Do you thrive in a fast-paced environment where no two days are the same? We're looking for a Customer Service Advisor - Reception to join our front-line team, supporting customers across a wide range of housing and tenancy-related services. This varied and rewarding role involves managing sensitive and often complex enquiries, from Property Pool Plus applications and tenancy management requests to repairs, complaints and customer escalations. You'll play a vital role in delivering an excellent customer experience, resolving issues at the earliest opportunity and providing tailored support with professionalism, empathy and attention to detail.
The role is primarily based in our Liverpool City Centre office, with travel to our St Helens and Warrington offices required in line with business needs.
What you'll be doing:
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Act as the first point of contact for customers, delivering a professional and responsive service across reception, telephone, email and digital channels.
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Manage a wide range of housing and tenancy-related enquiries, including Property Pool Plus applications, choice-based lettings, waiting list enquiries, tenancy management requests, transfers, mutual exchanges, repairs, complaints and anti-social behaviour cases.
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Provide accurate advice, guidance and support by applying company policies and procedures, including handling rent account enquiries, taking payments, discussing arrears and agreeing repayment arrangements while promoting the Every Contact Counts approach.
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Investigate, manage and resolve sensitive and often complex customer enquiries, taking ownership through to resolution, making referrals to specialist teams where appropriate and keeping customers informed throughout.
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Accurately record and maintain customer information, case notes and actions on housing and case management systems, ensuring compliance with data protection requirements.
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Promote digital services and support customers to access online accounts and self-service options, improving their experience and access to services.
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Work collaboratively with colleagues across the organisation to deliver positive customer outcomes, achieve service standards and continuously improve service delivery.
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Maintain a flexible and proactive approach while working in a fast-paced environment, ensuring compliance with Health & Safety, Equality, Diversity and Inclusion requirements and supporting service delivery across Liverpool, St Helens and Warrington.
What we're looking for:
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Experience delivering excellent customer service in a fast-paced environment, ideally within housing, reception, contact centre or a similar customer-focused setting.
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Strong communication skills, with the confidence to handle sensitive and complex enquiries, provide accurate advice and build positive customer relationships.
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Experience applying policies and procedures to resolve enquiries, make informed decisions and achieve positive customer outcomes.
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Excellent organisational, problem-solving and investigative skills, with the ability to manage a varied workload and take ownership of enquiries through to resolution.
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Strong attention to detail and IT skills, with experience accurately recording and maintaining customer information across multiple systems.
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A proactive, flexible and customer-focused approach, with the ability to adapt to changing priorities and embrace new ways of working and support service delivery across our Liverpool, St Helens and Warrington offices in line with business needs.
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A collaborative team player who works effectively with colleagues and stakeholders to deliver excellent service and continuously improve the customer experience.
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A commitment to equality, diversity and inclusion, ensuring customers are treated fairly and services are delivered with respect and understanding.
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A minimum of 4 GCSEs (or equivalent) at Grade C/4 or above, including English.
Interview Process:
Candidates will be invited to attend a competency-based interview and complete a short 15-minute in-tray exercise designed to assess skills relevant to the role. Interviews will take place on Monday 24th and Thursday 27th August 2026 at our Liverpool City Centre Office.
Additional Information:
Each successful applicant will be required to complete the following pre-employment checks prior to a start date being agreed:
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Right to work verification
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Qualification certificate check (where applicable)
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Two satisfactory references
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Occupational Health questionnaire and Fit for Work clearance
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DBS check (where applicable)
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Completion of all new starter documentation, including signed terms and conditions
Please note, we reserve the right to close this advert early if we receive a sufficient number of applications.
