EPIC Limited
Customer Service Advisor (12-Month Fixed Term Contract)
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Who We Are & Our Journey
Hey there, great to see you looking into EPIC!
EPIC Housing is the proud custodian of approximately 1,400 homes across North Staffordshire with properties in Stoke-on-Trent, Newcastle-under-Lyme and the Staffordshire Moorlands. Our homes come in two flavours; ‘social’ and ‘affordable’ rents and our tenants are the real VIPs in our world.
Our focus is always on our tenants and their homes, but we’ve got an awesome culture too; where we grow, develop, and maybe even have a little bit of fun along the way. Despite our small crew, we like to keep things interesting and are always looking for opportunities and ways to improve and develop each other, and the way we do things. 'Smarter, simpler and slicker’ is our mantra!
And it’s not just about what you’ve got on paper. We want to know about the real you, and how when we work together we bring out the best in each other. So, here’s the scoop, we want someone who can match our values and our game plan to supercharge our services and be a top-notch community landlord for our tenants, their community and team EPIC!
Our Way of Working
We're all about keeping things flexible. We know that the intricacies of life don’t stop when you’re working so if you need to step away from your desk or run out to grab the kids from school, no problem at all! If you want to put in some extra hours to get a task done, go for it—we work on the basis of trust and accountability. What really matters to us is that the needs of our tenants run through your veins, your success, the quality of your work, and making sure you take care of yourself.
Benefits & Wellbeing
- No Probation Period – We are confident that we have appointed you based on your skills and interview, so why should you prove yourself again with a probation period
- Work-Life Balance – Wellbeing is top-priority to us here at EPIC. That’s why we offer a agile approach to enable you to work in a manner to suit you, our tenants and the wider organisation.
- Christmas Office Closure – Enjoy a festive break as we close down the office during Christmas, giving you the opportunity to relax and spend time with your loved ones without the need to use annual leave.
- Employee Assistance Programme (EAP) – All of us from time to time may need some help and support. Our confidential EAP Service can provide this to you, including counselling, and much more.
- Learning & Development – Our E-Learning Platform is accessible to all employees from day one, offering the opportunity to take control and grow within your role and the business as well as professional and personal development that’s right for you.
- Enhanced Maternity, Paternity & Adoption Pay – Along with other family-friendly policies and benefits to help you and your family along the way!
- 28 Days Holiday – With the ability to buy and carry over leave!
- And much, much more…why not request our benefits handbook?
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Our Values
- Fairness – We treat people equitably and make decisions based on facts, not personal opinions.
- Teamwork – We work with our tenants to ensure we deliver good services. We believe that using our combined strengths makes us a better organisation.
- Respect – We treat people with respect and act with courtesy.
- Understanding – We are empathetic, approachable, and act professionally.
- Excellence – We take pride in what we do and strive to improve services.
- Integrity – We are honest, dependable and do what we say we will.
Application Process
We want our candidates to have complete transparency of the recruitment process. This is why we do not hide our salaries or keep you guessing!
- Salary – £25,900
- Contract Type – 12-Month Fixed Term Contract
- Hours – 37 (Monday - Friday)
- Advert Opening Date – 31 July 2026
- Advert Closure Date – 28 August 2026
- Application Method – CV & Cover Letter
- Selection Process – One Stage: One-Hour Competency Based Interview
- Early Closure - Please note that from time to time, we receive a large volume of applications and therefore we may close our vacancy early. To avoid disappointment, we recommend applying today!
About The Role
Role Responsibilities
- Provide a full reception, telephone, email and online service.
- Deliver a high-quality, first-point-of-contact service to customers and stakeholders, providing accurate information and advice based on established policies and protocols, across a variety of platforms, and signposting to other parts of the organisation and/or partners as appropriate.
- Deal effectively with inquiries from customers using various communications methods and digital platforms.
- Undertake various administrative tasks for the business in an accurate and efficient manner, maintaining the integrity of core housing and other related systems.
- Accurate and timely updating of customer records in accordance with GDPR.
- Support applicants for housing, receiving, and processing applications.
- Log, order repairs, and carry out associated administrative tasks associated with the delivery of the repairs service, using and maintaining the integrity of core housing and other related systems.
- Assist in the allocation of properties, including processing housing applications and administering the waiting list.
- Process tenancy terminations and reletting empty properties ensuring established protocols are followed.
- Assist with income collection as required including taking rent payments.
- Manage all applications for the Right To Buy, Right To Acquire, and Rent To Buy schemes.
- Process Tenants Home Improvement requests in line with the relevant Policy, escalating decisions to other officers where necessary as per the procedure.
- Proactively engage with tenants to fulfil tasks related to delivering excellent customer care.
- Ensure that every at every opportunity when engaging with tenants, that data held is accurate and up to date.
- Ensure instances of escalation are actioned in a timely manner to the line-manager.
- To perform any other duties not specifically identified in the job description but which are in line with the general responsibilities of the post and the management of our housing stock.
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General Obligations – All Employees
- Take accountability for individual areas of personal and professional development, including the identification and communication of gaps in knowledge to execute the role proficiently.
- Effectively manage own workload ensuring mandatory training and company policy attestations are completed within communicated timeframes.
- Encourage a working environment and culture that aligns with the EPIC’s values that considers both colleagues and tenants in decision-making processes and quality of work.
- Maximising outputs by utilising and promoting EPIC’s information technology systems and associated equipment.
- Participating in regular team meetings, away days, and teambuilding activities to establish relationships and support a positive work culture.
- Adherence to company policies and industry regulations related to safeguarding to promote a safe and secure environment for employees, tenants, and stakeholders.
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