Job Description

Customer Service Advisor

24,743 rising to 28,920 on completion of milestones during probation

Bath | Full Time |

Permanent | 37 hours per week

Your Voice. Our Values. Connected Communities.

At Curo, we take pride in being the first point of contact for our residents and the wider community. Our Customer Service Advisors are the voice of Curo - and we need people who care about making every interaction count.


This dynamic role puts you at the heart of our organisation. Working as part of our supportive contact centre team, you'll handle a diverse range of enquiries across multiple channels, helping resolve issues and making a real difference to people's lives every day.


You'll connect with our residents, contractors, and sometimes the wider public, providing solutions and support when they need it most. Many of our customers contact us during challenging times in their lives, so your empathy and understanding will be crucial in helping them navigate their housing needs.

What you'll be doing

Answering inbound calls, WhatsApp messages, texts, emails, and social media enquiries Handling and resolving customer queries at the first point of contact wherever possible Using multiple systems simultaneously to find information and update records Managing challenging situations with empathy and professionalism Providing advice and guidance on a wide range of housing-related matters Directing complex queries to the appropriate teams when necessary Working in a fast-paced environment where no two days truly are not the same

What you'll get in return

Beyond a salary of 24,743 and the chance to make a difference every day, you'll get:

A salary increase to 28,920 on successful completion of key milestones during your probationary period 26 days annual leave per year (plus bank holidays), increasing to 29 days Your birthday off as an extra holiday Up to 10% matched pension contribution Hybrid working (3 days office, 2 days home) after a minimum of 3-months in post Flexible benefits which might include a Health Cash Plan Access to an Employee Assistance Programme for your wellbeing Access to many different career and development opportunities across Curo, once you have been in post for 18-months.

More about you

We value transferable skills from various backgrounds - whether you've worked in retail, hospitality, call centres or other customer-facing roles, your experience could be perfect for this position.


Essential:

Experience in a customer service environment with proven problem-solving skills Strong communication skills - both verbal and written Ability to multitask and manage your time effectively Resilience and patience when dealing with challenging situations Computer literacy and ability to learn and use multiple new systems quickly Ability to remain calm under pressure

Desirable:

Experience working in a contact centre or housing environment Knowledge of social housing or related sectors

Your working pattern

You'll begin with 4 weeks of training (09:00-16:30), then move to regular hours (08:30-17:00) before transitioning to our shift pattern. This includes rotations between 08:00- 16:30, 08:30-17:00, 09:30-18:00, and one day per week 11:30-20:00.

About the interview process

Our interview process gives you the chance to show us your skills through a conversation and a couple of practical exercises. We'll also include a short pre-interview assessment to help us understand how you work best. Don't worry - we'll give you all the details in advance so you know exactly what to expect. Interviews take place at our Bath office and last around 1.5 hours.

About Curo

We're a leading South West housing association with social purpose at our heart. We provide affordable homes and create positive futures in our communities. We're proud to be among the UK's top 100 companies to work for, and the 5th best housing association nationwide.


We actively welcome applications from candidates who identify as disabled, LGBTQ+, from ethnic minority backgrounds, and from our Curo customers. We're committed to making our recruitment process accessible to everyone - if you need any adjustments to help you apply or interview, please contact our recruitment team at recruitment@curo-group.co.uk


Would you like to have an informal discussion about the role?


Please contact Bridie Campbell on 01225 366000 or email bridie.campbell@curo-group.co.uk