Job Description

Job Title:

Customer Service Advisor

Salary:

Grade 3/4 (24,888-29,409) DOE

Department:

Executive Office (Customer Contact Team)

Contract:

Full-time, Permanent

Work Pattern:

35 hours per week, agile working (9:00 - 5:00pm Monday to Friday)
We have an exciting opportunity to join our

Customer Contact Team

as a

Customer Service Advisor.

Our Customer Contact Team is committed to delivering an exceptional customer experience. As an Advisor, you will be the first point of contact for all customer and stakeholder enquiries. You will engage with customers who wish to report or obtain advice on repairs, housing information, discuss any tenancy issues or service complaints and discuss or pay accounts.

Role Overview

To respond confidently and efficiently to internal and external customer requests and enquiries across multiple communication channels. To take ownership and resolve enquiries at first point of contact, deliver an excellent standard of customer service and to make sure the customer is offered the best advice or service possible. To use systems to track enquiries and communicate efficiently and consistently with customers, contractors and colleagues.
The post holder will be expected to meet the competency levels expected of all Queens Cross staff, with a particular emphasis on attitude, behaviours, and a customer-first approach.

Essential Criteria

Minimum 12-months experience of working as part of a team in a demanding frontline customer service environment. A high level of accuracy for data recording, input and records management. Significant experience and working knowledge of MS outlook and customer management systems.

Desirable Criteria

Knowledge and understanding of the Housing sector. Experienced call handler.
If you're a confident, solution focussed, self-motivated, positive person with excellent listening and communications skills then we'd like you to apply.

Full details of the role are available in the job description on our website.

We will:

Provide a generous pay and reward package, including 40 days leave per year, 7% or 4% employer pension contribution, agile working options, green initiatives, family friendly policies, health & wellbeing commitment and much more. Read all about our benefits and commitments on our website.

How to apply:

Applicants must apply directly via our website. Download an application and return it via the email detailed on the form by the relevant closing date. Alternatively, you can complete our online application form by the closing date specified.

Closing date 12 October 2025

Interviews expected to take place week commencing 20 October 2025

CVs will not be accepted.

Further information about our recruitment process can be found in our recruitment guidance note.

Job Types: Full-time, Permanent

Pay: 24,888.00-29,409.00 per year

Benefits:

Additional leave Bereavement leave Company pension Cycle to work scheme Enhanced maternity leave Enhanced paternity leave Health & wellbeing programme Life insurance Sabbatical Sick pay Work from home
Work Location: Hybrid remote in Glasgow G20 7BE