Clarion Housing Group
Contact Centre Advisor
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Location: Hybrid with a base location in Maidstone, Kent
Salary: £28,372 - £32,778 per annum
Hours: 36 hours per week
Contract Type: Permanent
This is a great opportunity to join our team - Employer of the Year Housing Heroes awards 2025
About the role
We are looking for friendly, resilient and customer-focused Contact Centre Advisors to join our large, fast-paced contact centre. As the first point of contact for our customers, you will play a vital role in delivering a professional, helpful and efficient service across a range of enquiries.
You will handle customer contact through a variety of channels, including telephone, email, web chat and digital platforms. Every interaction will be an opportunity to listen, understand, resolve issues where possible, and make sure customers receive clear, accurate and supportive advice.
What you'll be doing
- Responding to customer enquiries promptly, professionally and with empathy.
- Taking ownership of customer queries and working to resolve them at the first point of contact wherever possible.
- Accurately recording customer information, actions and outcomes on our systems.
- Providing clear advice, guidance and updates in line with policies, procedures and service standards.
- Managing a high volume of customer contact while maintaining quality, accuracy and care.
- Identifying when issues need to be escalated and working with colleagues or specialist teams to achieve the right outcome.
- Supporting customers who may be frustrated, distressed or vulnerable, using calm and confident communication.
- Contributing to team targets, service improvements and a positive contact centre culture.
About You
You do not need to have worked in a contact centre before, but you will need to be confident speaking with customers, comfortable using computer systems, and committed to delivering a great customer experience.
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We are looking for someone who can bring:
- Excellent communication skills, both verbal and written.
- A calm, patient and empathetic approach to customer service.
- The confidence to handle challenging conversations professionally.
- Strong attention to detail and the ability to record information accurately.
- Good organisation skills and the ability to manage competing priorities.
- A positive attitude, willingness to learn and ability to work well as part of a team.
- Basic IT skills and confidence using systems, emails and digital tools.
- A commitment to equity, diversity and inclusion, treating every customer with respect.
What we offer
- Full training and ongoing coaching to help you succeed.
- A supportive team environment with clear guidance from experienced leaders.
- Opportunities to develop your skills and progress your career.
- A role where you can make a real difference to customers every day.
- Excellent benefits including a generous pension scheme, life assurance and company bonus.
Our commitment to Equity, Diversity and Inclusion
We are committed to building an inclusive workplace where everyone feels valued, respected and able to be themselves. We welcome applications from people with different backgrounds, experiences and perspectives, and we will make reasonable adjustments to support candidates throughout the recruitment process.
Apply now
If you enjoy helping people, solving problems and working in a busy, supportive environment, we would love to hear from you. Apply today and take the next step in your customer service career.
Closing Date: Sunday 16th August 2026 at midnight.
Act now - This vacancy may close early without notice.
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Location: You'll be based from our Maidstone office. You'll work full time from the office for the first 8 weeks, whilst in training and academy. We know that flexibility matters. This role offers a hybrid working model in line with business needs. We'll provide the tools and support you need to succeed wherever you're working.
Assessment Process:
If you're shortlisted, we'd love to invite you for a quick chat with the hiring panel! If all goes well and you're shortlisted again after the call, you'll be invited to attend a face to face interview at our Maidstone office during week commencing 24th August 2026.
Training:
Please note successful applicants will be required to undertake an 8-week training programme, which will take place at our office in Maidstone. The start date will be 14th September 2026. You'll be required to attend on a full-time basis; Monday to Friday, with no annual leave during this time.
If this sounds like an opportunity for you then please review the full role profile on our website before applying.
Salaries are just the starting point. Here at Clarion we're dedicated to rewarding hard work and commitment, and providing benefits that support you and your lifestyle.
Not sure who we are and what we do? Click 'apply' to visit our website where you can dive in and find out more about us and the benefits we offer.
At Clarion Housing Group, we support the responsible use of AI. Please visit our website to view your guide to using AI during your recruitment process.
You must be eligible to work in the UK to apply for this vacancy; Clarion are not able to offer visa sponsorship. You are required to reside in England or Wales for the duration of your employment.
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