Full Time / Permanent
Salary: £33K (FTE) per annum
Located: Stockwell, London, SW9
About SW9 Community Housing
SW9 Community Housing is a resident-led social housing charity responsible for the delivery of housing management and maintenance services for around 1,800 homes and several commercial and community buildings in Stockwell/Brixton on behalf of a G15 Housing Association, Sovereign Network Group (SNG).
Being a community-based organisation, we are seeking to recruit an experienced Customer Contact Adviser, with a focus on service delivery and a people-centre approach. With a turnover of £13m, and rising, and in excess of £150million of inward investment provided by (formerly) Network Homes, now Sovereign Network Group (SNG) over the last 10 years, we have ambitious plans for the future, and we want a like-minded visionary to join us on this journey.
Who we are:
- A group of people who demonstrate integrity, respect, and teamwork
- A group of people with passion, drive, and the courage to be different
- A group of people committed to doing the right thing.
About the Role
The Customer Contact Adviser is a frontline repairs role with enhanced responsibility for follow-on actions, work-in-progress (WIP) control and customer outcomes. While the postholder will remain the first point of contact for residents taking calls, raising repairs and managing enquiries in line with established Repairs Assistant processes, this role is differentiated by taking active ownership of repairs beyond the initial logging stage.
The postholder is responsible for ensuring follow-on works are raised, repairs are progressed, overdue jobs are actively chased, residents are kept informed, and customer satisfaction feedback is captured. The role plays a key part in improving grip on repairs delivery, reducing backlog and improving communication.
Key Responsibilities:
- First Point of Contact & Repairs Logging - Act as the first point of contact for residents reporting repairs via phone, email, 8x8/WhatsApp, Teams and in person.
- Follow-On Works Ownership (Core Focus of the Role) -Take ownership of all follow-on actions arising from inspections.
- Resident Communication & Case Ownership - Keep residents informed throughout the full repairs journey.
- Customer Satisfaction & Feedback - Complete customer satisfaction surveys on a minimum of 10% of completed repairs. Record feedback accurately and escalate negative feedback or service failures.
- Insite Administration & Evidence Handling - Review and action Insite inspection reports and ensure staff raise required works within SLA timeframes.
- Contractor & Internal Liaison - Act as a key liaison between residents, contractors and internal teams.
- Variations, Quotes & Escalation Control - Monitor all repair variations and follow-on quotes to ensure they are logged, tracked and progressed.
Why join us?
We are committed to delivering an outstanding customer experience. By joining our team, you’ll contribute to a fair and resolution-driven service that meets the needs of diverse communities and residents.
About you:
We are seeking a confident, customer-focused individual who is highly organised, and will be able to support the day-to-day running of the Repairs Service. The postholder will handle high-volume calls, log repairs accurately, progress jobs with contractors, manage inboxes and support the wider Property Services team. The ideal candidate will have excellent communication skills, a proactive approach, and the ability to manage own workload. The postholder must be adaptable, accurate and committed to delivering a high-quality service to residents.
They will work patch-based, taking ownership of repairs within their allocated area to provide consistent and reliable service to residents.
This is a fast-paced, frontline role requiring strong organisation, excellent communication skills and a calm, solution-driven approach
If you’re ready to take the next step in your career and be part of a high-performing team and deliver outstanding services, we’d love to hear from you.
Education:
- Good standard of education or equivalent through relevant training/experience commensurate to the role (highly desirable).
- Evidence of working within social housing continuous, challenging, and relevant professional development.
Knowledge and Experience:
- A background of responsive repairs, housing and customer service is desirable as we are looking for a client to hit the ground running.
- Demonstrate evidence of building and maintaining effective, productive relationships with key stakeholders.
- Sound knowledge of current and future challenges facing housing as well as an understanding of “third sector” services’ issues and sensitivities.
- Demonstrate a high standard of written skills including report writing and responding professionally to complaints.
- Substantial proven experience in a similar role.
- Experience of Northgate and CRM.
- Experience of working in social housing.
- Experience of dealing with complaints.
- Experience of dealing with Disrepair cases.
Skills
- Excellent interpersonal skills to support work with customers across a range of circumstances
- Excellent customer focus and a genuine desire to achieve excellence in all areas of responsibility
- Excellent time management skills and able to prioritise, plan own workload and show flexibility
- Excellent analytical skills to identify a range of issues from information gathered
Personal Attributes:
- Passionate about delivering and driving forward an excellent service to improve and maintain a high level of customer satisfaction.
- Genuine empathy to show customers that you really care and that their concerns matter.
- Adaptable and ‘can do’ attitude.
Benefits:
When you work at SW9, you are directly impacting on the lives of our residents. In return for your energy, innovation, and commitment, we offer:
- competitive salary
- a defined contribution Pensions Scheme (employer match up to 8%)
- 5 x annual salary life assurance cover
- competitive annual leave entitlement
- Interest-free loans (including season ticket loan, Cycle-to-Work scheme, rent deposit loan)
- employee assistance programme
- excellent learning & development opportunities
- staff discount scheme
- a modern office and facilities
How to Apply:
Please read the Role Profile for full details of the role and apply by sending your updated CV, together with a supporting statement demonstrating how you meet the person specification. You should return your application to recruitment@SW9.org.uk, ensuring you quote the Reference Number and Job Title. Please ensure you read the Guidance Notes for candidates prior to submitting your application.
Additional Recruitment Information:
We do value every application we receive. However, due to the volume of applications we receive we are unable to acknowledge each application. We will only reply to those who have been shortlisted for interview. If you have not received a reply within two weeks of the closing date, regrettably your application was unsuccessful.
If you want to find out more about us at SW9 you can do so at: