Location
Mile End, East London

Hours
Full Time (hours not specified)

Salary
£33,202 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. We provide social rented homes, shared ownership, sheltered housing, and are actively developing new homes, aiming to deliver another 250 homes by 2025. We also operate 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 join the organisation at an exciting time as a key member of a dynamic team committed to delivering excellent landlord services and strengthening community links. We are looking for an experienced Customer Resolution Advisor (1 year fixed term contract) to deliver a high-performing, customer-focused service in line with Gateway Housing Association’s service standards.

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

Experience
- Previous experience in customer service or technical support is desirable.
- Proficiency in using helpdesk software, ticketing systems, and customer relationship management (CRM) tools.
- Strong problem-solving skills with the ability to adapt troubleshooting techniques.

About you
- Excellent verbal and written communication skills, able to explain technical concepts clearly.
- Patience, empathy, and a customer-centric mindset to handle concerns professionally.
- Strong attention to detail and accurate record keeping.
- Technical proficiency and familiarity with common software applications, operating systems, and troubleshooting tools.

Qualifications
- No specific qualifications required; confidence and enthusiasm to work in a challenging but supportive environment are essential.