Customer service management jobs

The Royal British Legion is recruiting for an experienced Supporter Care Manager to lead their supporter care team. This a key role which is responsible for ensuring that every supporter that contacts the organisation receives a positive and memorable experience. TRBL is committed to making sure that all who make contact come away feeling that they’re making a difference.

Based in London this important role will oversee the day to day running of the supporter care function providing operational leadership and guidance to team members and ensuring that high standards are maintained and continuously improved.

Key responsibilities: 

• Manage the in-house supporter care function which includes enquiries, complaint handling, processing and thanking of donations and Gift Aid declarations 

• Support in the development of annual operating plans and budgets, working with key stakeholders to ensure Supporter Care meets the objectives of the Fundraising department 

• Provide day to day line management, including one to ones, tailored personal development plans, mentoring, coaching and shadowing, as appropriate 

• Continually drive efficiency, innovation and quality of processes and services delivered by the team

Experience and Skills 

• Previous experience of management or leadership of supporter care/customer service within the charity or non-profit sector 

• Strong leadership skills with the ability to implement high levels of supporter care and continuously improve standards 

• Experience of dealing with complex customer queries, requests and complaints 

• Experience and knowledge of working with CRM system

At Bath Cats and Dogs Home we believe every cat and dog should enjoy a healthy life and a happy home. Our charity shops are an important presence on the high street, raising precious funds to support our mission and connecting us to the communities in which we work.

Could you help us create a first-class customer experience at one of our shops? Are you driven by a desire to make our world a kinder place for animals?

If you want to be part of a dynamic team of staff and volunteers, and make a significant impact on the lives of the most in-need cats and dogs, please get in touch.

As Manager, you'll be the driving force behind your shop's success. You'll work closely with the Retail Operations Manager to develop and deliver strategies to maximise donations and sales, and to connect customers with the charity and the impact of their support.

You’ll be responsible for managing stock, merchandising and charity messaging. And you’ll motivate your team of staff and volunteers to deliver excellent customer service and meet sales targets.

30hrs per week worked over four days to include weekends on a rota basis

£24,481 FTE (£19,584.82 pro-rated based on 30 hours per week)

Deputy Shop Manager
Hornbeam Park, Harrogate, North Yorkshire

Part time, 15 hours per week –  Mondays and alternate Tuesdays and Sundays with flexibility for sickness and holiday

£24,242.40 (pro-rated to £9,828.00) per year

We are committed to paying the Real Living Wage.

About Us

Yorkshire is one of the regions hardest hit by cancer. Together, we can change this.

Yorkshire Cancer Research is a charity dedicated to funding research so that you and those you love live longer healthier lives, free of cancer.

Thanks to supporters, the charity funds vital cancer research and pioneers innovative new services for people with cancer. These life-giving medical breakthroughs are helping more people survive cancer – in Yorkshire, and beyond.

As an inclusive employer, our aim is to ensure our workforce reflects the rich diversity of our region. We believe a diverse workforce is vital to us taking action to prevent, diagnose and treat cancer more effectively in Yorkshire. We offer equal opportunities regardless of race, religion or belief, age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, marriage and civil partnerships.

The Benefits

We offer all employees a wide range of benefits including an enhanced contributory pension scheme, 25 days annual leave plus Bank Holidays (increasing to 30 days after 5 years’ service), flexible working arrangements, private medical insurance, enhanced maternity leave, career progression, learning and development, wellbeing initiatives, offices within walking distance of Hornbeam Park train station, free onsite parking and a whole lot more.

We’ve got a strong set of values that inform everything we do and we’re looking for people who are aligned with these. As our Deputy Shop Manager, you will put people in Yorkshire at the heart of everything you do, unite with colleagues and other organisations in this cause, and dare to think big and bold to make positive solutions happen.

