Contact Centre Advisor
Clarion Housing · Maidstone, England ·
Location: Hybrid with a base location in Maidstone, Kent Salary: £28,372 - £32,778 per annum Hours: 36 hours per week Contract Type: Permanent This is a great opportunity to join our team, Employer of the Year Housing Heroes awards 2025 and Winner 2026 Inspiring Places to Work UK & Ireland About the role We're looking for friendly, resilient and customer-focused Contact Centre Advisors to join our large, fast-paced contact centre.
As the first point of contact for our customers, you'll play a vital role in delivering a professional, helpful and efficient service across a range of enquiries. You'll handle customer contact through a variety of channels, including telephone, email, web chat and digital platforms.
Every interaction will be an opportunity to listen, understand, resolve issues where possible, and make sure customers receive clear, accurate and supportive advice. What you'll be doing Responding to customer enquiries promptly, professionally and with empathy.
Taking ownership of customer queries and working to resolve them at the first point of contact wherever possible. Accurately recording customer information, actions and outcomes on our systems. Providing clear advice, guidance and updates in line with policies, procedures and service standards.
Managing a high volume of customer contact while maintaining quality, accuracy and care. Identifying when issues need to be escalated and working with colleagues or specialist teams to achieve the right outcome. Supporting customers who may be frustrated, distressed or vulnerable, using calm and confident communication.
Contributing to team targets, service improvements and a positive contact centre culture. About you You do not need to have worked in a contact centre before, but you'll need to be confident speaking with customers, comfortable using computer systems, and committed to delivering a great customer experience.
We are looking for someone who can bring: Excellent communication skills, both verbal and written. A calm, patient and empathetic approach to customer service. The confidence to handle challenging conversations professionally.
Strong attention to detail and the ability to record information accurately. Good organisation skills and the ability t...