• Job description

     For over 40 years Warrington Housing Association has been providing a broad range of affordable homes and services across the Borough.  We are as passionate now as we have ever been about making Warrington a fantastic and thriving place to live.

     Our work is more than homes, it is about the people, it’s about community, it’s about taking an asset-based approach to supporting tangible, long-lasting change.

     Our colleagues pride themselves on forging strong, productive relationships with our customers, partners and the wider community, our commitment to this is stronger than ever.

     The Customer Service Advisor role will be pivotal in enhancing this offer as we continue to move forward, you will be part of an essential team within WHA whose role is to deliver and improve the customer experience.  You will provide outstanding customer service on a right first-time basis to all WHA customers, and you will be the first point of contact via telephone, email and through our customer portal, directly assisting customers in solving their queries which will include lettings, repairs and rent arrears.

    Along with various administration tasks such as processing invoices and dealing with the daily post you must be prepared to support other teams within WHA including property services, money advice and sale & development under a One Team approach.

    The role will be predominantly office based with the possibility of some agile working.

    Customer Service Advisor Requirements:

    The successful candidate will be educated to GCSE level and/or relevant experience.

    You should be qualified to a minimum level 3 (or equivalent) in English and Maths and have evidence of well-developed IT skills.

    Ideally you will have experience of delivering excellent customer service within the social housing sector or lettings.

    You will have a can-do attitude whilst being able to show compassion and empathy, keeping the customer at the heart of everything you do.

     As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet and demonstrate the minimum criteria for the vacancy.

    Reporting to: Customer Experience Manager

    Directorate: Operations Department

    Location: The Gateway, 89 Sankey Street, Warrington, WA1 1SR

    Salary: £23,943 rising to £24,855 upon successful completion of probation

    Purpose of the role:

    Provide an efficient and effective customer contact handling service, ensuring a right first-time approach and caring customer service is delivered; undertake the processing of associated administrative activity ensuring procedure and timescale compliance.

    Key accountabilities and job content

    Provide an excellent customer service ensuring KPI’s are met and that the service meets the team objectives.
    Ensure all incoming & outbound contacts are logged, information is provided and validated, and that assistance is provided in line with a Right First-Time approach and resolution is achieved, when possible.
    In response to a complex customer query, where first call resolution is not possible, ensure it is passed to the appropriate member of staff or team to allow resolution, ensuring that customer expectations are managed at point of contact.
    Ensure outstanding customer contacts are followed up, contact management information is up to date.
    Provide a caring approach that recognises the different customer profiles and deliver the service to the customer in the most appropriate way.
    Follow and play an active role in developing group procedures for all processes.
    Communicate effectively and provide advice and information on all aspects of the Associations services.
    General management of meeting facilities.
    Ordering and provision of stationery and general office supplies.
    Contribute to a working environment where effective relationships are fostered.
    Facilities and administrative support for Association events.


    Good level of education.

    Knowledge, skills and experience


    Proven experience of delivering excellent customer service preferably with a background in social housing or private lettings
    IT literate – Microsoft Office.
    Excellent communication and organisational skills with a strong customer focus.
    Proven ability of working to deadlines and prioritising workloads.
    GCSE Maths and English (or equivalent)


    Some experience of providing administrative support services.
    Experience of sales and marketing of homes.
    A working knowledge/ experience of landlord and tenant legislation relating to Right to Buy, Right to Acquire, Leasehold and Shared Ownership.


    Responsible for the health, safety and welfare of yourself and others at work, embedding a safety-first culture.
    Commitment to equality, diversity and inclusion.
    Adhere to safeguarding policies and procedures, reporting any concerns and working with agencies to safeguard vulnerable customers and colleagues.
    Comply with the General Data Protection Regulations.
    Occasional evening or weekend work
    May be required to undertake any other reasonable duties commensurate with the role.

    Closing date: Friday 12 April 2024

    Interviews: w/c Monday 15 April 2024


    Monday to Friday
    No weekends

    Ability to commute/relocate:

    Warrington, WA1 1SR: reliably commute or plan to relocate before starting work (required)

  • Benefits

      • Cycle to work scheme
      • Enjoy Benefits Package
      • Simply Health Cash Plan
      • Aviva Workplace Pension Scheme we match your contributions up to 10%
      • 28 days annual leave, rising by one day per annum up to a maximum of 33 days after 5 years’ service, plus Bank / Public Holidays.