Contact Centre Advisors

We're looking for confident, customer-focused Contact Centre Advisors to join our busy contact centre supporting a range of housing clients. You'll be the first point of contact for tenants, residents, and service users, handling a high volume of inbound and outbound calls and live chat with professionalism, empathy, and efficiency. This is a fast-paced environment where no two calls are the same. You'll be helping customers with their issues - always aiming to resolve queries first time, every time. What you'll be doing

• Handle a high volume of inbound and outbound customer calls / live chat on behalf of multiple housing associations
• Deliver exceptional customer service, ensuring every caller feels heard, supported, and valued
• Accurately log information, update systems, and follow processes to ensure smooth case handling
• Resolve customer queries at first point of contact wherever possible
• Escalate complex issues to specialist teams / Team Leaders when required
• Work collaboratively with colleagues and client teams to maintain service excellence
• Meet regular performance targets around call quality, productivity, and customer satisfaction
• Contribute to continuous improvement by sharing customer insights, identifying recurring issues, and supporting the development of more efficient processes
• Work flexibly as part of a rota that includes evening and weekend shifts
  
  Previous experience in a call centre or customer service environment is essential (housing experience is a bonus but not essential)
• Strong communication skills and the ability to stay calm under pressure
• A genuine passion for helping people and delivering quality service
• Confidence using Microsoft Outlook packages and learning new software quickly
• A proactive, solution-focused approach to customer queries
• Flexibility to work evenings and weekends as part of a rotating schedule
Why Join Us You'll be part of a supportive team that values expertise, reliability and great customer service. We offer a positive working environment, opportunities for development and the chance to make a meaningful impact, in the communities we serve.

Sureserve is a trusted partner for housing associations, local authorities, and residents, delivering high-quality compliance and energy services. Our focus on energy efficiency, safe and compliant homes, and enhanced quality of life makes us a leader in the industry. With nationwide reach, regional expertise, and a commitment to excellent service, we are well-positioned to support our clients now and, in the future.

We offer a range of benefits designed to support your lifestyle whilst working for Sureserve and outside of work, some of these include:
• Contributory pension scheme
• Annual leave purchasing scheme (ALPS)
• Life assurance
• Enhanced maternity, paternity, adoption leave and other family friendly policies
• Sureserve Benefits Hub, accessing over 1000 retail discounts
• Virtual GP service, available for employees and immediate family
• Employee Assistance Programme (EAP)
• Bike2Work Scheme
• EV Car Scheme
• Employee engagement events and "Employee Voice" programmes
• Strong opportunities for career growth and development
• Terms/qualifying criteria applies