Location: Aldershot (100% office-based)
Salary: £25,000 - £27,500 (depending on experience)
Hours: Monday to Friday, 8:00am - 5:00pm (40 hours per week)

Make a Real Difference Every Day

We're looking for a proactive and organised individual to join a busy team supporting families with housing and maintenance-related queries. This is a rewarding role where you'll take ownership of issues, manage expectations, and see tasks through to completion.

About the Role

This is a high-volume, fast-paced position where you will act as a key point of contact, handling a mix of inbound and outbound calls alongside managing shared inboxes.
You'll be responsible for coordinating and progressing property-related queries, ensuring customers are kept informed and supported throughout. Many of the situations you'll deal with will be important and sometimes sensitive, so a calm, professional, and solution-focused approach is essential.
You'll take full ownership of cases, working to resolve issues efficiently while preventing escalations and complaints.

Key Responsibilities
Manage a high volume of inbound and outbound customer calls
Coordinate and progress property maintenance and repair queries
Take ownership of cases through to full resolution
Manage shared inboxes and ensure timely responses
Accurately update systems and track progress using tools such as Excel
Communicate effectively with customers, contractors, and internal teams
Manage expectations and handle challenging conversations professionally
Identify and prevent potential escalations or complaintsWhat We're Looking For
Proven experience in a customer-facing role, ideally involving regular phone-based interaction
Experience within housing, property, repairs, or facilities management is highly desirable
Ability to work in a fast-paced, high-volume environment
Strong organisational and multitasking skills
Confident handling challenging conversations and managing expectations
Proactive, self-motivated, and able to work on your own initiative
Good IT skills, including experience with Excel and case management systems
A stable work history demonstrating reliability and commitmentAdditional Requirements
Full UK driving licence and access to a vehicle (essential due to location)
Ability to obtain BPSS clearance (required)What's on Offer
25 days annual leave plus bank holidays
Company pension scheme
Supportive team environment
Opportunities for development and progressionApply Now

If you're looking for a role where you can take ownership, develop your skills, and make a real impact supporting customers, we'd love to hear from you