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- Tasks: Be the friendly voice for residents, handling calls and emails with care.
- Company: Join a not-for-profit housing provider dedicated to empowering communities.
- Benefits: Enjoy a hybrid work model and a competitive salary of £28,357.
- Why this job: Make a real difference in women's lives while developing your customer service skills.
- Qualifications: Experience in customer service and strong communication skills are essential.
- Other info: Knowledge of social housing is a plus, but not required.
Customer Services Advisor
We are seeking a confident and empathetic Customer Services Advisor to be the first point of contact for residents and help deliver excellent housing services.
Position: Customer Services Advisor
Salary: £28,357 per annum
Location: Hammersmith with hybrid working
Hours: Full time, 35 hours per week including a mandatory office day on Tuesdays
Contract: Permanent
Closing date: Friday 19 December 2025
Interview date: Week commencing 12 January 2026
About the Role
You will be part of a small and collaborative customer services team providing a reliable, positive and professional service to residents. Acting as the first point of contact, you will handle a high volume of enquiries, resolve issues quickly, and ensure that residents feel listened to and supported.
Key responsibilities include:
- Managing customer enquiries by phone and email, providing clear and accurate information
- Handling tenancy and responsive repair queries, raising works orders and keeping residents informed
- Keeping records and systems updated with detailed and accurate notes
- Liaising with contractors to ensure repairs are completed efficiently
- Supporting rent and service charge enquiries, including taking payments
- Helping to manage voids and lettings by keeping applicant information up to date
- Working with colleagues across the organisation to ensure a seamless and resident focused service
- Responding professionally to complaints and helping drive improvements based on resident feedback
- Ensuring all work complies with policies, procedures, safeguarding and data protection requirements
About You
We are looking for someone organised, calm under pressure and committed to delivering the best possible customer experience.
You will have:
- Experience providing high quality customer service, including managing difficult conversations
- Excellent written and verbal communication skills
- Strong IT skills, including confidence using Microsoft Office
- Experience handling a high volume of calls
- Ability to prioritise workload and work to deadlines
- A collaborative approach and the confidence to use your own judgement
- Empathy, professionalism and a commitment to supporting residents
- An understanding of equality, diversity and inclusion
It would be an advantage if you have experience with works ordering systems or Microsoft Dynamics, or knowledge of basic property maintenance, but full training will be provided.
About the Organisation
The organisation provides affordable, safe and good quality homes for single women across London, with almost 1000 properties and the largest sheltered housing provision for single women in Kensington and Chelsea. With a proud history dating back to 1920, the organisation is driven by strong values, a resident first approach and a commitment to championing women s housing needs. These are exciting times, with over 160 new homes in development and a continued focus on delivering excellent services.
Other roles you may have experience of could include: Customer Service Officer, Housing Assistant, Resident Liaison Officer, Repairs Administrator, Contact Centre Advisor, Customer Support Advisor.
PLEASE NOTE: This role is being advertised by NFP People on behalf of the organisation.
Customer Services Advisor employer: Women's Pioneer Housing
Contact Detail:
Women's Pioneer Housing Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Services Advisor
✨Tip Number 1
Familiarise yourself with the organisation's mission and values. Understanding their commitment to supporting residents and promoting inclusivity will help you align your responses during the interview, showcasing your passion for their cause.
✨Tip Number 2
Prepare examples from your previous experience that demonstrate your customer service skills, particularly in handling difficult situations. Being able to share specific instances where you've shown empathy and professionalism will set you apart.
✨Tip Number 3
Brush up on your knowledge of social housing and property maintenance. Even if it's not essential, having a basic understanding of these areas can help you answer questions more confidently and show your genuine interest in the role.
✨Tip Number 4
Practice your communication skills by engaging in mock interviews or role-playing scenarios. This will help you articulate your thoughts clearly and stay calm under pressure, which is crucial for a Customer Services Advisor.
We think you need these skills to ace Customer Services Advisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, especially any roles involving call handling or tenant support. Use specific examples to demonstrate your skills in communication and organisation.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for providing excellent service. Mention your empathy and ability to handle pressure, as these are key traits for the Customer Services Advisor role.
Highlight Relevant Skills: In your application, emphasise your proficiency in Microsoft Office and any experience you have in social housing or property maintenance. This will show that you understand the context of the role.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Women's Pioneer Housing
✨Show Empathy and Understanding
As a Customer Services Advisor, you'll be the first point of contact for residents. Make sure to demonstrate your ability to empathise with their situations during the interview. Share examples from your past experiences where you handled customer queries with patience and understanding.
✨Highlight Your Communication Skills
Strong written and verbal communication skills are essential for this role. Prepare to discuss how you've effectively communicated in previous roles, especially in high-pressure situations. Practising common interview questions can help you articulate your thoughts clearly.
✨Demonstrate Organisational Skills
The job requires managing a busy workload, so be ready to talk about how you prioritise tasks and stay organised. You could mention specific tools or methods you use to keep track of your responsibilities, which will show your potential employer that you can handle the demands of the role.
✨Research the Organisation
Understanding the mission and values of the organisation is crucial. Familiarise yourself with their commitment to equality, inclusivity, and empowerment. This knowledge will not only help you answer questions more effectively but also allow you to ask insightful questions at the end of the interview.
