Customer Services Coordinator

Are you the kind of person who thrives on making things better for others?

Do you love solving problems, supporting people, and being the friendly, knowledgeable voice at the end of the phone (or webchat)? At PA Housing, we're not just about properties - we're about people, and we're on the lookout for someone who shares our passion for excellent service.

We're looking for a Customer Services Coordinator to join our brilliant team. This isn't your average customer service job - this is about being a key point of contact for our residents, taking ownership of queries and providing advice, support and resolution across a wide range of housing services. If you want to work somewhere that's committed to doing things better, this could be the role for you.

This role involves working a shift pattern between Monday and Friday, 8am to 8pm, with a rota'd Saturday shift from 9am-12pm and Sunday shift 10am-2pm.

What's in it for you?

In addition to a competitive salary, you'll enjoy a range of great benefits, including:

• High street discount schemes
• Health cash plans
• 26 days' annual leave, increasing to 29 after three years (plus the option to buy more)
• Flexible bank holidays - use them when it suits you
• Car leasing scheme
• Hybrid working - after your initial six-month probation period in the office, you'll have the flexibility to work from home two to three days a week
• Optional nine-day fortnight working pattern

What you'll be doing

You'll play a crucial role in supporting our residents and ensuring their experience is as seamless and helpful as possible. Day-to-day, you'll:

• Respond to resident enquiries via phone, email, webchat, social media, and more
• Resolve a wide variety of housing, repairs, and landlord-related issues as a first point of contact
• Take ownership of customer queries, ensuring they are passed to the right teams when needed
• Use internal systems and knowledge resources to provide consistent, accurate advice
• Spot opportunities for service improvement and work with stakeholders to make improvements to the service
• Support new build residents by liaising with managing agents and dealing with defect-related queries
• Ensure customer interactions are logged correctly in our CRM system
• Build lasting relationships with residents through outstanding service and empathy

What we're looking for

We're after someone who's proactive, caring, and always ready to go the extra mile. You don't need to know everything from day one - we'll train and support you - but ideally, you'll bring:

• Experience in a customer service role
• Accurate record-keeping and data input skills
• Strong IT skills, including Microsoft Office
• Familiarity with housing management systems like Northgate (bonus, not a dealbreaker)
• A calm and confident approach when dealing with a wide range of people and queries
• A genuine interest in helping people and improving their experience