Join Our Team as a Customer Service Advisor!

We are seeking two Customer Service Advisors to provide an excellent and consistent service to all internal and external customers, using different communication channels and promoting future digital and ongoing changes within the organisation.

You will provide a first point of contact for all enquiries and to have a vast knowledge of all departments within the organisation ensuring correct and efficient responses are delivered against our agreed service standards and key performance indicators.

Key Responsibilities:

• Maintain the day-to-day operation of the Cairn Connect service, taking ownership of customer enquiries and ensuring customer information is efficiently and effectively handled within agreed service level agreements to meet the expectations of our customers.
• Assisting in the delivery of key business services, including Income Management payments and administration, Tenancy Services housing enquiries, antisocial behavior, Repairs reporting and invoice administration and general day-to-day business enquiries, where possible offering a first-time resolution service to meet our key performance indicators.
• Delivers a high level of customer service to all internal and external customers using various sources including telephone, email, face to face, webchat and other digital platforms to ensure an excellent customer journey.
• Perform effective data capture/management using various software systems, to enable accurate reporting and monitoring.
• Maintain and assist with partnership working across the group to ensure collaborative working and consistency of service in key areas and to promote a streamlined one team way of working.

Requirements – What We’re Looking For:

• Experience of working in a fast-paced frontline customer Contact Centre.
• Experience of delivering excellent frontline customer service.
• An understanding of effective and best practice in customer service.
• You should be able to demonstrate high level of computer skills and excellent customer care skills
• A Basic Disclosure and Right to work checks are required for this role.

Employee Benefits: Why Cairn is the Best Place to Work

Join Cairn and enjoy a range of benefits including flexible and hybrid working, health and wellness support, tech and cycle schemes, compassionate leave, and more!

Cairn HA is passionate about creating equal opportunities for everyone and warmly invites applications from all community members.

At Waverley Housing, we are committed to providing great homes and great services for our customers. As we deliver our ambitious new Business Plan, we are looking for an experienced, motivated and customer-focused housing professional to help lead and improve our Housing Management service.

This is an excellent opportunity for someone ready to take the next step into operational leadership. You may already be working as a Senior Housing Officer or Team Leader, or you may be an experienced Housing Officer with strong technical knowledge and experience of supporting and developing colleagues.

This is a key leadership role within our Housing Services team.

You will provide day-to-day management and support to our Housing Officers and Housing Assistant. You will help maintain high standards across tenancy management, rent arrears, antisocial behaviour, estate management and tenancy sustainment, while contributing to service improvement and positive outcomes for tenants and communities.

We are looking for someone who combines strong housing management expertise with excellent leadership skills and a passion for delivering positive outcomes for tenants and communities.

What you will be doing:

• Supporting, coaching and developing Housing Officers and the Housing Assistant.
• Overseeing the delivery of effective and customer-focused housing-management services.
• Supporting colleagues with complex rent arrears, antisocial behaviour and tenancy-management cases.
• Promoting tenancy sustainment and positive outcomes for tenants and communities.
• Monitoring operational performance and identifying opportunities for improvement.
• Ensuring services are delivered in accordance with legislation, regulation, policy and good practice.
• Contributing to the development of housing-management procedures and wider service-improvement activity.

What we are looking for:

• Substantial recent experience of delivering frontline housing or tenancy-management services.
• Experience of managing or supporting complex housing-management cases.
• Experience of supporting, coaching, mentoring or supervising colleagues.
• A practical understanding of social housing legislation, regulation and good practice.
• Sound judgement and the ability to resolve complex or sensitive issues.
• Effective communication skills and a strong commitment to customer service.
• A relevant housing qualification, or a willingness to work towards one within an agreed period.

Why join Waverley Housing?

This is an opportunity to take on an influential operational role at an important time for Waverley Housing. You will be supported to develop professionally, contribute to the modernisation and improvement of our services, and make a genuine difference for our tenants and communities.

We offer a supportive working environment, hybrid working arrangements and a 35-hour working week, including a 12-noon finish on Fridays.

We are seeking an enthusiastic, innovative, and community-focused individual to play a key role in strengthening and expanding our tenant engagement initiatives and community programmes. Working alongside residents, partners, and volunteers, you will help enhance our established projects while designing and delivering exciting new initiatives that make a real difference.

From inspiring residents of all ages to have a greater voice in shaping our services, to recruiting, developing, and supporting volunteers, this is a varied and rewarding role at the heart of our community. No two days will be the same, so we're looking for someone who thrives on creativity, embraces new challenges, and is passionate about bringing people together to create positive change.

If you are a proactive self-starter with a talent for building relationships, generating new ideas, and turning them into successful community initiatives, we'd love to hear from you.