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- Tasks: Help tenants by triaging calls about housing hazards and providing compassionate support.
- Company: Wolverhampton Homes Ltd is dedicated to improving living conditions in the community.
- Benefits: Enjoy a competitive salary, supportive work culture, and opportunities for personal growth.
- Why this job: Make a real difference in people's lives while working in a diverse and inclusive environment.
- Qualifications: Customer service experience and a willingness to learn about housing legislation are essential.
- Other info: This is an entry-level, full-time position with a focus on empathy and professionalism.
The predicted salary is between 24400 - 25200 £ per year.
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Overview:
We’re recruiting dedicated Customer Service Advisor Specialist’s to join our team in response to Awaab’s Law – a landmark regulation designed to protect tenants from hazardous living conditions such as damp, mould, and other health risks.
Wolverhampton Homes Ltd,
Customer Service Advisors – Specialist
Salary: £29,444 – £31,682
Hours: 37 hours per week
Location: Wolverhampton
Job Type: Permanent
Overview:
We’re recruiting dedicated Customer Service Advisor Specialist’s to join our team in response to Awaab’s Law – a landmark regulation designed to protect tenants from hazardous living conditions such as damp, mould, and other health risks.
This is a unique opportunity to make a real difference in people’s lives by ensuring housing hazards are identified, triaged, and escalated quickly and compassionately.
Key Responsibilities:
- Receive and triage calls related to housing hazards, such as damp, mould, and structural issues, using structured protocols to assess urgency and risk.
- Escalate emergency hazards that pose an imminent risk to health for urgent action.
- Accurately record tenant details, including vulnerability factors and environmental context, to support effectively and timely case management.
- Communicate clearly and compassionately with tenants, providing guidance on next steps, expected timeframes, and safety advice.
- Maintain comprehensive records to support regulatory compliance and ensure audit readiness.
About you:
- Can you remain calm, empathetic, and professional when handling difficult or distressing calls from vulnerable tenants?
- Are you confident using digital systems to record detailed case notes with accuracy and care?
- Do you have experience in customer service, housing, and a willingness to learn about housing legislation and safeguarding?
Our organisation:
We are committed to making the city an even better place to live, providing good quality homes in safe, welcoming neighbourhoods. We believe that everyone in Wolverhampton Homes can play their part in making this happen – with the right support. Whether you\’re just getting started in your career or looking for your next step, you\’ve come to the right place.
Equality and Diversity:
We are proud of our diverse workforce, representative of the city we serve, and we believe that people perform best when they can be themselves. Diversity and inclusion are key to our success, and we encourage colleagues to join our equality forums.
Our top priority is finding the best person for each role and for our company. If you are interested in the position, are customer-focused and solutions-oriented, we would encourage you to apply even if you do not believe you meet each of the necessary criteria or required qualifications.
We reserve the right to close this advert prior to the advertised closing date, should we receive a large number of applications.
Reports To: Customer Experience Manager
Closing date: 8 September 2025
Skills Assessment Date: 15 September 2025
2nd Stage Interview date: 17 September 2025
Contact for an informal discussion / more information:
Belinda Mulloy – Customer Experience Manager Belinda.Mulloy@wolverhamptonhomes.org.uk
Contact for any queries regarding your application:
Katie Dugmore – Talent Attraction and Resourcing Specialist – 07891059145
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Customer Service Advisor Specialist employer: WMJobs
Contact Detail:
WMJobs Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor Specialist
✨Tip Number 1
Familiarise yourself with Awaab’s Law and its implications for tenant safety. Understanding the legislation will not only help you in interviews but also demonstrate your commitment to the role and the well-being of tenants.
✨Tip Number 2
Practice active listening skills, as this is crucial for a Customer Service Advisor. Being able to empathise and respond appropriately to distressed tenants will set you apart from other candidates.
✨Tip Number 3
Research common housing hazards like damp and mould, and be prepared to discuss how you would handle calls related to these issues. Showing that you have knowledge in this area can boost your confidence during the interview.
✨Tip Number 4
Network with current or former employees of Wolverhampton Homes Ltd if possible. They can provide insights into the company culture and expectations, which can be invaluable during your application process.
We think you need these skills to ace Customer Service Advisor Specialist
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the key responsibilities and skills required for the Customer Service Advisor Specialist position. Tailor your application to highlight how your experience aligns with these requirements.
Showcase Relevant Experience: In your CV and cover letter, emphasise any previous customer service roles or experiences that demonstrate your ability to handle difficult situations with empathy and professionalism, especially in housing or related fields.
Highlight Communication Skills: Since the role involves clear and compassionate communication with tenants, make sure to provide examples of how you've effectively communicated in past roles. This could include handling complaints, providing guidance, or managing sensitive information.
Personalise Your Application: Address your cover letter to the hiring manager if possible, and express your genuine interest in the role and the organisation. Mention why you want to work specifically for Wolverhampton Homes Ltd and how you can contribute to their mission.
How to prepare for a job interview at WMJobs
✨Show Empathy and Understanding
As a Customer Service Advisor Specialist, you'll be dealing with vulnerable tenants. Make sure to demonstrate your ability to remain calm and compassionate during the interview. Share examples of how you've handled difficult situations in the past.
✨Familiarise Yourself with Awaab’s Law
Understanding the regulations surrounding housing hazards is crucial for this role. Research Awaab’s Law and be prepared to discuss its implications during your interview. This shows your commitment to the position and your willingness to learn.
✨Highlight Your Digital Skills
Since the role involves recording detailed case notes digitally, be ready to talk about your experience with digital systems. Mention any specific software you’ve used and how you ensure accuracy in your records.
✨Prepare Questions About the Role
Interviews are a two-way street. Prepare thoughtful questions about the team dynamics, training opportunities, and how success is measured in this role. This not only shows your interest but also helps you assess if the company is the right fit for you.