The Role

You will manage the day-to-day operation of the shop in the absence of the Shop Manager, including managing a team of volunteers, ensuring accurate accounting and handling of assets, delivering high standards of customer service, and adhering to all charity policies and procedures. You will lead by example and ensure that volunteers, supporters, donors, and customers understand how their contributions are making a difference to the lives of people in Yorkshire and beyond.

Specifically, you will:

· Play an active part in running our shop in Hornbeam, supporting the Shop Manager in implementing processes and ways of working.

· Provide cover for days off, holidays and sickness as required, with possible occasional travel to other shops to provide support if needed by the charity.

· Support the Shop Manager to maximise the income and profit of the shop through active stock management, replenishment, and rotation.

· Manage a team of well-trained volunteers in the absence of the Shop Manager and take every effort to create a positive retail environment.

· Support the Shop Manager to ensure accurate accounting and handling of assets (items donated and money received).

· Support the Shop Manager to ensure accurate record keeping of items donated and the amount paid for each item for Gift Aid tax reclaim purposes.

· Create a welcoming professional atmosphere and deliver high standards of customer service for all customers and supporters.

About You

To be considered for this role, you will need:

· To ideally be educated to GCSE level or equivalent but not essential.  

· Experience of managing people/volunteers including recruitment and development.

· To be highly organised with good time management skills.

· To be able to prioritise workload and meet deadlines.

· To be able to use own initiative.

· To be resilient and adaptable to change.

· To have good planning, guiding and motivation skills to successfully achieve targeted income is desirable.

· A willingness and ability to occasionally travel across the Yorkshire region as needed for training sessions and team meetings.

· A willingness and ability to safely lone work.

· A willingness to complete our pre-employment checks (to be undertaken once the role is offered and accepted) which include:

o A check on your employment history, by seeking two references

o A check on your eligibility to work in the UK as per the Immigration, Asylum and Nationality Act 2006

o To undertake a DBS check at the level relevant to your role.

Please note, this role is not eligible for a visa sponsorship.

Application

Before applying, please visit our Careers Page to view the full role profile and find out more about working for Yorkshire Cancer Research.

To apply please submit a CV and cover letter outlining your suitability for the role to Claire Wooldridge, Head of People, before 15 October 2025. Please read our privacy notice before applying.

Yorkshire Cancer Research is a responsible and flexible employer.  We welcome any discussion for flexible working at the interview/offer stage where we will consider an individual’s circumstances against the needs of the charity.

We positively encourage applications from suitably qualified and eligible candidates from all backgrounds. If we can make any reasonable adjustments to support your application, please contact the People Team.

Battersea is currently undergoing a significant transformation programme (known as Launchpad) to deliver real change in the way we work with, utilise, and learn from data. Our new approach will enable smoother animal, customer and supporter journeys and will help us embed a truly data and insight-driven approach to decision-making at Battersea. The first phase of the programme, to implement Salesforce Lightning for the Animal Operations and Clinic side of our business, went live in Summer 2025.

This role, working with CRM support colleagues, will be responsible for the ongoing support and maintenance needs for the new Salesforce Lightning CRM and other related applications as they are launched. They will work closely with system users to efficiently resolve tickets received to the helpdesk and proactively investigate and troubleshoot issues to provide root cause.

This is an exciting opportunity for someone looking to help contribute to the future of data at Battersea, open to working in a dynamic and fast-paced environment, with a desire to contribute to first class CRM support.

Overall objectives:

• Provide efficient and effective support to Battersea’s CRM system users.
• Support the work of the wider Data Applications team and contribute to the design and delivery of effective system processes.
• Undertake various system housekeeping activities to ensure that the systems and data remain robust and accurate.
• Continuously look for areas of potential improvement to systems and processes and make recommendations where appropriate.

