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Are you passionate about delivering excellent customer service? Can you demonstrate patience and empathy with people who may need us to go the extra mile? If so, then this could be the role for you.
This is a very exciting time to be joining Ability Housing Association as we deliver our Customer Strategy within our in-house Contact Centre. We are seeking an enthusiastic and courteous individual to join our team with a commitment to delivering an excellent service to our customers.
This is a busy and varied role in which you will act as a first point of contact for our customers and stakeholders, responding to housing and repair-related queries. Every day can create a new challenge.
You will be dealing with tenants, colleagues from across the organization, and staff from other close business partners, helping and escalating queries to the relevant department or Contractor as appropriate.
Experience in the social housing sector is desirable, although we will consider applications from other sectors, as full training will be provided. You should have excellent verbal and written communication skills and be proficient in the use of Microsoft Office as you will be handling queries through a range of channels. Previous experience using a CRM system would also be ideal.
If you feel you like you have what we are looking for and are keen to make a difference in the lives of those who need our support, please do get in touch with us.
Registered Charity 
101 - 500
Thank you!
Job Title: Senior Customer Services Advisor
Hours: 37.5 hours per week
Contract: Permanent
Salary: £38,022 per annum
Area of operation: Resident Services
Responsible to: Assistant Director of Customer Services
Pension entitlement: Company Stakeholder Scheme
Annual leave entitlement: 30 days per annum
Place of work: Based at English Rural’s Surrey office in Lower Eashing, GU7
About English Rural:
English Rural Housing Association is a leading national rural specialist working to provide affordable homes in small villages for local people. We own and manage around 1,600 affordable properties, spread amongst 160 villages, and have a development programme of around 200 more homes.
About the role:
Are you looking for an exciting opportunity to join our customer services team and deliver exceptional services to residents? We are currently seeking a Senior Customer Services Advisor to join the team and help us embed a culture of customer excellence through our dedicated customer contact hub.
As part of this role, you will work alongside technical and housing specialists to offer first-line responses to resident enquiries.
In addition, you will support the Customer Services Manager in supervising and advising a team of Customer Services Advisors. This is an excellent opportunity to make a real impact in the lives of our residents while developing your career.
About you:
Are you an experienced customer services professional, ideally with a background in housing associations or property-related environments? We are looking for someone with excellent communication and interpersonal skills, who can work collaboratively and effectively in a fast-paced environment.
As the Senior Customer Services Advisor, you will need to have strong administrative and organisational skills to deliver day-to-day operational activities, with supervisory experience being desirable. An understanding of property maintenance and tenancy management, along with knowledge of rural communities, is essential to succeed in this role.
We are seeking a candidate who is driven to achieve excellent customer service standards and is passionate about making a positive impact on our residents’ lives. If this sounds like you, we would love to hear from you!
Closing date for applications: 12pm on Friday 5th June 2026
Interviews: Thursday 11th June (in Lower Eashing)
Interested?
If you would like to find out more, please click the apply button. You will be directed to our website to complete your application for this position.
Please advise if there are any restrictions to your residency in the UK that might affect your right to take up employment in the UK.
English Rural Housing Association is committed to equal opportunities and values diversity in its workforce.
No agencies please.
