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- Tasks: Be the first point of contact for residents, providing empathetic and solution-focused service.
- Company: Join Broadland Housing Association, a caring and effective organisation.
- Benefits: Enjoy enhanced annual leave, a generous pension scheme, and health cash plan.
- Other info: Hybrid working with excellent training opportunities and career progression.
- Why this job: Make a real difference in residents' lives while developing your customer service skills.
- Qualifications: GCSEs in Maths and English, plus experience in a customer-facing role.
The predicted salary is between 27025 - 28750 £ per year.
We are looking for an experienced and proactive Customer Service Advisor to join our team on a contracted basis. The role is fundamental to providing an excellent service to our residents and be the first point of contact on our service line.
Responsibilities
- Act as the first point of contact for residents by phone and email, providing a professional, empathetic and solution focused service.
- Provide a one‑stop service, handling a wide range of enquiries including repairs, rent, housing and general enquiries.
- Raise and schedule initial repairs, gathering accurate information to support correct prioritisation and effective resolution.
- Recognise and respond appropriately to expressions of dissatisfaction, including escalating issues or logging complaints in line with procedures.
- Manage resident expectations by providing clear information on responsibilities, timescales and next steps.
- Maintain accurate and detailed records of all contacts, actions and decisions using our systems.
- Support residents to access and engage with digital services.
- Contribute positively to a busy service environment by taking ownership, being flexible and supporting team priorities.
- Work effectively in a busy call centre environment, managing high volumes of calls while maintaining accuracy and a positive customer experience.
Qualifications
- GCSE passes Grade C / Level 4 in Maths and English (or evidence of similar level proficiency).
- Experience in a customer facing role where clear and effective communication was essential.
- Strong digital skills with excellent working knowledge of Microsoft Applications (Word, Excel, Teams).
- Ability to problem solve and be self‑motivated.
- Demonstrate a positive, flexible and resilient attitude, contributing to a supportive team culture and ability to adapt to changing priorities.
- Strong team player, working collaboratively with immediate and wider teams to support service delivery, share knowledge and meet team and service targets.
- Results focused, contributing to the success of individual and team performance measures including call handling, response times and outcomes for the customers.
- Have an excellent telephone manner and the ability to work in a busy environment is essential.
Schedule and Compensation
- Hybrid homeworking with office base in Norwich (minimum 2 days a week in the office).
- Full time, 37 hours per week on rota basis covering operating hours 8:00 am – 5:30 pm Monday‑Thursday and 8:00 am – 5:00 pm Friday.
- Starting salary £27,025 per annum, with future progression opportunities to £28,750 per annum.
- Fixed‑term contract until end of December 2026.
Benefits
- Enhanced annual leave starting from 22 days, plus a day off for your birthday, a volunteering day and a personal day.
- Generous contributory pension scheme.
- Employee Assistance Programme.
- Health Cash Plan.
- Utilities allowance for hybrid home workers.
- Lots of training opportunities.
Broadland Housing Association offers more than 5,700 quality homes across Norfolk and North Suffolk. We provide a caring, effective and high‑quality service that is fair to everyone. All team members and colleagues working for Broadland will always be expected to act in a manner that is consistent with our corporate values and behaviours, as detailed in the job description.
Closing date: Midnight on Tuesday 19th May 2026.
Customer Service Advisor in Norwich employer: Whatsoninnorwich
Contact Detail:
Whatsoninnorwich Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor in Norwich
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Broadland Housing Association. Understand their values and what they stand for. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Role-play common customer service scenarios with a friend or family member. This will help you feel more confident when handling tricky questions about managing complaints or providing solutions during the interview.
✨Tip Number 3
Show off your digital skills! Since the role requires strong digital abilities, be ready to discuss your experience with Microsoft Applications. Maybe even mention a time when you used these tools to improve customer service or streamline processes.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch that can set you apart from other candidates and shows your enthusiasm for the role.
We think you need these skills to ace Customer Service Advisor in Norwich
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-facing roles and how you've effectively communicated with clients, as this is key for us.
Showcase Your Skills: Don’t forget to mention your digital skills and proficiency in Microsoft Applications. We love seeing candidates who can navigate technology smoothly, especially since you'll be helping residents access digital services.
Be Professional and Empathetic: In your application, reflect on your ability to provide a professional and empathetic service. Share examples of how you've handled difficult situations or complaints, as this will resonate with our values.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Whatsoninnorwich
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Customer Service Advisor. Familiarise yourself with common enquiries and issues residents might face, such as repairs and rent queries. This will help you demonstrate your knowledge and show that you're proactive.
✨Showcase Your Communication Skills
Since clear communication is key in this role, prepare examples of how you've effectively handled customer interactions in the past. Think about times when you resolved complaints or managed expectations, and be ready to discuss these experiences during the interview.
✨Demonstrate Problem-Solving Abilities
Be prepared to discuss how you approach problem-solving. Think of specific instances where you identified an issue and took steps to resolve it. Highlight your ability to stay calm under pressure, especially in a busy call centre environment.
✨Emphasise Teamwork and Flexibility
This role requires a strong team player who can adapt to changing priorities. Share examples of how you've collaborated with colleagues to achieve goals or supported team initiatives. Showing that you can contribute positively to a team culture will set you apart.