Customer Services Advisor in Hammersmith

Customer Services Advisor\\n\\nWe are seeking a confident and empathetic Customer Services Advisor to be the first point of contact for residents and help deliver excellent housing services.\\n\\nPosition: Customer Services Advisor\\n\\nSalary: £28,357 per annum\\n\\nLocation: Hammersmith with hybrid working\\n\\nHours: Full time, 35 hours per week including a mandatory office day on Tuesdays\\n\\nContract: Permanent\\n\\nClosing date: Friday 19 December 2025\\n\\nInterview date: Week commencing 12 January 2026\\n\\nAbout the Role\\n\\nYou 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.\\n\\nKey responsibilities include:\\n\\nManaging customer enquiries by phone and email, providing clear and accurate information\\nHandling tenancy and responsive repair queries, raising works orders and keeping residents informed\\nKeeping records and systems updated with detailed and accurate notes\\nLiaising with contractors to ensure repairs are completed efficiently\\nSupporting rent and service charge enquiries, including taking payments\\nHelping to manage voids and lettings by keeping applicant information up to date\\nWorking with colleagues across the organisation to ensure a seamless and resident focused service\\nResponding professionally to complaints and helping drive improvements based on resident feedback\\nEnsuring all work complies with policies, procedures, safeguarding and data protection requirements\\n\\nAbout You\\n\\nWe are looking for someone organised, calm under pressure and committed to delivering the best possible customer experience.\\n\\nYou will have:\\n\\nExperience providing high quality customer service, including managing difficult conversations\\nExcellent written and verbal communication skills\\nStrong IT skills, including confidence using Microsoft Office\\nExperience handling a high volume of calls\\nAbility to prioritise workload and work to deadlines\\nA collaborative approach and the confidence to use your own judgement\\nEmpathy, professionalism and a commitment to supporting residents\\nAn understanding of equality, diversity and inclusion\\n\\nIt 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.\\n\\nAbout the Organisation\\n\\nThe 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.\\n\\nOther roles you may have experience of could include: Customer Service Officer, Housing Assistant, Resident Liaison Officer, Repairs Administrator, Contact Centre Advisor, Customer Support Advisor. #INDNFP\\n\\nPLEASE NOTE: This role is being advertised by NFP People on behalf of the organisation