Salary and Working Conditions
£30,386.03 per year plus benefits.
Hemel Hempstead, Hertfordshire (Hybrid Working). Fixed Term Contract until 1st January 2027 – Full Time (37 hours per week). This role requires working from the office one day per week.
About the Role
Join us in making a meaningful difference for our customers. As a Customer Service Advisor, you will be the first point of contact, handling a wide range of queries and guiding customers to essential housing services.
Responsibilities
- Providing a comprehensive range of advice, guidance, and support for our internal and external customers via digital services, email, text, phone, and written correspondence.
- Managing customer expectations in line with Thrive’s Service Offer and policy.
- Diagnosing repair requests and scheduling work for repairs and home visits for relationship managers and property services.
- Advising customers on housing and property‑related enquiries – achieving resolution at FPOC.
- Advising both internal and external customers on all housing‑related matters.
- Escalating ongoing issues, H&S, and compliance to ensure the relevant business function is informed.
- Collaborating and supporting across the team, Relationship and Property Services, and wider business to achieve issue resolution.
Requirements
- Strong experience in a customer service role, ideally within a call centre or similar.
- Background in housing is essential.
- Excellent communication and active‑listening skills.
- Strong problem‑solving abilities and capacity to analyse complex issues and provide innovative solutions.
- Positive, empathetic attitude and professional handling of diverse customer interactions.
Specific roles within Thrive are subject to a basic DBS check. The successful applicant(s) will be contacted by our People Team if this applies to their role.
Closing date: 15th May 2026. Interview date: To be confirmed. We reserve the right to close this recruitment if we have received a suitable number of applications.
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