfordshire.
Other Responsibilities:- Providing a comprehensive range of advice, guidance, and support for our internal and external customers in line with business and team objectives - via different channels i.e. digital services, (inbound/outbound) email, text, phone, and written correspondence.
- Managing customer expectations in line with Thrive's Service Offer and adherence to policy.
- Diagnosing repair requests and scheduling work for repairs and home visits for relationship managers and property services.
- Advising customers on housing and property related enquiries to achieve resolution at FPOC.
- Advising both internal and external customers on all housing-related matters.
- Escalating ongoing issues, H&S, and compliance - to ensure the relevant business function is informed.
- Collaboration and support across the team, Relationship and Property Services, and wider business to achieve resolution of issues.
- Strong experience of working within a customer service position, ideally within a call centre, or similar.
- A background in housing is essential.
- Excellent communication and active listening skills are essential for effectively engaging with customers.
- Strong problem-solving abilities, including the capacity to analyse complex issues and provide innovative solutions, are a must.
- A positive, empathetic attitude and the ability to adeptly handle a diverse range of customer interactions while maintaining a high level of professionalism are vital for success in this position.
Specific roles within Thrive are subject to a basic DBS check; the successful applicant(s) will be contacted by our People Team if this applies to their role.
Closing date: 15th May 2026
Interview date: To be confirmed
We reserve the right to close this recruitment if it is deemed that we have received a suitable number of applications. On this basis, we would advise that applications are submitted as soon as possible.
Thrive Homes and Watford Community Housing are merging to create a new Community Gateway housing association by bringing together our people and expertise to strengthen services and increase our impact. For our people, this means we are creating a larger organisation with broader career paths, more opportunities to develop, and greater capacity to invest so we can deliver even better customer outcomes. The legal merger is expected to complete on 1 June 2026.
Customer Service Advisor (Housing) in Hemel Hempstead employer: Thrive Homes
Contact Detail:
Thrive Homes Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor (Housing) in Hemel Hempstead
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Thrive Homes. Understand their values, mission, and recent news. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Prepare for common customer service scenarios you might face in the role. Think about how you'd handle difficult customers or tricky housing queries. Role-playing with a friend can really help you feel more confident.
✨Tip Number 3
Show off your skills! During the interview, highlight your experience in customer service and any specific housing knowledge you have. Use examples from your past roles to demonstrate your problem-solving abilities and how you’ve made a difference for customers.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds. Plus, it’s a great chance to reiterate why you’d be a fantastic fit for the Customer Service Advisor position.
We think you need these skills to ace Customer Service Advisor (Housing) in Hemel Hempstead
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Service Advisor role. Highlight your experience in customer service and any relevant housing knowledge, as this will show us you're a great fit for the position.
Showcase Your Communication Skills: Since you'll be the first point of contact for our customers, it's crucial to demonstrate your excellent communication skills. Use clear and friendly language in your application to reflect how you would interact with customers.
Highlight Problem-Solving Abilities: We love candidates who can think on their feet! Share examples of how you've tackled complex issues in previous roles. This will help us see your problem-solving skills in action and how you can contribute to our team.
Apply Through Our Website: Don't forget to submit your application through our website! It's the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you're keen to join our team at Thrive Homes!
How to prepare for a job interview at Thrive Homes
✨Know Your Stuff
Before the interview, make sure you understand Thrive Homes' mission and values. Familiarise yourself with their services, especially around housing and customer support. This will help you demonstrate your passion for putting customers first and show that you're genuinely interested in the role.
✨Practice Active Listening
During the interview, showcase your active listening skills. When asked questions, take a moment to think before responding. This not only shows that you value what the interviewer is saying but also allows you to provide thoughtful and relevant answers, especially when discussing complex customer service scenarios.
✨Prepare Real-Life Examples
Think of specific examples from your past experience where you've successfully handled customer queries or resolved issues. Be ready to discuss how you diagnosed problems and provided solutions, as this will highlight your problem-solving abilities and your background in customer service.
✨Show Empathy and Positivity
Thrive Homes values a positive and empathetic attitude. During your interview, convey your ability to handle diverse customer interactions with professionalism. Share instances where you've gone above and beyond to support customers, as this will resonate well with the interviewers looking for someone who can make a meaningful difference.