Customer hub advisor contract

Are you ready to be part of something special? Welcome to settle, where our brand-new 2030 strategy marks the start of an exciting journey. As we remain committed to delivering exceptional service to our residents, there's never been a better time to join our team. At settle, our colleagues live our values every day, creating a collaborative, kind, trusted, inclusive, committed, and proud community.

Our diverse and growing team prides itself on offering tailored support for both residents and each other, driven by continuous feedback. We're dedicated to creating an inclusive and diverse culture where everyone feels confident and supported to be their true selves.

At settle, colleagues love their work because they make a meaningful difference every day. Our friendly culture creates an environment where everyone can thrive. If you're looking for a place where your contributions are valued and you can truly grow, settle is the perfect place for you.

Here at settle we are looking for a Customer advisor on a full time contract until October 2025. You will be the first person residents contact - meaning your response sets the tone for the customer’s experience with settle. You will respond to and resolve a wide range of customer enquiries received through different channels including calls, emails, and live chat. Your role is critical to the business as you are the conduit for the customer to the rest of the organisation!

Outline of Key Responsibilities...

• Provide an excellent customer service when responding to a wide range of tenancy management issues
• Manage and process resident mutual exchange requests
• Accurately process tenancy changes, successions, and assignments of tenancy, escalating any cases requiring legal intervention
• Accurately assess Common Housing Register applications in line with policy
• Identify and raise safeguarding concerns
• Progress applications and manage repairs/arrears for garages - minimising rent loss

We are looking for someone who has...

• Experience in providing excellent customer service
• Have a warm, positive, caring and engaging approach
• A flexible attitude to work, and work patterns -  working effectively with a variety of colleagues and  adapting to a changing environment and expectations
• Competent administration and IT skills
• Ability to organise and prioritise your workload
• Able to respond effectively to difficult /challenging situations and resident behaviour
• Experience in providing excellent front-line customer service, ideally in a contact or service centre would be beneficial but not essential
• An understanding of social housing and the sector would be beneficial but not essential

At settle, our friendly and hard-working colleagues are proud to be relentlessly resident focussed, and we believe that dedication deserves a stellar benefits package. Here’s what we offer to our amazing colleagues:

• annual salary: £28,706.89 per annum pro rata
• flexible working: hybrid and flexible options available (role-dependent)
• generous leave: 27 days of annual leave, increasing to 32 days with length of service
• family leave: enhanced maternity, paternity, and adoption leave
• pension contributions: up to 10% from settle
• healthcare cash plan: for your health and wellness
• flexible benefits: cash towards your heath and wellbeing
• development: excellent personal and professional growth opportunities

And that’s just the beginning! We’re also thrilled to provide:

• fresh fruit Wednesdays: keep your energy up with healthy snacks
• colleague-led campaigns and celebrations: wellbeing weeks and charity bake sales
• volunteering days: 2 paid days to give back to the communities we work in
• secure parking: free onsite parking and bike sheds too!
• local discounts: enjoy perks from our community partners
• mental health support: access to counselling sessions and mental health resources
• feedback commitment: we listen to our colleagues and take action
• shower facilities: perfect for those who cycle to work or hit the gym
• early finish Friday: a kickstart to the weekend!

At settle, we’re committed to creating a workplace where everyone feels valued and supported. Join us and enjoy the benefits of working in a collaborative, kind, and inclusive environment.

"At settle we operate a no closing date policy and evaluate candidates upon application. Therefore please apply without delay."

Our Commitment 

Our culture at settle is inclusive and celebrates the differences in everyone. We are committed to creating an inclusive workforce, by reflecting and representing the diversity of today’s society. We would like to encourage applicants from disadvantaged socio-economic backgrounds; people who identify as disabled, neurodiverse, members of the LGBTQ+ community and people from global majority communities.

Accessibility and Adjustments

We are committed to providing reasonable adjustments throughout our recruitment process and we’ll always endeavour to be as accommodating as possible. Please let us know in advance of any suitable arrangements required so you can fully participate in the recruitment process.

Due to the nature of some of our roles involving work with vulnerable members of society, this post may be subject to a Basic Criminal Disclosure, which will be carried out when a conditional offer is made.

Please ensure you fully answer the questions on the application form.