Customer Contact Adviser

Job Title: Customer Contact Adviser

Location: Stockwell, London, SW9

Job Type: 33,000 Per annum

About SW9 Community Housing:

SW9 Community Housing is a resident-led social housing charity responsible for the delivery of housing management and maintenance services for around 1,800 homes and several commercial and community buildings in Stockwell/Brixton on behalf of a G15 Housing Association Sovereign Network Group (SNG). Being a community-based organisation, we are seeking to recruit an experienced Customer Contact Adviser with a focus on service delivery and a people-centre approach. With a turnover of 13m, and rising, and in excess of 150million of inward investment provided by Network Homes now Sovereign Network Group (SNG) over the last 10 years we have ambitious plans for the future, and we want a like-minded visionary to join us on this journey.

About The Role:

The Customer Contact Adviser is a frontline repairs role with enhanced responsibility for follow-on actions, work-in-progress (WIP) control and customer outcomes. While the postholder will remain the first point of contact for residents taking calls, raising repairs and managing enquiries in line with established Repairs Assistant processes this role is differentiated by taking active ownership of repairs beyond the initial logging stage.

The postholder is responsible for ensuring follow-on works are raised, repairs are progressed, overdue jobs are actively chased, residents are kept informed, and customer satisfaction feedback is captured. The role plays a key part in improving grip on repairs delivery, reducing backlog and improving communication.

Key Responsibilities:

• First Point of Contact & Repairs Logging - Act as the first point of contact for residents reporting repairs via phone, email, 8x8/WhatsApp, Teams and in person
• Follow-On Works Ownership (Core Focus of the Role) -Take ownership of all follow-on actions arising from inspections.
• Resident Communication & Case Ownership - Keep residents informed throughout the full repairs journey.
• Customer Satisfaction & Feedback - Complete customer satisfaction surveys on a minimum of 10% of completed repairs. Record feedback accurately and escalate negative feedback or service failures
• Insite Administration & Evidence Handling - Review and action Insite inspection reports and ensure staff raise required works within SLA timeframes.
• Contractor & Internal Liaison - Act as a key liaison between residents, contractors and internal teams
• Variations, Quotes & Escalation Control - Monitor all repair variations and follow-on quotes to ensure they are logged, tracked and progressed

Knowledge and Experience:

• A background of responsive repairs, housing and customer service is desirable as we are looking for a client to hit the ground running.
• Demonstrate evidence of building and maintaining effective, productive relationships with key stakeholders.
• Sound knowledge of current and future challenges facing housing as well as an understanding of "third sector" services' issues and sensitivities.
• Demonstrate a high standard of written skills including report writing and responding professionally to complaints
• Substantial proven experience in a similar role.
• Experience of Northgate and CRM
• Experience of working in social housing.
• Experience of dealing with complaints
• Experience of dealing with Disrepair cases

Full details of the role profile is available on request.

Please click on the APPLY button to send your CV for this role.

Candidates with the experience or relevant job titles of; Service Adviser, Service Administrator, Works Administrator, Service Supervisor, Engineering Administrator, Maintenance Controller, Front Desk, Call Handler, Service Advisor, Customer Service Adviser, may also be considered for this role.