Customer Service Advisor

Hours: 37 hours per week (Monday-Friday - Office based)Contract: Permanent, full-timeApply below after reading through all the details and supporting information regarding this job opportunity.About UsShropshire Towns and Rural Housing Ltd (STAR Housing) is an Arm's Length Management Organisation responsible for managing Shropshire Council's housing stock. We manage around 4,200 homes in the Oswestry and Bridgnorth areas, providing a range of traditional and support services to tenants, including vulnerable residents. Our mission is to "Create a better future" by improving the quality of life for all local people.The RoleAs a Customer Service Advisor, you will be the first point of contact for STAR Housing residents, delivering a high-quality, customer-focused service. You'll handle queries via phone, email, face-to-face, and digital channels, supporting residents with rent, repairs, tenancy management, and more. Your work will be vital in ensuring resident satisfaction and upholding STAR Housing's commitment to safe, sustainable homes and excellent service delivery.Key ResponsibilitiesAct as the first point of contact for tenants across multiple channels.Provide advice and support on housing-related queries, including rent, repairs, and tenancy management.Log and track enquiries using STAR Housing's CRM systems.Liaise with internal departments to resolve customer issues.Handle complaints and feedback professionally, escalating as needed.Support vulnerable tenants by signposting to appropriate services.Maintain up-to-date knowledge of housing policies and legislation.Contribute to service improvement by identifying trends and suggesting solutions.Communicate updates to customers and manage expectations.Person SpecificationEssential:Experience in a customer service role (ideally within housing or public services).Excellent communication and interpersonal skills.Ability to manage multiple tasks and prioritise effectively.Ability to handle challenging conversations with empathy and professionalism.Strong IT skills, including Microsoft Office and CRM systems.Ability to work independently and as part of a team.Commitment to equality, diversity, and inclusion.Desirable:Experience working with vulnerable tenants or in a safeguarding-aware environment.Familiarity with STAR Housing systems and procedures.Conditions of ServiceBased full time at Ptarmigan House, Shrewsbury.28 days annual leave (rising to 33 after 5 years).Local Government Pension Scheme eligibility.Appointment subject to satisfactory references, medical report, evidence of qualifications, and a DBS check.Six-month probationary period.PandoLogic. Keywords: Customer Service Representative, Location: Shrewsbury, ENG - SY3 8PN

Created: 2025-10-22