Customer Communications Centre Advisor

At bpha, we're more than a housing association. We're a purpose-driven organisation dedicated to creating safe, sustainable communities where people can thrive. Every interaction we have with our customers matters, and we're looking for someone who shares our commitment to delivering outstanding service.

We're looking for a Customer Communications Centre Advisor to join our award-winning Customer Communications Centre team. If you enjoy helping people, solving problems, and delivering exceptional customer experiences, we'd love to hear from you.

As one of the first points of contact for our customers, you'll play a vital role in providing information, resolving enquiries and ensuring customers receive a responsive and professional service across multiple communication channels.

Key responsibilities include:

• Handling customer enquiries via telephone, email, webchat, social media and other communication channels.
• Delivering a high-quality customer experience by responding accurately, professionally and efficiently.
• Managing customer expectations and ensuring enquiries are resolved wherever possible at the first point of contact.
• Diagnosing and raising repair requests and providing advice and guidance on a range of housing-related services.
• Reviewing customer records to understand individual circumstances and provide the most effective support.
• Working collaboratively with colleagues across the business to resolve more complex enquiries.
• Maintaining accurate records and ensuring all customer interactions are recorded appropriately.
• Supporting customers with payment arrangements and signposting them to appropriate services where required.
• Contributing to team performance targets and service quality standards.

We're seeking an enthusiastic and customer-focused individual who enjoys working in a fast-paced environment and takes pride in delivering excellent service.

You'll have:

• Excellent communication skills, both verbal and written.
• A professional and friendly telephone manner.
• Experience working in a customer service environment, particularly handling high volumes of customer enquiries.
• The ability to listen, understand customer needs and provide practical solutions.
• Strong organisational skills with the ability to prioritise workloads effectively.
• Experience working within a busy, target-driven environment.
• Good IT skills, including Microsoft Office applications.
• A collaborative approach and the ability to work both independently and as part of a team.
• Experience within housing, repairs or a similar service environment would be advantageous.

Why join bpha?

At bpha, our people are at the heart of everything we do. We foster a culture built around responsibility, empathy, collaboration and ambition, where colleagues are empowered to make a genuine difference every day. We understand that great service starts with great people, which is why we invest in our teams and provide opportunities for development, learning and career progression.

If you're passionate about helping customers, enjoy problem-solving and want to be part of an organisation that positively impacts local communities, we'd love to hear from you.

Please note that we reserve the right to close this vacancy early if we receive a sufficient number of applications or find a suitable candidate before the advertised closing date. We encourage interested applicants to apply as soon as possible to avoid disappointment.