Housing Advisor - Office based

Housing Services Advisor – Contact Centre (Office Based)
Location: Office Based
Contract: 3–6 Month Ongoing Temporary Contract
Rate: £26.40 per hour (Umbrella)
Hours: Monday to Friday, 8:30am – 5:00pm
Start: ASAP

About the Role Our Housing Services Contact Centre is recruiting five experienced Housing Services Advisors to join a busy, fast-paced contact centre environment. This is an excellent opportunity for candidates with previous contact centre experience, particularly within housing repairs, who are confident using the Northgate system and thrive in a high-volume customer-facing role.
As the first point of contact for residents, you will deliver a professional, responsive, and customer-focused service, managing a wide range of housing-related enquiries while effectively managing expectations over the phone.
Key Responsibilities

• Act as the first point of contact for residents via telephone
• Handle enquiries across repairs, rents, leasehold services, estate services, and general housing queries
• Log and manage housing repairs accurately using the Northgate system
• Provide clear, accurate advice and updates to residents
• Manage high call volumes while maintaining excellent customer service standards
• Work to KPIs, SLAs, and service standards in a fast-paced environment

Requirements

• Previous contact centre experience (housing sector)
• Strong knowledge of housing repairs processes
• Confident user of the Northgate system
• Excellent communication and customer service skills
• Ability to manage challenging calls and resident expectations
• Reliable, organised, and able to work well under pressure

Working Arrangements

• Office-based role
• Business hours: 8:30am – 5:00pm
• Successful candidates must complete a two-week intensive training programme in the office
• Hybrid working arrangements may be available following training, subject to performance and service needs

PLEASE NOTE: All applications are monitored and shortlisted candidates will be contacted via phone call or email