Senior Customer Service & Repairs Advisor

About the role

Role Summary

To support the development of the Customer Service Advisors including coaching and on the job assistance of the team.

To ensure that key performance indicators, operational processes and recognised customer service excellence is being adhered to whilst providing specific support to team members.

The Senior Customer Service Advisor should be a ‘recognised expert’ for the delivery of a customer centric service to our customers.

Salary:

£30,970

Hours of Work:

35

Contract:

Permanent

Probation Period:

6 months

Notice Period:

1 month

Who are we?

We provide more than 13,000 homes across Kent, Sussex and Surrey. Over the years we have invested heavily in our homes and continue to do so as part of the Peabody Group. We promote hybrid working and have more than 300 employees based in various locations across our operating area.

Meet your Manager

"I have been with TCH 15 years, and the colleagues I work with have made it such a great place to work. I really love what we do for our residents and enjoy being part of the Customer Services Team.

In Customer Services we are the front-line team taking the initial calls and enquiries from residents, regarding everything from ASB to Repairs. Every call is different, and the team have incredible knowledge on many different topics. It is so rewarding working with such great colleagues and seeing the ways in which we can help our residents."

Emma Browning, Customer Service Team Leader

What will you be doing?

Role Specific Responsibilities

•Be the first point of contact and escalation for queries or complaints for the team.

•Conduct monthly 121’s, return to work interviews, weekly or monthly call evaluations, including adhoc coaching & catch ups with the customer service advisors.

•Take responsibility for the day-to-day running of the shift, including managing and communicating the lunch-time rota and reception cover.

•Ensure that the team adheres to all processes and policies, regularly reviewing and evaluating them, proposing changes where necessary.

•Maintain a comprehensive induction programme for all new starters and support the Customer Service Manager to ensure detailed continuous training programmes for all staff.

•Ensure Customer Service Advisors progress through both the skills competency and call quality matrices to drive continuous improvement by providing coaching and guidance where necessary.

•Ensure that excellent customer service is at the forefront of every aspect of the role you undertake.

•Identify and escalate priority issues through correct channels to line managers if required.

•Follow up on customer interactions where necessary, paying close attention to our service level agreement/targets.

•Ensure that all actions for service re-design are implemented.

•Take a proactive role in assisting the Customer Service Manager to make the most effective use of resources when planning shift cover for absence and annual leave.

•Work closely with colleagues in other sections and departments to maintain effective and efficient relationships with internal customers.

•Take an active role in the implementation of new customer service initiatives and participate in projects and workgroups at the request of the Customer Service Manager.

•Assist the Customer Service Manager in the implementation of policies and processes aligned with Customer Care, with a view to improving performance and the achievement of our KPI’s.

•Ensure processes are written for the Customer Service Operation and regularly maintained.

•Ensure full business continuity is achieved by providing cover for the operation where necessary.

•Liaise with other departments/staff/outside agencies as appropriate.

General

•To adhere to the equal opportunities policy and to actively promote equality of opportunity wherever possible.

•Recognise, respect and promote the different roles and diversity of the individuals.

•To actively contribute towards key performance indicators and professional standards.

•To work in accordance with the Data Protection Act and to ensure that, all new systems are reported to the Data Protection Controller. Ensure computerised records are maintained in accordance with data protection requirements.

•To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act (1974) and relevant EC directives.

•To participate in training and attend other meetings and staff events as required.

•To undertake other such duties as may be reasonably expected from time to time.

•Be an effective member of your team, presenting a positive impression of your section.

This job description is a guide to the nature of the work required. It is not comprehensive and does not form part of the contract of employment.

About You

Education & Qualifications

Key Skills & Competencies

Behaviours

Why Choose Us

• Contributory pension scheme 4% to 10% matched contributions
• Hybrid working
• Free onsite car parking
• Life assurance of 4x annual salary (Terms and Conditions apply)
• 30 days annual leave in addition to bank holidays
• Two volunteer days per year
• Employee assistance programme (24/7 telephone advice, information portal & face to face counselling sessions)
• Corporate eye care scheme providing free eye tests and free VDU glasses or contribution towards VDU glasses
• Extensive annual Staff Wellbeing programme
• Enhanced maternity, paternity, and shared parental leave provision
• Flexible annual benefits (for dental, healthcare, shopping vouchers, technology etc.)
• Annual flu vaccinations
• Access to an extensive range of corporate discounts on shopping, travel & days out
• Social events, including lunchtime walking, rounders, festive Fridays
• Travel loan

Our Values

Our culture is about the shared values, beliefs and behaviours that determine how we do things, then the ways and systems of working that help to get those things done.

Our new values, principles and behaviours will put customers at the heart and provide the foundation for the culture of the new organisation. Only by delivering a cohesive and customer-focused culture will we be able to achieve our purpose and priorites.

We have taken an inclusive and collaborative approach to developing the following values, working together with colleagues, customers and the Board:

Equal Opportunities Statement

TCH is an equal opportunities employer committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, gender, gender reassignment, sexual orientation, pregnancy and maternity or paternity, race or ethnicity, religion or belief, marriage and civil partnership, or caring responsibilities.

We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join TCH.

We are recognised as a ‘Disability Confident Committed Employer’. As part of this commitment, individuals who disclose at application stage that they have a disability, will be invited to interview provided they demonstrate that they meet the minimum criteria for the vacancy. Candidates will be asked if they require any support or reasonable adjustments to enable them to fully participate in the recruitment process.

Apply

Internal Applications

Please send a letter clearly demonstrating how your skills and experience meet the criteria contained on the job description and person specification to recruitment@tch.org.uk.

For internal staff only: Please note, if you're currently on legacy TCH, Rosebery, InTouch, Family Mosaic etc Terms and Conditions and are successful in your application, you will automatically be transferred to the new Peabody Terms and Conditions.

Additionally, if you move to a TCH role on a secondment basis, your Terms and Conditions will not change.

If you have any questions, or require further clarification, please speak to HR.

External Applications

Please complete our online application form by clicking the Apply button below. We reserve the right to bring the closing date forward, so we strongly encourage early applications.

Please note: As an employer, Town & Country Housing does not provide sponsorship as a licensed UK employer.

Key dates

Applications Close:

Sunday, 12 April 2026

Interview Date: