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Customer Contact Advisor, PHOENIX COMMUNITY HOUSING
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About the Role
As a Customer Contact Advisor at Phoenix Community Housing, you will deliver a consistently high quality, effective, and empathetic service to all residents and other customers whenever they contact us. Provide a responsive service to customers contacting us by telephone, in person, or digitally, consistently striving to resolve customer enquiries at the first point of contact where possible.
The successful applicant will use their knowledge and skills to give accurate, relevant information in response to general enquiries and repair queries/appointments, ensuring accuracy when recording conversations and interactions with residents.
Requirements
- Experience of working in a customer-focused environment, dealing with customers from a variety of backgrounds and an understanding of office and administrative procedures is essential, as well as knowledge of data protection regulations.
- A good understanding of housing and repairs would be beneficial.
- A focused, solution-oriented, and collaborative approach to working within a team and a wider community while maintaining a positive approach to excellent customer service, care delivery, and a commitment to quality is also required for this role.
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Job Details
- 5x Customer Contact Advisors with three different shift patterns:
- Full time (36 hours per week), 5 days per week - £36,076 per annum
- Part time (20 hours per week, 5 days per week) - £20,042 per annum
- Part time (16 hours per week, 4 days per week) - £16,034 per annum
- Please specify in your application which shift pattern you are applying for.
Application Deadline
The roles close at 23:59 on Tuesday 11 August 2026.
Interview Schedule
Interviews will take place on 18 and 21 August 2026.
About Phoenix Community Housing
Phoenix is a housing organisation with a difference. We’re led by our residents, with a tenant as our Chair and with residents as the largest group on our Board. Some housing associations talk about resident involvement. We live and breathe it every day.
We believe this is our core strength and it’s helped us achieve a wide range of accolades and awards.
We’re based in south Lewisham, London, and are proud to be building new homes in our area. We’ve grown as a housing association, taking on the management of 1,500 more homes in late 2021 to bring our total number of homes to around 7,800.
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Our new Corporate Plan will help us deliver on our vision of ‘together building a better future for our Phoenix Community’, supported by strategies to refresh our approach to resident involvement, customer service, sustainability, and ensuring that all residents can enjoy good quality, safe, and affordable homes.
Our big ambitions apply to our staff too. We are pleased to offer a generous benefits package, including our wellbeing programme, comprehensive learning and development, and a culture of employee involvement.
If you think you’re the right person to help us make the next stage of our journey, then we’d love to hear from you. We strongly believe in a work-life balance, so we’d be pleased to talk about part-time flexible working and job-sharing options.
Phoenix is committed to safeguarding and promoting the welfare of vulnerable groups, and we expect all staff and volunteers to share this commitment.
We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, or age.
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