Job Description

Pertemps Network Group are delighted to be assisting a reputable London housing provider for x3 Customer Services Advisor's who will act as the first point of contact for residents contacting the Council regarding housing services and repairs. The role focuses on delivering a high-quality, customer-focused service, resolving enquiries at first contact where possible, and ensuring residents receive a timely, positive, and professional response across all communication channels.
Contract: Temporary (initial 3 months, with potential to extend)
Hours: Full-time | Monday - Friday | 8-4pm or 9-5pm (shift rota)
Pay: 18.50 - 20.00 PAYE (depending on experience)
Key Responsibilities:

• Act as the first point of contact for residents via telephone, email, web, social media, and post.
• Provide clear advice and resolve common housing and repairs enquiries at first contact.
• Accurately log and update information on the Council's housing systems, including ordering repairs, booking surveyor appointments, issuing rent statements, and taking payments.
• Identify when enquiries require escalation and pass accurate, detailed information to specialist teams.
• Deliver a consistent, reliable, and customer-focused service in line with performance targets and service standards.
• Maintain up-to-date knowledge of housing policies and procedures to ensure accurate advice is provided.
• Carry out telephone surveys and record customer feedback to support service improvement.
• Take ownership of enquiries, ensuring residents feel listened to and supported throughout their interaction.
• Work in a performance-driven environment, achieving targets relating to customer satisfaction and first contact resolution.
• Act as a positive role model, promoting excellent customer service standards and organisational values at all times.
• Work flexibly across shifts to ensure full service coverage during operational hours.

Qualifications Essential:

• GCSEs (or equivalent) OR relevant customer service experience

Desirable:

• Customer Service qualification or similar

Experience

• Working in a customer service or contact centre environment
• Delivering services in a fast-paced, high-pressure setting
• Confident handling challenging or complex customer enquiries
• Working to performance, quality, and productivity targets
• Using Microsoft Office and other IT systems

Knowledge

• Strong understanding of what excellent customer service looks like
• General awareness of how customer service centres operate
• Desirable knowledge of local authority services, particularly housing or repairs

Skills & Abilities

• Excellent customer service and communication skills (verbal and written)
• Strong problem-solving and attention to detail
• Ability to understand and retain high volumes of information
• Confident IT user with good digital skills
• Strong time management and organisational skills
• Flexible and adaptable approach to work

Pertemps Network Group is an equal opportunities employer. We welcome applications from all suitably qualified candidates regardless of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex, or sexual orientation.
If you are passionate about delivering excellent customer service and have experience supporting housing or repairs enquiries, apply now for the Customer Services Advisor - Housing Repairs role to take the next step in your career.

Skills Required