Job Description

Enquiries Advisor

---------------------

Closing date: 13/07/25



Interviews will be held in person from 23/07/25

A bit about the role...

---------------------------





Working in a team with the Enquiries Manager, the Enquiries Advisor will play a critical role in customer service. Acting on behalf of the organisation, managing incoming enquiries via email and calls from the public, stakeholders, MPs, and other Government organisations.





You will be joining our small but enthusiastic, friendly, and experienced team who are committed to delivering a first-class customer service. The role includes managing complex enquiries and resolving issues informally wherever possible. Taking an innovative and creative approach to your work and being accountable for managing a caseload. Working in a respectful, collaborative, and flexible way to foster good decision making and problem solving within the team.





This is a rare chance to shape the future of housing in a fast growing, national organisation with social purpose. Working with key stakeholders and specialist teams you will ensure efficient, consistent, and effective resolution of customer enquiries and have the opportunity to create a professional first impression of the organisation.

A bit about you...

--------------------





This role will suit you if you have a passion for delivering first class customer service and you are used to "spinning several plates" at once, always looking for ways to improve and innovate.





You'll be comfortable supporting the organisation with complex enquiry issues, aiming to resolve them at first contact and in accordance with Homes England Service Standards. You will be proficient and confident when talking to members of the public and stakeholders over the phone, and your discussions will always be shaped by a sound understanding of the commercial and operational impact of what we do as a team.





As an experienced customer service professional, you will be comfortable working with internal teams and stakeholders at a senior level and be able to build strong networks across the agency and project delivery community, working in a collaborative, inclusive way. You will be committed to role modelling and living our values and behaviours in everything you do.

Who are we?

---------------





Homes England : The Housing and Regeneration Agency





We believe that affordable, quality homes in well-designed places are key to improving people's lives. As the government's housing and regeneration agency, we create thriving new places and transform urban areas, combining the full breadth of our powers, expertise, land, capital and influence to bring investment to communities and get more homes built.





How? We form long-term partnerships that bridge the gap between the public and private sector to meet local needs and aspirations. We use our influence to champion the creation of sustainable homes, communities and places that are brilliantly designed for the people that live there now, and in the future. And we use our funding and support to build a more resilient, diverse and innovative housing sector, helping new entrants in the market, encouraging modern methods of construction and design, and promoting the utmost attention to building safety.





Together with our partners, we're accelerating the pace of house building, remediation and regeneration across the country, as we seek to deliver ever more affordable homes in places people are proud to call home for generations to come.

What we offer...

--------------------





As well as a competitive salary and 33 days annual leave, we are committed to 50/50 hybrid working. We'll support you, wherever possible, so that you don't miss out on what matters to you.





Internal applicants: please note that if you are successful, the salary you are offered will be in accordance with our pay controls and pay policy. You can find these on the recruitment pages of the intranet.





If you ever need a bit of extra help, we have a great employee assistance programme, financial wellbeing support and access to many great discounts with leading high street names.





Our range of network groups are also there to support you to be yourself at work and play a key role in helping shape our future.





If you are a member of a professional body, we'll pay for your membership and once you get your digital kit, you'll be good to go.





Homes England are a geographically diverse community. We work to a 50/50 office/ home based model. Moving back into our office environments has enabled us to utilise our space and time together in the most collaborative way.





We also encourage you to apply using the full application option as opposed to quick apply, this is especially important if you would like to indicate to us that you would like to be considered under the disability confident scheme.





If your application is shortlisted to interview we will require you to provide proof of your right to work in the UK at this stage.