What we can offer you:

In return for your commitment to our cause and to recognise the value of our employees, Battersea offers a range of benefits to support the wellbeing of our employees. These include:

• 28 days of annual leave (plus 8 days paid public holidays) per year.
• Discounted gym memberships and cycle to work schemes.
• Employee Assistance Programme and access to Wellbeing Resources.
• Generous pension contributions - up to 10% employer contribution.
• Free healthcare cash plan, where you can claim for a range of treatment including dental, optical, physiotherapy, chiropody and acupuncture every year.
• Annual interest-free season ticket loans.

We are also committed to providing learning and development to our employees. During your time with us, we provide support for your professional and career development, including access to digital and in-person training programmes, leadership and management training, mentoring and much more.

Our hybrid working model:

We operate a 50% onsite hybrid working model, with our office-based staff splitting their time between site based and home working. This enables our office-based staff to balance the benefits of home working with onsite collaboration and maintaining a connection to our cause.

Diversity and inclusion:

We are committed to providing a welcoming and inclusive experience for all staff, volunteers and trustees and those hoping to join us. We operate an anonymised shortlisting process and actively seek to ensure our process is fair and equitable for all.

We understand the value of diverse voices, perspectives, and experiences to help us deliver even more for our dogs and cats, and we welcome applicants from all sections of the community.

As a Disability Confident Committed Employer we will ask about any adjustments you may need at application and/or interview stage, and if you are offered a role with us, we’ll talk to you about any workplace adjustments you may need to help you perform at your best.

More about us:

At Battersea, we aim to never turn away a dog or cat in need of help. We give each one lots of love, expert care and get to know their characters and quirks so we can find them a new home that’s just right for them. Join us and help us be here for every dog and cat, wherever they are, for as long as they need us.

Acceptable use of AI:

At Battersea, we value expertise. We recognise each candidate that applies to us will have a range of expertise they can offer us, so we want to hear about this in your own words. We understand the support that generative artificial intelligence (AI) software can offer but it can also lead to numerous applications presenting as generic and impersonal. This makes it difficult to gain understanding of your unique experience.

To best showcase yourself, we encourage you to write your responses without the assistance of AI. If you require the use of AI software to aid in completing your application, we ask you use the generative responses as a prompt for writing your answers and avoid copying and pasting. You must also ensure the information presented in your application accurately reflects your experience.

Closing date: 9th December 2025

All applications must be submitted before the closing date advertised. We reserve the right to close the vacancy early if a high volume of applications is received.

Interview Date(s): To be confirmed

For full details on the role, please download the recruitment pack.

Would you like to join our small, dedicated, international team to make a difference to the lives of seafarers and their families worldwide?

ISWAN has recently reorganised the management of our helpline services and created this new role, which will be pivotal to further developing our quality service to seafarers. We have seen significant growth in the number and usage of our helplines and now seek to recruit a second Helplines Operations Manager to ensure we have a management structure capable of coping with further growth.

As one of two Helplines Operations Managers, you will be responsible for managing the day-to-day operations of ISWAN’s helplines to ensure our services provide accurate information, appropriate advice, and comprehensive support to seafarers and their families.  

You will manage the development of Salesforce and be familiar with Salesforce reporting, particularly using advanced tools like Power BI and Tableau. You will be confident liaising with our IT support service on system issues and developments. 

We have no preconceptions about where the successful applicant will come from but you will bring experience of managing multi-channelled contact centre operations and best practice as well as delivering user and client service improvements.

You will need to be capable of working effectively within a complex international context and have sound experience of service development. This is a full-time role (35 hours per week) but we are keen to find the right person and therefore happy to discuss flexible working patterns. The role is fully remote and we are flexible about where you are based but you will be working with staff across the UK, India and the Philippines so you will need to be a great team player.

THE SUNDAY TIMES BEST PLACES TO WORK 2025

As we celebrate 40 years of making a difference, The Cinnamon Trust continues to grow, and we want you to be part of our journey! Our headquarters in Hayle, Cornwall, is looking for a compassionate, dedicated individual to join the team as an Assistant Community Services Manager.

