4 x Housing Advisor
Housing Service Centre
Grade Scale 6 (£26,601- £28,158 per annum/pro rata)
Permanent – full time/part time available
Full time roles – 35 hours per week
Part time roles – 17.5 hours per week
We are an ambitious housing service provider looking to expand the services we provide and deliver an excellent customer experience to over 21,000 households.
Our Housing Services Contact Centre (HSC) are looking for energetic and enthusiastic people, who are committed to positively managing resident expectations and providing consistently brilliant customer service, whether over the phone, face-to-face, on social media or through our back office administration teams. This role is the first point of contact for our residents, and covers service areas including repairs, leasehold, rents, estate facilities and general customer enquiries.
You will work as part of a team to provide accurate advice and assistance to residents. You will proactively seek to resolve queries at the initial point of contact, particularly with a focus on repairs. You will be required to consistently meet and exceed our customer service targets and service standards, including recording information on the relevant IT systems.
The ideal candidate will have:
· Excellent customer service attitude;
· A contact centre background with the ability to capture data accurately whilst speaking on the telephone;
· A knowledge of the housing and/or repairs sectors;
· An analytical approach to assessing the needs of our customers and the drive to resolve issues at the first point of contact;
· Experience of using Microsoft packages and potentially a knowledge of Northgate software as well;
· Excellent communication skills, both written and verbal;
· The ability to process a large volume of queries whilst maintaining excellent customer service standards at all times.
For more information, please visit www.thh.org.uk
If you would like to have an informal discussion about the role, please contact Laurance Higgs, Interim Customer Services Manager on 0207 364 1490 or email:
Our offer to applicants
We particularlyencourage applications fromwomen, disabled and Black and Minority Ethnic (BME) candidates, as these groups areunder-representedin this service area. Requests for flexible working arrangements can be considered subject to service requirements.
Under the Two Ticks guaranteed interview scheme Tower Hamlets Homes guarantees to interview all disabled candidates who meet the minimum essential criteria for the role.
THH pays a Community Language Allowance worth £50 per month to any member of staff who is able to provide services in community languages where this is required, such as Bengali and Somali.
How to apply?
If you are interested in applying, please complete the recruitment application form and send it to .
The closing date for this role is on Monday 7th November at 9.00am.
Applicants who have applied within the last six months will not be considered.
Shortlisting for this role will take place immediately after the closing date.
The selection process will include a telephone interview, online assessment, Assessment Centre and interview.
Interviews will be held on 2nd December and 8th December. If you are not available during this time, we will not be able to reschedule.
You must be available to start on Monday 9th January 2017.
Training will be full time for 1 month during which all staff (full time and part time) must be present.