Location
Mile End, East London

Hours
Full Time (hours not specified)

Salary
£34,264 per annum

About the Role
Gateway Housing Association has been supporting communities to thrive since 1926. We are an ambitious London-based housing association with over 3,000 homes in the heart of London’s East End, providing social rented homes, shared ownership, and sheltered housing. We also develop new homes and run our own in-house maintenance service, Gateway Homeworks. Our vision is that people will want to live in a Gateway home and people will want to work at Gateway.

You will be joining the organisation at an exciting time as a key member of a dynamic team committed to delivering excellent landlord services and strengthening our links to the local community.

As a Customer Resolution Advisor on a 1 year fixed term contract, your main responsibility will be to provide prompt and accurate resolutions to customer concerns, ensuring a positive customer experience and high first contact resolution rates. You will deliver a high performing, customer-focused service in line with Gateway Housing Association’s service standards.

Your duties will include but are not limited to:
- Address and resolve customer inquiries, technical issues, and service requests efficiently and effectively, including simple housing management functions such as lettings, succession, mutual exchanges, keys/fobs, car parking, income, and repairs.
- Communicate with customers professionally, empathetically, and clearly, adapting your style to suit different customer backgrounds and technical expertise.
- Conduct initial assessment and troubleshooting of issues, providing clear, step-by-step guidance.
- Serve as the first point of contact for customers through various channels including phone, email, chat, or ticketing system.
- Maintain accurate and comprehensive records of all interactions and actions within CRM and internal systems.
- Contribute to the development and maintenance of a comprehensive knowledge base by documenting common customer issues, solutions, and best practices.
- Process all invoices with appropriate record keeping and provide relevant administrative support to colleagues.
- Stay updated with service knowledge, industry trends, and emerging technologies to enhance technical proficiency and provide accurate information to customers.

Our values add up to P.A.C.E.: Passionate, Accountable, Connected, Excellence. As a community housing association based in the East End for nearly 100 years, we are proud of our work addressing the housing crisis through building and managing great homes.

Experience
- Previous experience in a customer service or technical support role is desirable.
- Proficiency in using helpdesk software, ticketing systems, and customer relationship management (CRM) tools.
- Strong attention to detail and accurate record keeping.

About you
- Strong communication skills, both verbal and written, with the ability to explain technical concepts clearly and concisely.
- Strong problem-solving skills and adaptability in troubleshooting based on customer needs and technical proficiency.
- Patience, empathy, and a customer-centric mindset to handle customer concerns professionally and with care.

Qualifications
- No specific qualifications required, but a commitment to delivering excellent customer service and a willingness to learn are essential.