To provide excellent support to The Community Service Manager and the co-ordinator teams having full regard to the charity’s objectives and priorities at all times, meeting or exceeding the Charities legal, ethical and moral standards. Lead by example by showing the ability to communicate interpersonal skills, problem solve, decision making and time management.  To help ensure that the teams work effectively in terms of daily operations and maintain accurate and timely follow ups with all new and ongoing cases.  To build rapport with our clients in a warm and friendly manner and have empathy with our clients’ needs.  To quickly identify any problems and ensure each conversation is handled in a compassionate manner. 

A good telephone manner is essential, together with excellent literacy, verbal analytical and IT skills, coupled with the ability to work to tight deadlines, often under pressure. To be able to show initiative and a ‘can do’ attitude at all times.

You will have worked in the charity sector at a senior level for a number of years and have the experience of managing a large teams is essential. Ideally, you will have a background in managing volunteers and have up to date knowledge of best practices, risk assessments and guidelines.

This is a sensitive role which requires an individual with the ability to handle confidential information and correspondence.

MAIN DUTIES AND RESPONSIBILITIES:

i. To be responsible for supporting The Community Service Manager to manage and motivate the coordinator teams

ii. To work closely with The Community Service Manager to ensure that all the charities goals are met and complete tasks as directed by senior management.

iii. Review and allocate all new/updated cases in management, at least twice weekly, and be responsible for delegation of tasks. Any urgent or terminal cases are to be reviewed and delegated immediately.

iv. To monitor performance and capability of the team as individuals and discuss this with The Community Service Manager on a regular basis. Where necessary to provide written reports.

v. Allocate CT admin enquiries and OOHs office voicemails daily.

vi. To Support The Community Service Manager with interviews for new members of the co ordinating team.

vii. In the absence of The Community Service Manager to deal with any difficult situations or complaints and to follow our complaints policies, guidelines and procedures.

viii. To communicate effectively with team members, respond promptly to staff and operational enquiries. Provide feedback and support as well as addressing any issues or concerns and where necessary make a referral to the Head of Department.

ix. Work with The Community Service Manager to ensure that the whole team work well together.

x. To work closely with the Community Support team.

xi. To help answer incoming calls and general queries relating to your team and relay messages where appropriate.

xii. Throughout the course of your work to ensure you record your responses on each individual case on our database.

xiii. Throughout the course of your work, to identify possible good stories to enable us to approach and persuade all individuals involved to submit an article for the newsletter.

xiv. To demonstrate a proactive, positive and flexible attitude to all our clients.

xv. To have flexibility to work additional hours for holiday and sickness cover when required

xvi. To liaise with all other staff of the Trust in a flexible manner.

xvii. At all times to ensure and maintain a compassionate, professional and efficient public image for the Trust.

xviii. If necessary to be a key holder and be available to both open and lock up.

xix. Complete mental health first aid training and support all staff as/when needed in this role.

xx. Be available to support The Community Service Manager when necessary to cover as on call support for L2 OOH’s co-ordinators. Where necessary cover L2 sickness/absence OOHs.

xxi. Maintain operational standards that meet the company’s expectations.

xxii. To always protect the good name of the company by ensuring the highest level of professionalism at all times.

Together with such additional general duties as the Employer shall reasonably require, having regard to the needs of the Employer’s business as a Charitable Trust.

At our charity, we believe in the transformative power of holidays - especially for families facing some of life's toughest challenges.

Behind every joyful moment we create is a team of dedicated professionals ensuring our operations are financially and strategically aligned. As we grow, we're looking for an Operations Manager who shares our values and wants to make a meaningul impact through scaling up delivery, unlocking new partnerships, and showing the impact holidays have on well-being and resilience. 

As Operations Manager, you'll oversee the end to end experience for families, ensure compliance and quality, and use data and insights to drive continuous improvement. You'll also play a vital role in demonstrating the difference our work makes to families, funders and to us.

