We are One Housing and we create places for people to call home and support them to live well. With a breadth of services and expertise to help people whatever their housing, care, or support needs.

The One Housing Customer Services teams are friendly, knowledgeable and we love what we do. We are proud of our expertise and passionate about the high-quality, service we deliver to all of our customers.

We offer our colleagues a friendly, collaborative workplace and the chance to build a rewarding career with a not-for-profit organisation that is proud to make a genuine difference to people’s lives, each and every day.

Join our Customer Services team as a Customer Service Advisor.

Our Customer Services teams play a central role in achieving our vision. Our teams include our Customer Contact Centre and specialist teams like income collection, rent and service charges and resident management. Often acting as a first-point of contact for our customers we prize our accountability, empathy and a genuine self-desire to be helpful and informative.

We’re an organisation with strong values. We keep our promises; we do a great job; we value diversity; we work together; and we look for ways to improve. These are what make us such a great team, working together as one to achieve our vision.

We have a fantastic opportunity for someone to join us in the position of Customer Service Advisor.

This is a very busy team handling high contact volumes through various channels-voice, emails and chat but you will be trained and supported throughout your time at One Housing.

Salary: £10,971 per annum (£24000 FTE)
Location: Hybrid Working (2/3 days office based in Camden / 1/2 days remote WFH)
Hours: 16 Hours - 2pm - 6pm (4 hours a day over 5 days per week - No weekend work)

Your responsibilities will include:

• Being a customer service champion ensuring that all contacts are owned and resolved through to completion seizing opportunities to implement innovative and creative solutions.
• Accessing and resolving a wide range of enquiries in accordance with established processes, procedures and policies with the objective of providing a positive customer experience and resolution at first point of contact.
• Utilising and promoting a range of technologies to communicate with customers.
• Using a necessary business systems in an appropriate way to record information relating to enquiries, transactions and complaints in accordance with established processes, procedures and policies to ensure accuracy of information and efficiency when dealing with customers.
• Carrying out a range of administrative duties that that may be needed from time to time by other areas of the Customer Services Directorate or other department within One Housing.
• Achieving all personal or business objectives, measures or targets, service level agreements and quality standards to maximise customer satisfaction.

We are looking for someone who can multitask effectively, always puts customers first, believes in working together as part of a team, who shares our values and who is positive and friendly.

The successful candidate will:

• Possess customer service experience from previous employment.
• Be experienced working in a customer care/service environment and able to utilise a variety of communication channels including over the phone, email, social media etc.
• Demonstrate a good standard of numeracy and literacy.
• Have Strong communication skills, both oral and written.
• Be resilient, self-motivated, assertive, and confident.

Our Life@One benefits offer you an array of perks designed with your wellbeing in mind.

Salary: £10,971 per annum

• Your holidays are important to us. Take up to 28 days annual leave plus bank holidays.
• Lean travel. Spread the cost of your commute with a season ticket loans and our Cycle2Work scheme, open to all colleagues
• Looking forward to your big bucket list trip? You can buy or sell up to five days annual leave each year.
• Get paid to do good. We offer you two days off on full pay each year to volunteer in our communities.
• Look after your loved ones. Our healthcare cash back plan allows you to claim back cash for you and your family’s healthcare.
• Well done! With our colleague recognition programme you will know when you’ve done a #greatjob
• Learning never stops. One Academy, our innovative, in-house learning and development offering is designed to help you take your career to the next level.
• We’re here for you. Our employee assistance programme offers counselling and support for you and your family 24/7.
• Stay book-smart. Take up to five paid days off per year to study toward a relevant qualification.
• Experience new things. We offer you a career break after 3 years’ continuous service.

As an organisation with a strong social purpose, One Housing works in some of the most diverse communities in the UK and our workforce reflects that. As of December 2021, One Housing merged with the Riverside Group, creating one of the country's largest housing associations, with more than 75,000 homes. This follows a shared recognition that we are better and stronger together; and that when we combine, we will be able to do more for our customers and the communities we serve.

At One Housing, our people are our strength which is why we work very hard to enable all employees to bring their authentic self to work. This commitment is reflected in our hybrid working policy, our diversity groups support network, our wellbeing initiatives and our employee benefits.

We understand that the different skills and experiences that our colleagues from different backgrounds bring to us allow us to make better decisions, consider different views and be an altogether more interesting and cohesive place to work. We welcome applications from everyone.

Apply today for a fulfilling career in our Customer Service team.

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