Customer Advisor

This job is working for Ongo

Salary £24,828

Job Summary

As a Customer Advisor, you will be the first point of contact for customers engaging with Ongo. You will play a vital role in delivering high quality, customer focused services by handling a wide range of enquiries across multiple communication platforms including phone, email, webchat, and social media.

You will work within a demanding environment supporting customers with queries relating to housing services such as repairs, rent, tenancy management, lettings, and general advice. Your ability to listen actively, communicate clearly and resolve issues efficiently will be key to ensuring customer satisfaction and maintaining Ongo’s reputation for excellent services.

Benefits of working with Ongo include:

• 30 days paid holiday plus bank holidays and your birthday off
• Exceptional leave
• 15 hours per year paid volunteering
• Annual pay review
• Mileage reimbursement at 45p per mile
• Free parking (pass provided)
• “No sick days” voucher
• 9.5% pension contribution (Aviva)
• 3x salary life assurance policy
• Enhanced maternity/paternity pay
• Simply Health package (including Pro-counselling for family members)
• Housing Perks
• Agile working
• Home working equipment provided
• Local gym discounts
• Discounts at Costa and Starbucks (town centre)
• Car lease scheme

Main Responsibilities

• Deliver excellent contact handling services for Ongo customers ensuring effective service delivery and resolutions at first point of contact. 
• You will process service requests in line with policy and procedures ensuring you meet expected timescales and be able to advise customers of the services available to them. 
• You will be able to diagnose repair requests and question customer effectively and support the customer to self-resolve where appropriate. 
• Process rent payments and resolve enquiries in relation to payments and arrears. 
• You will handle enquiries in relation to Lettings, Anti-social behaviour and all tenancy related matters in clear and confident way following set polices and procedures. 
• You will ensure accurate records and updates to the CRM system are in line with our data standards. 
• You will be resolving customer issues and agreeing solutions for customers to ensure they are satisfied and actively preventing complaints. 
• You will actively listen and show empathy to understand the needs of the customers to ensure you deliver the right service. 
• You will manage contacts for our diverse customers base, and this will mean that you will deal with different vulnerabilities and sometimes conflict. 
• You will manage multiple contact platforms during your day, being able to transition your skills across telephone, digital contacts and in person contacts effectively. 
• You will achieve set performance targets and consistently work within these targets to meet your individual and team goals. 
• The post holder will be expected to be aware of safeguarding vulnerable adults and children and report any concerns via Ongo’s Safeguarding policies and procedures. 

 Skills, Competence, Experience Required 

• Proven experience of working in a busy customer service or contact centre environment.
• Experience of delivering quality services to a diverse customer base including external agencies and internal departments.
• Demonstrate excellent customer service skills
• Have experience working with CRM systems and Omni channel contact centre technology
• Be able to use and understand social media platforms to manage customer enquiries.
• Strong communication skills, both written and verbal with ability to deal sensitive and complex enquiries professionally
• Strong problem-solving skills and attention to detail.
• Ability to work independently and collaboratively across teams.
• Demonstrate resilience and the ability to adapt to changing demands.
• Ability to deal with and resolve conflict.
• Social housing experience and knowledge of the core landlord functions and regulations.
• Have basic knowledge of current Housing Regulation and Legislation
• Have experience handling and effectively resolving complaints.
• Excellent organisational and time management skills, with the ability to prioritise multiple

We want our organisation to reflect the communities we serve, and we actively encourage applications from candidates of all backgrounds, particularly those from groups currently under‑represented in our workforce.

 As a Disability Confident Employer, we are committed to creating an inclusive and accessible recruitment process. This means we actively encourage disabled candidates to apply, we work to remove barriers within our recruitment practices, and we guarantee to consider applicants with a disability who meet the essential criteria for the role.

 If you need any adjustments at any stage of the recruitment process, please let us know. We are happy to support you to ensure you can perform at your best.