If you're pasionate about operational excellence, thrive in a fast paced environment, and want to make a tangible difference for families across the UK, we'd love to hear from you. This is a hands-on management role with real scope to shape how we deliver and grow.

Customer Experience Director

Location: Remote

Salary: £94,671.46 per annum

Closing Date: 19 December 2025

We’re on the hunt for a Customer Experience Director to lead our customer facing housing management teams. If you have a proven track record of delivery and you’re decisive, tenacious, collaborative, resilient and relentlessly passionate about great customer service – it could be you!

We’re looking for an open minded, credible, talented leader to join our fantastic Housing Senior Leadership Team with responsibility for the delivery of local housing management services including anti-social behaviour, tenancy and neighbourhood related services.

We know everyone’s on a journey these days, but we’re truly on one, evolving our operating model so that despite of our size and geography, we’re connected to our customers and communities and service delivery is responsive, easy, local and personal.

You’ll be a subject matter expert in housing management and will be responsible for making sure we’re winning for our customers by listening, and ensuring teams are equipped and empowered to deliver excellent services which meet current and emerging customer needs.

Through strong change and performance management, process review, systems and policy development you’ll continue to drive customer satisfaction, trust and efficiency, ensuring our homes and communities are safe and thriving places for our customers to live.

Through your leadership, you will develop a high performing, productive culture, with high levels of accountability, ownership and autonomy where colleagues are truly engaged, encouraged and supported to be their best, with our Customer Promise at the forefront.

We’ll be honest, this role will be hard work! We always want to do better so there’s a lot to do and within a really challenging operating environment. Undoubtedly there’ll be times where you’ll be frustrated and you’ll probably try things which don’t work but you’ll be joining a strong, collaborative team, where we’ve got each other, and you’ll be encouraged to try new things, and amongst the hard work you’ll laugh and have fun; you’ll never be bored, and no two days will be the same.

The teams you’ll lead are nationally dispersed. Where you live isn’t necessarily important – it’s your expertise, customer focus, values and leadership that matters

If this role sounds like a bit of you, you think we’re going to be a great fit, and you’re ready to grab the opportunity and make it your own, come and #discoverstonewater!

Please note: Final stage interviews to be held on 17th December at our Reading office.

Appointment to this role will be subject to satisfactory references and possession of a valid Right to Work document.

Discover Stonewater:

Stonewater is a leading housing provider. We manage around 40,000 homes, serving 90,000 customers across our portfolio of affordable properties for general rent, shared ownership and sale, alongside specialist accommodation, with an ambitious house-building programme.

Our mission is to provide quality homes and services for people whose needs are not met by the open market. Stonewater was one of the first social housing providers in the UK to adopt the Sustainability Reporting Standard (SRS), published by Good Economy. Using the Housing Association’s Charitable Trust (HACT) Value Insight model, we calculated that we made an impact of over £28m during 2022/23. We know that life can be hugely challenging for many of our customers right now, and we are pleased to say that more than 400 customers have been supported into work, education, training and independent living.

We’re looking for like-minded people to join our team of over 800 talented colleagues who embody our values of being ethical, ambitious, passionate, agile and commercial, as well as people who want to make a difference and transform people’s lives.

Stonewater supports equality of opportunities and are dedicated to being a diverse, inclusive, and supportive workplace. We are a Disability Confident employer.

Stonewater reserve the right to bring the closing date forward should enough quality applications be received prior to the current closing date.

To Apply

If you feel you are a suitable candidate and would like to work for Stonewater, please click apply to be redirected to their website to complete your application.

We’re looking for a Supporter Stewardship Supervisor to deliver outstanding customer experience, recognising supporter loyalty and inspiring them to continue being part of our journey.

What does this role do?

