Customer Service Advisor (fixed - term)

Customer Service Advisor Aug 25

The Clyde Valley Group (CVG) is a thriving social business and registered charity recognized for innovative and partnership approaches to meeting community needs. Clyde Valley Housing Association (CVHA) is a Registered Social Landlord (RSL) partner in Lanarkshire and East Dunbartonshire. CVHA is the Group's main operating company and has a track record of delivering housing management, scheme development, and high-quality housing services for a diverse range of customers. Our Group continues to grow, and we now own over 4,700 homes and provide factored services to more than 3,000 owners. We are proud that people see us very much as a local and regional landlord and employer. We make a notable difference to lives and communities, including to help meeting housing needs.

We are looking for someone to join us on a fixed-term basis to cover maternity leave within the team to help support our customers by providing an outstanding experience to all of our customers at the Clyde Valley Group. Working with our customers to understand their needs and manage their expectations to produce quality outcomes and resolutions. In your role you'll be handling all incoming interactions for the organization for all areas of the business.

Overall Purpose and Key Accountabilities

Customer Service:

• Provision of an efficient and courteous enquiry service to all customers. With a particular emphasis on call handling. Other channels include face-to-face, email, SMS, webchat, online portal, social media
• Enquiries will include repairs, housing allocations, rent and payments, estate & tenancy management, anti-social behavior, and any other services provided by the Association
• Understand customer needs and manage expectations by actively listening, clarifying, and confirming your understanding with the customer
• Focus on the delivery of quality outcomes for the customer, seek to exceed their expectations wherever possible
• Seek to reduce customer effort by taking ownership and concluding the customer's request where required
• Maximizing the proportion of enquiries that are resolved at the first point of contact
• Directing enquiries to the appropriate team when enquiries require more expertise advice and assistance
• Ensure that customers are clear on timescales and next steps
• Focus on solving problems, advocating on behalf of the customer
• Manage and maintain customer records and associated data with absolute care and attention

In return, Clyde Valley Group offer great remuneration and benefits package, including generous holidays and flexible working arrangements, an on-site gym and training and development opportunities.

Guaranteed Interview:

As a Disability Confident Employer, we'll interview all disabled candidates who meet all of the minimum essential requirements for the post. If you tell us that you're disabled, we'll ensure that we make reasonable adjustments during each stage of the recruitment and selection process and if you join us, to where and how you work. Closing date for applicants: Please submit your CV and personal statement to us by Monday 8th September at 9am.

Interviews are expected to take place w/c 22 September 2025.