Customer Service Advisor Homes

ADVANCE NORTHUMBERLAND

About Us  

Advance Northumberland is a diverse property investment & development business, delivering opportunities to improve prosperity, tackle inequalities and drive economic growth in support of Northumberland County Council.

Whether its support for new and developing businesses, the remediation of challenging brownfield sites, building of large-scale manufacturing units, delivering new purpose-built offices, delivery of major town centre redevelopments, including complex retail developments, leisure facilities or the delivery of high-quality market sale and affordable housing it can all be found in this unique regeneration company.

We work collaboratively with stakeholders and partners, delivering positive physical and economic development.  Focusing on the needs and aspirations of the county, addressing economic, housing and infrastructure challenges whilst capitalising on Northumberland’s significant assets and opportunities. We deliver a comprehensive regeneration capability to improve the County’s economic prosperity, regenerate communities, improve liveability and create a more connected and aspirational County.

In doing so, we will support a broader county-wide assets-based approach to promote economic growth and an improved quality of life for its communities. Building on the opportunities emerging from the combined authority to enhance its regeneration impact, taking its lead from Northumberland County Council, and working in collaboration with key partners.

As the largest private landlord in Northumberland, we offer a comprehensive letting service to our tenants, across multiple locations in Northumberland. We pride ourselves on the homes we offer to our residents and making sure they are happy tenants.

OUR VALUES
Our values are at the centre of our activities, linking to our vision to make Northumberland a wonderful place for people to live work and do business.

• Dedication – passionate and tenacious about delivering for Northumberland.
• Honesty – working to the highest standards of integrity and accountability.
• Collaboration – deliver in partnership with Northumberland County Council and organisations across the public and private sectors.

THE BENEFITS OF WORKING FOR US

We care about our colleagues and their wellbeing and have been nationally recognised for this. Apart from the competitive salary, we also have fantastic benefits. We focus on our colleague’s health, wealth, and lifestyle. We like to think our benefits package is one of the best around!

Salary – from £25,877.80 per annum (£13.45 per hour)

Annual leave - Start with 26 days, increasing to 31 days with service. Of course, you’ll have public holidays too!

Pension - Generous employer contributions of 8%. You pay 2%, although you can choose to pay more if you want.

Financial Benefits - Enjoy the security of free life assurance, an employee referral scheme (earning £1,000 per recruited referral), and our Cash plan App with discounts and cashback at top retailers. Free on-site parking at all locations.

Wellbeing & Lifestyle Services - Access our colleague assistance programme with 24/7 support, GP services, mental health support and, dental and optical plus a range of other health therapies. We also have a cycle to work scheme and home electronics schemes, both of which are salary exchange, so you pay less National Insurance.

Private Health care – option to join scheme on completion of probationary period.

Motoring Benefits - Take advantage of exclusive employee vehicle-leasing schemes, through NHS Fleet.

THE ROLE

As our Customer Service Adviser, you will work as part of the wider Homes team, answering the phone / responding to emails and dealing with all tenant enquiries.  You will act as the first point of contact for all enquiries and will be responsible for contacting tenants to arrange times for any repairs to be completed.

As a small team, it is likely that you will be a confident communicator, able to deal with a high volume of work and respond to enquiries in a professional manner.

How to apply

Please send your CV and a letter of application saying why you want to work for us and what you’d bring to the role, together with the completed application form Application Form.pdf to: workforus@advancenorthumberland.co.uk

For an informal discussion, please contact: Scott Lavery on 07432055866

Closing date for applications – 12^th December 2025 at 10.00am

We may close this role early if we receive sufficient applications.

Interviews will be held on: 18^th December 2025

If you wish to withdraw your consent for us to process your application,

please email us at: workforus@advancenorthumberland.co.uk

No agencies please

Job Description and Person Specification 

Job title: Customer Service Adviser 

Reports to: Homes Manager

Team members: N/A

Location: Wansbeck Workspace 

Role Purpose: to provide front line customer service to tenants of Advance Northumberland Homes.

Duties and Responsibilities:

Receive and process all reactive repair requests from tenants, ensuring all processes are followed

Support delivery of a successful repairs and maintenance service for all tenants

Provide timely and accurate communications to tenants regarding their repair requests

Handling expressions of dissatisfaction, providing relevant advice and escalating as appropriate

Liaise with tenants, suppliers and contractors on planned and reactive repairs, including the collation and assessment of contractor documentation

Daily, weekly and monthly reporting of repairs related customer satisfaction, call volumes and KPI data

Support the wider function in the delivery of planned maintenance programmes

Maintain all records in line with data protection requirements

Support the wider Homes function, as per departmental needs

Provide holiday / absence cover for team members

Generic Requirements for all colleagues

• Contribute to the creation of a positive culture in line with Advance Northumberland values
• Show commitment to equality and diversity in the workplace and ensure this is reflected in all activities
• Ensure a safe and sustainable working environment is promoted across the business
• Contribute to the financial performance of the business, in line with role responsibilities
• Undertake other reasonable duties as requested

Personal Specification

Essential Criteria

You must have:

• Excellent customer service skills both verbal and written
• Experience of using a wide range of Microsoft products
• Experience of using MI systems
• Full UK driving licence

It would be good but not essential if you also have:

• Knowledge of QL
• Repairs and Maintenance experience