As a Supporter Stewardship Supervisor, you will:

• supervising the daily operations of the Supporter Stewardship team, distributing work and ensuring work is delivered to a high standard,
• have meaningful conversations with our supporters and solve any complex queries that arise,
• liaise with other teams and departments to ensure supporter queries are resolved efficiently,
• train and upskill more junior members of the team, supporting them to deliver an excellent supporter experience.

Interviews for this role are provisionally scheduled for Tuesday 16th December 2025, and will take place on Teams.

Could this be you?

To be successful in this role, you’ll be a confident communicator with an excellent telephone manner and the ability to build rapport with supporters, as well as the ability to handle complex customer queries swiftly and efficiently. You'll be capable of training others, supervising a team and distributing workload. Proficiency in Microsoft Word, Excel, and Outlook is essential, as well as experience with databases.

About Dogs Trust

We love dogs. That’s why we do whatever we can to make sure every four-legged friend gets the love they deserve. We’ll never put a healthy dog down, so our work is focused on helping dogs in need, supporting owners every step of the walk, and creating a better world for dogs in the future. It’s what we’ve been doing since 1891 and how we’ve grown to become the UK’s leading dog charity, helping 12,000 loyal friends find their forever homes every year.

This is a fascinating role for a dynamic commercial property professional with an appreciation of the property needs and experience of the voluntary sector.  We are looking for a surveyor with a proven track record in revenue generation and new business development who can work with a small team of dedicated professionals. 

ABOUT THE ETHICAL PROPERTY FOUNDATION

The Ethical Property Foundation (“EPF”) is unique: the UK’s only dedicated property advice charity for the voluntary sector. (Registered Charity number 1101812 in England & Wales) Incorporated in 2003, we have supported thousands of voluntary organisations to manage their premises successfully whether rented or owned. Since 2015, we have been the lead referral partner to the Charity Commission for land & property advice and preferred supplier to the Lloyds Bank Foundation. 

Our mission is to equip voluntary organisations with the knowledge and confidence to make the most of the property they occupy and manage, for the benefit of their services and beneficiaries, without crises or compliance failures.

We are a small, dynamic, and enterprising not-for-profit. Our services comprise  free, independent property guidance and support; affordable consultancy; plus online property education. Our combined expertise and unique perspective mean we are much in demand from policymakers, and sector thought leaders. Funding comes from philanthropic donations, grants, corporate partnerships and earned income from affordable consultancy.  In 2023, we launched the voluntary sector’s first interactive online Weston Property Manual for which we were finalists in two major voluntary sector awards. In 2024 we celebrated the 21st Anniversary of our incorporation.

We employ four part-time employees: the CEO, Head of Property Services, Operations Manager, and Administrator - 2.45FTE, supported by a further nine self-employed Associates and Volunteers of whom eight are chartered surveyors. In addition, we run an expert Register of fifteen property professionals, primarily commercial property solicitors, who provide advice on a pro-bono and discounted fee basis. 

 JOB DESCRIPTION

The Head of Property Advisory is the lead member of the Property Advice Team comprising Associate Property Advisors. The team is supported by The Foundation’s Register of Property Professionals. The Property Advice Team provides advice, consultancy and educational services. This service is delivered by providing on-line information, free helpdesk guidance, training events and consultancy projects to assist organisations in making informed property decisions. The Head of Property Services will have the following key areas of activity and responsibility:

1. Developing the Affordable Consultancy  

The Head of Property Services leads on all aspects of building our affordable consultancy and delivers sales income in line with agreed targets. This will include:  

· Identifying potential clients and proactively seeking opportunities to bid for work.

· Responding to enquiries from potential clients, conducting initial meetings to ascertain support required and putting together carefully priced proposals tailored to client needs.

· Developing and maintaining relationships with key partners, including Lloyds Bank Foundation.

· Tracking of enquiries and work in progress with support from the Operations Manager; ensuring accurate records are maintained and providing information and reports to the CEO and Trustees for invoicing and fundraising purposes.

