Customer Service Advisor

Watford

Permanent, Full Time

37 hours per week

The Vacancy

We’re looking for a Customer Service Advisor to join our team and deliver a reliable, high-quality service our customers can depend on. You’ll be the first point of contact for a wide range of enquiries, providing clear, practical support that makes it easy for customers to get the help they need.

Introduction to the role

As a Customer Services Advisor, you will act as the “voice and face” of Chime Housing and be instrumental in enhancing the customer experience by exceeding customer needs whilst supporting the team to achieve Key Performance Indicators (KPIs) within a call centre.

Role purpose

We put the customer at the heart of everything that we do and take a proactive approach for each customer contact through multi-channel communication. As part of our Customer Service team, you will use your communication skills to help us deliver high-quality customer services.

The right candidate will be highly customer-focused and committed to delivering quality services to our residents and work effectively and proactively with colleagues to give our customers an exceptional customer experience.

What’s the role?

Key Accountabilities:

* Be the first point of contact for the organisation’s customers, assisting with a range of enquiries and liaising with other staff members as required.

* Assess and resolve enquiries, requests and complaints by telephone, email, online or face to face as reasonably possible.

* Effective administration of the repairs process to include call handling, email responses, diagnosing faults, raising jobs, allocating and issuing jobs, managing work in progress, updating, and completing works on the system in a timely and effective manner.

* Focus on creating a first-time resolution for the customer ensuring queries are dealt with where possible at first point of contact, taking ownership to resolve queries effectively.

* Apply sound judgement to resolve customer queries in relation to repairs and maintenance. Doing so in a timely manner as well as managing such queries sensitively and effectively through to satisfactory resolution.

* Provide accurate repairs and housing related advice to customers.

* Demonstrating empathy, professionalism and the ability to manage conflict, achieving a balance between requirements of customers and internal stakeholders.

* Acting as a key point of contact for customer enquiries and signposting customer queries appropriately.

* Ensuring that all customer enquiries and requests are dealt with in a prompt, courteous manner that demonstrates excellent customer service in all communications with customers.

* Provide a comprehensive information service to all customers, advising on services, policies, procedures of the organisation to either inform or resolve the needs of the customer.

* To use sound judgement and take decisions within the established procedures/policies for each service request including logging, processing and progress chasing enquiries or repairs requests whilst adhering to the procedures, policies, service standards and key performance targets to maximise customer satisfaction.

* Any other duties as required by your line manager.

What are we looking for?

Essential:

* At least 2 years’ experience in Customer Service / Reception

* Qualifications in Customer Service / Customer Care

* You will need to maintain a satisfactory basic level DBS check

Desirable:

* Knowledge of the housing sector

* Be able to engage effectively with a diverse audience using a varied range of communication tools

Who you’ll work with

* Responsible to: Customer Service Manager

* Department: Customer Services Team

What can we offer you?

* 28 days’ annual leave (pro rata)

* Employer pension contribution of up to 11%

* Development opportunities

* Comprehensive employee rewards scheme

How we work

We embrace agile working — blending time in our communities, shared spaces, and remote working. With digital technology at the heart of our approach, we empower teams and individuals to work flexibly.

How to apply

If this sounds like your next role, click ‘apply now’, tell us why you’ve got what it takes, and attach a copy of your current CV.

Closing date: 10th July 2026
Interviews: To be confirmed

(Please note we reserve the right to close the vacancy early if we receive a large response.)