[Contract] Customer Service Advisor (Housing) at Thrive Homes

Wed, 13 May 2026 12:00:04 +0100

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.

Apply

[Fulltime] Community Services Co-ordinator at North Devon Homes

Mon, 11 May 2026 13:00:05 +0100

Community Services Co-ordinator

Up to £26,589 per annum plus benefits

Barnstaple

Permanent, Full Time

We’re looking for a highly organised coordinator to support our Community Services team. This role is all about keeping our Alarm Service and Mutual Exchange processes running smoothly, providing a responsive first point of contact for customers, and making sure our records, data and compliance are accurate and up to date.

What you’ll be doing

Coordinate the day-to-day administration for our Alarm Service, including referrals, first contact, diary scheduling for installs/demos/repairs/collections, and managing cancellations and equipment returns.
Support customers through the Mutual Exchange process, tracking applications, liaising with internal teams, arranging inspections and keeping progress moving.
Manage calls and inboxes, resolve queries at first point of contact where possible, and escalate appropriately when needed.
Maintain accurate customer records and data quality in line with GDPR and NDH policies.
Support managers with reporting, monitoring activity and compliance requirements, and help review and improve team procedures.
Recognise, record and escalate safeguarding concerns in line with NDH safeguarding procedures.

What we need you to be like

Customer-focused and approachable – you enjoy helping people, you listen well and you have a confident, friendly telephone manner.
Calm and solution-oriented – you can handle a busy inbox/phone line, resolve issues at first point of contact where possible and know when to escalate.
Methodical and organised – you can prioritise your workload, meet deadlines and keep multiple processes moving at the same time.
Detail-driven – you keep accurate, concise records and take pride in high-quality data and admin.
IT confident – you’re comfortable using systems and Microsoft Office (especially Word and Excel) to track work and produce clear information.
Professional and discreet – you understand confidentiality and handle sensitive information appropriately.
A strong communicator and team player – you build positive working relationships and communicate clearly in writing and in person.
Safeguarding-aware – you’re alert to concerns, take them seriously and follow procedures.
Committed to our values – you work with integrity, promote health and safety, and are open to learning and development.

The successful candidate will be required to complete a Basic DBS check.

Closing date: Tuesday 19 May 2026 - 17:00

Interviews: 27 May & 1 June 2026

Please note: Applications must include a CV and supporting statement.

We are proud to be a Disability Confident Employer. As part of this commitment, we operate a guaranteed interview scheme for disabled applicants who meet the minimum criteria for the role to which they have applied.

We request that all applications are submitted with a completed Equality & Diversity Form.

If you require this advert in an alternative format or need support with the application process, please contact us and we’ll be happy to help.

The Company

North Devon Homes (NDH) is a registered charity providing affordable homes for people who need them. We are a housing association covering the North Devon district and have over 3,250 homes we are responsible for, providing accommodation to 10,000 total customers.

Apply

MyDiversity Jobs

[Contract] Customer Service Advisor (Housing) at Thrive Homes

[Fulltime] Community Services Co-ordinator at North Devon Homes