Customer Advice Advisor

Job Title: Customer Advice Advisor (Telephone & Home Visits)

Job Description

We are seeking a customer-focused and empathetic Advisor to provide tailored advice and support to customers, particularly those in vulnerable circumstances. The role involves delivering support by telephone and through planned home visits, assessing individual needs and helping customers access appropriate services and financial assistance.

The successful candidate will build positive relationships with customers, provide practical recommendations, complete assessments and maintain accurate records to support effective service delivery.

Key Responsibilities

• Conduct inbound and outbound calls and provide face-to-face support during home visits.

• Assess customer circumstances and provide tailored advice and recommendations.

• Identify support needs and refer customers to relevant services and organisations.

• Manage customer caseloads, appointments and follow-up activities.

• Complete home assessments and maintain accurate digital records.

• Meet agreed KPIs, quality standards and service delivery targets.

• Deliver excellent customer service, demonstrating empathy and professionalism.

• Follow GDPR, safeguarding and organisational policies.

• Work collaboratively with colleagues and contribute to service improvements.

Essential Requirements

• Minimum two years' contact centre experience.

• Full UK driving licence and access to a vehicle for business use.

• Appropriate business insurance.

• Basic DBS check.

• Excellent communication, customer service and problem-solving skills.

• Strong organisational skills and the ability to manage changing priorities.

• Competent IT skills, including CRM systems and Microsoft Office.

• Ability to work independently and as part of a team.

• A professional approach and experience supporting customers with varied needs.

Desirable

• Experience conducting home assessments or providing specialist advice.

• Knowledge of housing conditions, household support services and available funding.

• Relevant professional qualifications or willingness to undertake further training.

What We’re Looking For

We are looking for a proactive, adaptable and compassionate individual who can deliver high-quality customer support, manage a varied workload and make a positive difference to people's lives