Job Description

Tenant Experience & Contact Advisor - Part Time

Location:

Office-based (EHSL Supported Housing)

Salary:

20,433 per annum (30,650 per annum FT Equivalent)

Hours:

25 Hours a week, Monday to Friday - 9.30am to 2.30pm

Team:

Tenant Experience & Contact Centre

Reports to:

Tenant Experience & Contact Manager

Start Date:

8th September 2025

About EHSL Supported Housing

EHSL Supported Housing provides safe, empowering homes where residents can build independence and community connection. Our newly established Contact Centre is the vital hub linking tenants, care providers, and external stakeholders to housing, maintenance, and support services. Every interaction goes beyond query resolution--it's an opportunity to reassure, inform, and contribute to a positive living experience.

We are committed to delivering high-performing, effective, and consistent services to residents, businesses, and partners. The Tenant Experience & Contact Centre acts as the main 'front door' of the organisation--offering a wide range of tenant and business services across multiple channels including phone, email, web, self-service, live chat, video, social media, face-to-face contact, Tenant and Stakeholder consultations, and traditional correspondence.

We are passionate about delivering excellent customer experiences. We put customers at the heart of everything we do and are driven by our vision to provide the best possible service--whoever our customers are (residents, businesses, partners, or suppliers) and whenever they need us.

Our approach is defined by:

Resident-First Ethos:

We actively listen to tenant feedback and use those insights to shape our services.

Holistic Support:

From everyday repairs to safeguarding and wellbeing referrals, we address the full spectrum of needs with empathy and professionalism.

Continuous Innovation:

We adapt and enhance our channels--phone, email, webchat and digital platforms--to ensure accessible, high-quality service for all.

Purpose of the Role

As a

Customer Experience & Contact Advisor

, you are EHSL's frontline ambassador. You will:

Triage & Resolve:

Act as the first point of contact for all inbound communication including calls, emails and post--using agreed scripts and workflows to provide first-contact resolution or to direct queries accurately.

Deliver Empathy & Expertise:

Offer person-centred, solution-focused support for enquiries on repairs, tenancy issues, rent payments, complaints and community services.

Record & Comply:

Ensure every interaction is logged with clarity and completeness in Arthur and our Contact Log, adhering to data protection, confidentiality and safeguarding protocols.

Collaborate & Improve:

Work closely with colleagues during handovers, rota cover and service reviews--identifying common issues and recommending enhancements to processes, scripts and self-service tools.
This role suits someone who thrives in a fast-paced environment, remains calm under pressure, and has a genuine desire to make a difference in people's lives.

Key Responsibilities

1. First Point of Contact

Respond promptly and professionally to incoming communications including calls, emails and post and other. Triage enquiries using agreed scripts and workflows; resolve issues or redirect to the appropriate team. Handle a variety of queries, including repairs, tenancy changes, rent/payment questions, safeguarding concerns, and general housing advice.

2. Service Excellence

Deliver empathetic, person-centred support at every interaction. Follow guidance to maintain consistent, high-quality responses--keeping hold times and transfers to a minimum. Strive for first-contact resolution and capture customer satisfaction feedback to inform improvements.

3. Accurate Logging & Compliance

Record all tenant contacts in our CRM software including Arthur, creating notes and tasks with precision. Log all other enquiries in the Contact Log, ensuring completeness and accuracy. Follow data protection, confidentiality and safeguarding procedures; escalate urgent risks, complaints and safeguarding concerns according to protocol.

4. Team & Operational Support

Participate in daily handovers, team briefings and rota planning. Provide cover during peak periods and planned absences, maintaining service continuity. Contribute to the Daily Log by highlighting recurring issues and tenant feedback. Assist in service improvement initiatives by identifying patterns, gaps and opportunities. Any other duties or activities to meet the needs of the department and business.

Person Specification

Essential:

Experience in customer service and contact centre operations Exceptional verbal and written communication skills--clear, professional and empathetic. Strong attention to detail and accurate record-keeping. Ability to stay calm and solution-focused under pressure. Comfort with digital systems (CRM or housing management tools) and willingness to learn new technology.

Desirable:

Experience in Housing and using Arthur proeprty management or similar housing platforms. Understanding of supported housing, vulnerable adult protocols and safeguarding. Familiarity with digital contact channels (SMS, WhatsApp, webchat) and process design.
Job Type: Part-time

Pay: 20,433.00 per year

Expected hours: 25 per week

Benefits:

Additional leave Company events Employee discount Health & wellbeing programme Paid volunteer time Referral programme Sick pay Work from home
Work Location: In person

Reference ID: Tenant Experience & Contact Advisor