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. As an ambitious London-based housing association with over 3,000 homes in East London, we provide social rented homes, shared ownership, and sheltered housing. We also develop new homes and 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 at an exciting time as a key member of a dynamic team committed to delivering excellent landlord services and strengthening community links.

Our values are encapsulated in P.A.C.E.: Passionate, Accountable, Connected, Excellence. We are proud of our nearly 100-year history addressing the housing crisis through building and managing great homes.

As a Customer Resolution Advisor, you will deliver a high-performing, customer-focused service in line with Gateway Housing Association’s service standards. Your main responsibility is to provide prompt and accurate resolutions to customer concerns, ensuring a positive customer experience and high first contact resolution rates.

Your duties will include but are not limited to:
- Addressing and resolving customer inquiries, technical issues, and service requests efficiently, including housing management functions such as lettings, succession, mutual exchanges, keys/fobs, car parking, income, and repairs.
- Communicating professionally, empathetically, and clearly with customers, adapting your style to different backgrounds and technical expertise.
- Conducting initial assessments and troubleshooting, providing clear step-by-step guidance.
- Serving as the first point of contact via phone, email, chat, or ticketing system.
- Maintaining accurate records of all interactions within CRM and internal systems.
- Contributing to the knowledge base by documenting common issues, solutions, and best practices.
- Processing invoices with appropriate record keeping and providing administrative support.
- Staying updated with 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 helpdesk software, ticketing systems, and CRM tools.
- Strong problem-solving skills with the ability to adapt troubleshooting techniques.
- Strong attention to detail and accurate record keeping.

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.
- Confidence and enthusiasm to work in a challenging but supportive environment.

Qualifications
- No specific qualifications are required for this role.