Location
Charlton, London

Hours
Full Time (hours not specified)

Salary
£30,500 per annum

About the Role
We’re looking for a customer-focused, proactive and resilient Customer Contact Advisor to be the welcoming face of our services. You’ll be the first point of contact for residents and visitors, delivering a professional front-of-house experience and resolving a wide range of enquiries at the first point of contact wherever possible. This varied and fast-paced role involves supporting residents with repairs and rent queries and working across teams to get things sorted. No two days are the same in this busy, people-facing environment where problem-solving and delivering excellent service are key.

Key responsibilities include:
- Providing a warm, professional front-of-house service to residents and visitors
- Handling high volumes of face-to-face enquiries, resolving issues or signposting appropriately
- Taking ownership of customer queries and collaborating across teams to resolve them efficiently
- Managing and maintaining accurate records using internal systems
- Supporting administrative tasks including post, repairs, payments, and resident enquiries
- Assisting vulnerable residents to ensure they receive the right support at the right time
- Keeping customers informed and updated throughout their journey

Our service standards are guided by our commitment to:
- Getting things sorted – taking ownership and finding solutions
- Keeping residents updated – communicating clearly and proactively
- Being honest and accountable – doing the right thing
- Listening and supporting – understanding individual needs
- Learning and improving – always looking to do better

Experience
Experience in a customer-facing role, ideally in a busy front-of-house or reception environment. Experience within housing, public services, or community-focused roles is a plus but not essential.

About you
You are confident handling multiple enquiries simultaneously and prioritising effectively. You take ownership of problems and see them through to resolution. You communicate clearly, professionally, and with empathy. You are comfortable using multiple IT systems and maintaining accurate records. You work well with others and build strong relationships across teams. You remain calm under pressure and adaptable to changing demands.

Qualifications
No specific qualifications are required for this role, but a commitment to excellent customer service and a proactive approach are essential.