Job Vacancy

Customer Service Advisor

Tunbridge Wells

About the role

Role Summary

As a Customer Service Advisor, you will be the first point of contact for our customers and will ensure customer satisfaction in line with our service strategy. 

This role would suit a highly motivated and conscientious individual who is customer focussed, with excellent attention to detail. You need to have good people skills along with the ability to be flexible and adaptable. A positive team-player, you will bring excellent communication skills coupled with the ability to support colleagues and our residents with a range of different enquiries.


£24,817 p.a

Hours of Work:



12 month Fixed Term

Probation Period:

6 months

Notice Period:

1 month

Who are we?

Town and Country Housing are a housing association that covers Kent and Sussex, with our head office in Tunbridge Wells. We provide more than 10,000 homes in 15 local authority areas and became a subsidiary of the Peabody Group in 2019. We currently have over 300 employees based at various locations across Kent and promote hybrid working.


Meet your Manager

"I have been at Town and Country Housing for over 3 years now, joining initially as maternity cover and progressing to the position of Customer Services Manager.

This is the best company I have worked for and the people here make it more enjoyable every day."

Jason Livingston, Customer Services Manager


What will you be doing?

Role Specific Responsibilities

  • Ensure customer contact is achieved within set timescales, including taking telephone calls and responding to emails/webchats.
  • Respond to online customers and provide standard written responses in conjunction with the Senior Advisor or the Customer Services Manager.
  • Taking customer repair calls, diagnosing issues & booking repairs appointments.
  • Participate in training, following identification of needs through a training needs analysis.
  • Take an active role in the implementation of new customer service initiatives.
  • Participate in projects and workgroups at the request of the Customer Services Manager.
  • Assist the Customer Services Manager in the implementation of policies and processes aligned with customer care, with a view to improving performance from customer feedback.
  • Ensure processes are written for the customer service operation and regularly maintained.
  • Ensure full business continuity is achieved by providing cover for the operation where necessary.
  • Ensure full compliance with the equality and diversity regulations.
  • Participate in customer engagement and feedback with a view to continuous improvement.
  • Liaise with other departments/staff/outside agencies as appropriate.
  • Comply with operational Key Performance Indicators in line with departmental target.


  • To adhere to the Group’s equal opportunities policy and to actively promote equality of opportunity wherever possible.
  • Recognise, respect and promote the different roles and diversity of the individuals within the Group.
  • To actively contribute towards the Group’s key performance indicators and professional standards.
  • Work in accordance with the General Data Protection Regulations (GDPR) and Data Protection Law and be responsible for the integrity of personal information you process. This may include identifying anomalies in data and investigating and correcting them where appropriate. Ensure you attend training on data protection regularly.
  • To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act (1974) and relevant EC directives.
  • To participate in training and attend other meetings and staff events as required.
  • To undertake other such duties as may be reasonably expected from time to time.
  • Be an effective member of your team, presenting a positive impression of your section and the Group.
  • This job description is a guide to the nature of the work required. It is not comprehensive and does not form part of the contract of employment.

About You

Education & Qualifications

  • GCSE or equivalent education.

Key Skills & Competencies

  • Office administration experience.
  • Customer service experience essential.
  • Microsoft Office experience.
  • Knowledge of housing issues, including equal opportunities and housing associations is desirable.


  • Calm, confident and approachable manner.
  • Excellent communication skills, face to face and via telephone.
  • Ability to think and act quickly in a pressurised environment.
  • Proven ability to negotiate outcomes and solve problems.
  • Experience of using own initiative to implement and improve work systems.
  • Ability to prepare and interpret numerical data and to explain to others.
  • Proven ability to plan and manage own workload.
  • Ability to work well as part of a team.
  • Desire to provide excellent customer service.
  • Resilience when dealing with difficult situations.

Why Choose Us

  • Contributory pension scheme 4% to 10% matched contributions
  • Hybrid working
  • Free onsite car parking
  • Life assurance of 4x annual salary (Terms and Conditions apply)
  • 30 days annual leave in addition to bank holidays
  • Two volunteer days per year
  • Employee assistance programme (24/7 telephone advice, information portal & face to face counselling sessions)
  • Corporate eye care scheme providing free eye tests and free VDU glasses or contribution towards VDU glasses
  • Extensive annual Staff Wellbeing programme
  • Enhanced maternity, paternity, and shared parental leave provision
  • Flexible annual benefits (for dental, healthcare, shopping vouchers, technology etc.)
  • Annual flu vaccinations
  • Access to an extensive range of corporate discounts on shopping, travel & days out
  • Social events, including lunchtime walking, rounders, festive Fridays
  • Travel loan

Our Values

Our culture is about the shared values, beliefs and behaviours that determine how we do things, then the ways and systems of working that help to get those things done.

Our new values, principles and behaviours will put customers at the heart and provide the foundation for the culture of the new organisation. Only by delivering a cohesive and customer-focused culture will we be able to achieve our purpose and priorites.

We have taken an inclusive and collaborative approach to developing the following values, working together with colleagues, customers and the Board:


Equal Opportunities Statement

TCH is an equal opportunities employer committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, gender, gender reassignment, sexual orientation, pregnancy and maternity or paternity, race or ethnicity, religion or belief, marriage and civil partnership, or caring responsibilities.

We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join TCH.

We are recognised as a ‘Disability Confident Committed Employer’. As part of this commitment, individuals who disclose at application stage that they have a disability, will be invited to interview provided they demonstrate that they meet the minimum criteria for the vacancy. Candidates will be asked if they require any support or reasonable adjustments to enable them to fully participate in the recruitment process.



Internal Applications

Please send a letter clearly demonstrating how your skills and experience meet the criteria contained on the job description and person specification to the HR inbox.

External Applications

Please complete our online application form by clicking the Apply button below. We reserve the right to bring the closing date forward, so we strongly encourage early applications.

Please note: As an employer, Town & Country Housing does not provide sponsorship as a licensed UK employer.

Key dates

Applications Close:

Sunday, 21 April 2024

Interview Date:

Wednesday, 24 April 2024