Customer Service Advisor (Housing)

Customer Service Advisor (Housing)

Salary £30,386.03 plus benefits

Hemel Hempstead, Hertfordshire (Hybrid Working)

Fixed Term Contract until 1st January 2027 – Full Time (37 hours per week)

Join us in making a meaningful difference for our customers. Apply today and become a valued member of our Customer Services team.

At Thrive Homes, we’re seeking a Customer Service Advisor to play a vital role in helping our customers access essential housing services. From raising repair requests to supporting tenancy enquiries and more, you’ll be the first point of contact, offering clear, friendly, and effective guidance across a wide range of queries.

Using a variety of communication channels, you’ll ensure every customer feels listened to, supported, and confident in the service they receive.

If you’re passionate about putting customers first and take pride in delivering excellent service every day, we’d love to hear from you.

This role requires working from the office one day per week. All training and any additional business needs will also be office-based, so applicants must live within a commutable distance of our Head Office in Hemel Hempstead, Hertfordshire.

Other Responsibilities:    

• Providing a compressive range of advice, guidance, and support for our internal and external customers in line with business and team objectives - via different channels i.e. digital services, (inbound/outbound) email, text, phone, and written correspondence.   

• Managing customer expectations in line with Thrive's Service Offer and adherence to policy.   

• Diagnosing repair requests and scheduling work for repairs and home visits for relationship managers and property services.   

• Advising Customers on housing and property related enquires – to achieve resolution at FPOC. 

• Advising both internal and external customers on all housing-related matters.   

•  Escalate ongoing issues, H&S, and compliance - to ensure the relevant business function is informed.   

• Collaboration and support across the team, Relationship and Property Services, and wider business to achieve resolution of issues.  

Requirements:   

• Strong experience of working within a customer service position, ideally within a call centre, or similar.

• A background in housing is essential.

• Excellent communication and active listening skills are essential for effectively engaging with customers.    

• Strong problem-solving abilities, including the capacity to analyse complex issues and provide innovative solutions, are a must.    

• A positive, empathetic attitude and the ability to adeptly handle a diverse range of customer interactions while maintaining a high level of professionalism are vital for success in this position   

Specific roles within Thrive are subject to a basic DBS check, the successful applicant(s) will be contacted by our People Team if this applies to their role.  

Closing date: 15th May 2026

Interview date: To be confirmed

We reserve the right to close this recruitment if it is deemed that we have received a suitable number of applications. On this basis we would advise that applications are submitted as soon as possible. 

Thrive Homes and Watford Community Housing are merging to create a new Community Gateway housing association by bringing together our people and expertise to strengthen services and increase our impact.

For our people, this means we are creating a larger organisation with broader career paths, more opportunities to develop, and greater capacity to invest so we can deliver even better customer outcomes. 

The legal merger is expected to complete on 1 June 2026.