• Customer Services Advisor


• Salary: £22,500 per year


• Hours: 37 hours per week; Monday – Friday


• Fixed Term until 20th December 2024 (Immediate start)


• Location: Ipswich Head Office/ Hybrid


• Ref: IP329

Discover a fulfilling career where your values align with our mission. Join our dynamic team committed to excellence, integrity, and innovation. Embrace a culture that values diversity, collaboration, and continuous growth.

Your role will be more than a job – it's an opportunity to contribute to something meaningful. If you prioritise integrity, teamwork, and a positive impact, apply now to be part of a community that values your individuality and welcomes your dedication to making a difference.

As part of this role, you will:

• Act as the first point of contact for Orwell’s customers and an internal key contact for colleagues, to provide an efficient and effective customer service.


• Ensure exceptional communication and work collaboratively with all customers, colleagues, external partners, agencies and contractors to ensure the customer journey is positive, efficient and effective.


• Deal with complaints that can be complex and challenging at the first point of contact, escalating the complaint when appropriate. Demonstrating skills to understand, assess and manage any issues to ensure satisfactory outcomes.


• Demonstrate integrity, fairness and consistency in decision making & service delivery, building good relationships & trust with our customers. Deliver services in a clear and understandable way that meets the diverse needs of our customers & communities.


• Contribute to projects, software systems and solutions that impact on Orwell’s customer service delivery and customer journey. Provide induction, training, guidance and support within the team.


• Manage and record initial repair & maintenance requests, provide assessment, diagnosis & arrange appointments. Proactively resolve complex existing repair issues, liaising with customers, contractors & colleagues to achieve satisfactory outcomes.

About you
Our ideal Customer Services Advisor will have:

• A minimum of two years’ experience in a customer lead service environment.


• Competent and accurate administration skills.


• Ability to multi-task and prioritise your workload.


• Ability to work well under pressure and deal with challenging situations.

More reasons to apply…

• 22 days annual leave (pro rata) plus bank holidays


• Retail discounts via our rewards platform (restaurants, shopping, days out gym memberships, cinema tickets, holidays, Sky store and much more…)


• Onsite parking


• Cashback Health plan


• Access to Blue Light Card – membership fees apply.


• Reward and recognition awards


• Ongoing training and development & opportunities to progress in your role through the Orwell Academy


• Wellbeing programme

Person Specification:

• O/CSE/GCSE level or equivalent including Maths and English Language


• NVQ in customer service level 2 is desirable


• Customer Service Practitioner Level 2 or Customer Service Specialist Level 3 is desirable


• Microsoft Office suite training is desirable

Interviews: 17^th & 20^th September 2024

Before applying…
Additional employment documents: https://www.orwell-housing.co.uk/work-with-us/additional-employment-documents/

Orwell  is proud to be a Disability Confident Leader. We believe in creating an accessible and supportive environment, where every team member can thrive and contribute. Join us in our commitment to building a workplace that celebrates diversity and empowers all individuals to reach their full potential. We actively welcome applications from candidates with disabilities and are dedicated to making reasonable adjustments throughout the recruitment process to ensure equal access and opportunity for all.

If there’s a barrier to you applying for any of our roles, we’d like to remove it so please get in touch with our Talent team either by giving them a call (01473 228782) or emailing work@orwell-housing.co.uk.

Orwell Housing Association Limited collects and processes personal data in accordance with applicable data protection laws.  Please see the privacy notice - https://www.orwell-housing.co.uk/about-us/privacy-policy/

By applying to this job you agree you have read, understand and accept the content of the Privacy Notice – https://www.orwell-housing.co.uk/about-us/privacy-policy/consent to the processing of your data as part of this application.

Apply here: https://ce1012li.webitrent.com/ce1012li_webrecruitment/wrd/run/etrec179gf.open?WVID=423400007P&LANG=USA&VACANCY_ID=1410850Gva