·  Developing new products for the charity sector, making the EPF relevant and providing new and growing income streams.

· Ensuring EPF communication channels appropriately promote our services.

2. Management of Property Advice Team 

The Head of Property Services directly line-manages the Associates in delivery of the Affordable Consultancy:  

·  Developing and maintaining appropriate processes and templates for development and delivery of work.  Disseminating as necessary and ensuring processes followed by team members.

·  Oversight of all support, advice and training provided by the team to ensure consistent high levels of content quality and customer care are maintained.

· Oversight of the free Property Advice Service, co-ordinating with the Property Advisors running the service and responding to enquires who may require affordable consultancy services.

· Ensuring consultancy projects are allocated to team members with appropriate knowledge, experiences and availability. 

· Developing excellent working relationships with members of our Register of Property Professionals to introduce charities for effective support. 

· Delivering excellent customer care by coordinating the Foundation’s support to charities until their project is resolved.

· Supporting the team to ensure property materials for training and online guidance are accurate and appropriate.

3. Additional duties may include:  

· Representing the Foundation and presenting at external events.

· Working proactively to ensure that the Property Advice Team remains up to date with property and charity sector knowledge.

· Develop a broad knowledge of complementary organisations and services that can provide support to enquirers to the Property Advice Service, or opportunities for partnership working or collaboration with the Foundation.

· The Foundation requires all employees to work with due regard for the Foundation’s ethos and policies including health and safety, equality and the environment.  All our team must have DBS clearance.

Could you help us create a first-class customer experience at one of our shops? Are you driven by a desire to make our world a kinder place for animals?

At Bath Cats and Dogs Home we believe every cat and dog should enjoy a healthy life and a happy home. Our charity shops are an important presence on the high street, raising precious funds to support our mission and connecting us to the communities in which we work.

As Assistant Manager, you’ll work closely with your shop manager to create vibrant displays, motivate a team of volunteers, and manage daily operations. Your enthusiasm for sustainable shopping will inspire both customers and volunteers. Physical activity is part of the job, as you'll be hands-on in processing stock and creating impactful shop layouts.

If you want to be part of a dynamic team of staff and volunteers, and make a significant impact on the lives of the most in-need cats and dogs, please get in touch.

£23,809.50 FTE (pro-rated to £14,285.70 based on 22.5 hours or £9,523.80 based on 15 hours per week)

Customer Services Advisor

We are seeking a confident and empathetic Customer Services Advisor to be the first point of contact for residents and help deliver excellent housing services.

Position: Customer Services Advisor

Salary: £28,357 per annum

Location: Hammersmith with hybrid working

Hours: Full time, 35 hours per week including a mandatory office day on Tuesdays

Contract: Permanent

Closing date: Friday 19 December 2025

Interview date: Week commencing 12 January 2026

About the Role

You will be part of a small and collaborative customer services team providing a reliable, positive and professional service to residents. Acting as the first point of contact, you will handle a high volume of enquiries, resolve issues quickly, and ensure that residents feel listened to and supported.

Key responsibilities include:

• Managing customer enquiries by phone and email, providing clear and accurate information
• Handling tenancy and responsive repair queries, raising works orders and keeping residents informed
• Keeping records and systems updated with detailed and accurate notes
• Liaising with contractors to ensure repairs are completed efficiently
• Supporting rent and service charge enquiries, including taking payments
• Helping to manage voids and lettings by keeping applicant information up to date
• Working with colleagues across the organisation to ensure a seamless and resident focused service
• Responding professionally to complaints and helping drive improvements based on resident feedback
• Ensuring all work complies with policies, procedures, safeguarding and data protection requirements

About You

We are looking for someone organised, calm under pressure and committed to delivering the best possible customer experience.

