Customer Solutions Advisor - Social Housing

First point of contact for tenants and service users, delivering professional, responsive customer service across multiple channels. Handles housing-related queries (rent, repairs, tenancy matters, anti-social behaviour) and ensures timely resolution or appropriate referral. Logs and tracks interactions in housing management/CRM systems, coordinates with Repairs, Income, and Tenancy Management teams, and escalates where needed. Maintains clear communication with residents throughout the case lifecycle, handles incoming calls within set timescales, follows approved scripts to ensure complete and accurate information, and routes issues to planners or relevant departments for emergencies or allocation issues. Demonstrates empathy, solution-focused support for vulnerable residents, and a commitment to high levels of customer satisfaction.