Job Details

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Customer Resolution Centre Advisor Part Time

Chelmsford, Essex, United Kingdom, £ £ 25162.00-25162.00 Annual Annual, Permanent


CHP are an award winning, people focused organisation based in Chelmsford, Essex, and we are hiring. We have been providing more homes for people unable to rent or buy privately since March 2002 and we aim to build a home a day - 365 new homes per year.

We are looking for a Customer Resolution Centre Advisor to join us on a part time basis (19 hours per week) to provide an excellent customer experience through first contact resolution, via any channel including inbound and outbound calls.

There couldn't be a more exciting time to join CHP as we are currently experiencing three times the growth of the industry average. Whilst our customers are at the heart of everything we do, we also aim to make sure our people are happy and healthy, so they can provide the best services.

Our commitment to our people has been recognised for a number of prestigious awards. In 2018 and 2020 we were ranked a Top 100 Not-For-Profit Organisation to Work for by the Sunday Times and named a Top 25 Housing Association by 24housing magazine. We are a voluntary living wage employer and accredited as a Disability Confident Employer.



  • Provide outstanding customer service across all channels (telephone, social media, web chat, face to face and email) to provide first time completion of customer queries.
  • Follow CHP workflow and ensure feedback to improve the effectiveness of all workflows to reflect the evolving requirements of the customers supporting business partners to define the workflows appropriately.
  • Reliable and accurate implementation of CHP workflows to ensure consistency and effectiveness of customer experience in accordance to CHP policies and processes.
  • Ensure skills proficiency to competently work across different customer channels ensuring the delivery of CHP standards customer service.
  • Demonstrate empathy in all dealings with customers to understand intent and requirements to provide appropriate customer focused resolution coaching and advising customers appropriately.
  • Resolve customer queries at first point of contact through complete understanding of tools, systems, workflow and guidance from specialist teams to ensure first time completion of customer queries. For more complex cases escalate in accordance to CHP procedures to specialist teams.
  • Coach and support colleagues in the Customer Resolution Centre relating to the effective resolution of customer queries, collaborating across the team to improve the collective knowledge base and understanding of our customers
  • Deliver outbound customer activity as defined by the Customer Resolution Centre Business Partner to ensure effective asset administration, compliance, planned maintenance, and stock condition assessments creating an easy and integrated experience for customers across all properties managed by CHP.
  • Undertake any other responsibilities relevant to this post, as directed by your line manager.

Transforming Lives

  • Embrace CHP's mission, strategic objectives and values by being a great team player who leads by example in line with our competency framework to do what it takes to ensure CHP's success, as well as customer excellence;
  • Taking responsibility for your own safety, you will follow correct procedures to ensure a safe and healthy working environment for yourself and others;
  • Adhere to the Risk Management Policy and notify your line manager of any identified risk;
  • Embrace equality, diversity and inclusion in the workplace and adhere to all other relevant policies and procedures.




  • GCSE, NVQ or equivalent, or equivalent demonstrable prior learning

Experience, knowledge and skills

  • Excellent communication skills;
  • High level of computer literacy covering office systems as well as CRM databases and systems;
  • Experience of working in a customer focused organisation;
  • Experience of customer care techniques;
  • Understanding of resource and workload planning;
  • Able to work as a member of a team;
  • Able to work flexibly in accordance with rotas and business requirements.

Values and Personal Competencies

  • Committed to CHP's mission and values as well as equality, diversity and inclusion;
  • Strong empathy and interpersonal skills;
  • Self-motivation with the ability to use own initiative.



  • NVQ2 or equivalent qualification in Contact Centre Operations, Customer Services.

Experience, knowledge and skills

  • Experience of working in a call centre or similar high-pressure environment;
  • Understanding of Housing Maintenance/Repairs;
  • Experience of working in housing maintenance.
  • Previous use of scripting systems
  • Previous use of housing management systems;
  • Previous use of work scheduling systems;
  • Previous use of telephony management systems.

Please ensure you take the time to answer the questions on the application form. Failure to do so will disqualify you from the process.

Committed to equality of opportunity, we welcome applications from all sections of the community. Applications for job share and part-time working will be considered on a business needs basis.

Early application is encouraged as we will review applications throughout the advertising period and reserve the right to close the advert early.


£25,162 pro rata Per Annum

Our benefits include a competitive pension scheme, a healthcare cash plan and numerous learning and development opportunities. We value our people and listen to feedback to ensure we are a great place to work and are able to attract and develop the careers of the best talent in the market.

Job Details

Not Specified
Chelmsford, Essex, United Kingdom
£ £ 25162.00-25162.00 Annual Annual