You will have:

• Experience providing high quality customer service, including managing difficult conversations
• Excellent written and verbal communication skills
• Strong IT skills, including confidence using Microsoft Office
• Experience handling a high volume of calls
• Ability to prioritise workload and work to deadlines
• A collaborative approach and the confidence to use your own judgement
• Empathy, professionalism and a commitment to supporting residents
• An understanding of equality, diversity and inclusion

It would be an advantage if you have experience with works ordering systems or Microsoft Dynamics, or knowledge of basic property maintenance, but full training will be provided.

About the Organisation

The organisation provides affordable, safe and good quality homes for single women across London, with almost 1000 properties and the largest sheltered housing provision for single women in Kensington and Chelsea. With a proud history dating back to 1920, the organisation is driven by strong values, a resident first approach and a commitment to championing women’s housing needs. These are exciting times, with over 160 new homes in development and a continued focus on delivering excellent services.

Other roles you may have experience of could include: Customer Service Officer, Housing Assistant, Resident Liaison Officer, Repairs Administrator, Contact Centre Advisor, Customer Support Advisor. #INDNFP

PLEASE NOTE: This role is being advertised by NFP People on behalf of the organisation.

Are you friendly, organised, and passionate about helping others? Do you want to be part of a team that makes a real difference in the lives of older people every day? Join Age UK Lambeth as our Office Administrator and Customer Advisor and help keep our busy, welcoming office running smoothly while supporting the people who need us most.

This is a varied, rewarding role at the centre of our operations. You’ll be the first point of contact for visitors, clients, and volunteers, offering a warm welcome, providing information, and helping connect people to the right services. From managing our front desk and coordinating appointments for our Foot Care Service, to supporting our internal teams with day-to-day office administration, your work will help everything run efficiently behind the scenes.

You’ll handle a range of responsibilities including managing emails and phone calls, processing payments, maintaining office supplies and equipment, supporting staff and volunteers, and liaising with external organisations to ensure smooth service delivery. You’ll also play a key part in helping clients access the right support, signposting them to services and creating referrals where needed.

At Age UK Lambeth, kindness, respect, and compassion are at the heart of everything we do. We support older people in Lambeth to live enriched, productive, and purposeful lives, and this role is essential to helping us do that.

If you’re someone who enjoys helping others, staying organised, and working as part of a friendly and dedicated team, we’d love to hear from you.

The Holocaust Educational Trust team is made up of hard working, energetic people who are passionate about our mission to educate every person from every background in the UK about the Holocaust and its relevance today.

Over the course of our history, the Trust has created a delivered innovative a meaningful learning experiences and educational programmes which reach over 100,000 young people each year, teaching them about what the Holocaust was, and its relevance today. The schools’ programmes we delivery include our Outreach/survivor speaker programme; our Lessons from Auschwitz Project; the Youth Advocacy/Ambassador Programme; Testimony 360: People and Places of the Holocaust; and Teacher Training. 

This newly created role involves desiging and leading operational processes used by thousands of studetns and teachers across the UK - a unique opportunity to make an impact on people's lives at scale.

Through our Testimony 360 and Outreach Programme thousands of young people are given the chance to engage with interactive survivor testimony and VR site-based learning. We are proud to have recently been identified as a delivery partner for the Department for Education 'Supporting Survivor Testimony in Teaching' contract - we are excited to embark on the delivery of this initiative, which will bring recorded survivor testimony to young people across the country.

We are systematising and streamlining our operational processes as we continue to grow, and this role is not only responsible for delivering an exceptional end-to-end customer experience, but also for continually improving our processes and leading a team of around ten staff through change.

We are looking for someone with significant relevant management experience in a complex operations environment. This role represents an opportunity to shape the logisitics function, sharing your expertise with our commmitted and talented staff.

This post also has a responsibility for providing the practical support that Holocaust survivors need in order to share their testimony - a deeply meaningful aspect of the Trust's work. 

To find out more please read our application pack, which includes the full job description and person specification, and click through to our website to find out how to apply.