Customer Service Officer


Salary – £18,300 – £21,700 per annum – depending on skills and experience

Contract type – Permanent

Working hours – Full Time (37 hours)

Closing Date – 6 Decemeber 2022

Interview Date – TBC

About the role

We are recruiting for Customer Service Officers in our contact centre based in Chippenham, Wiltshire. Our full-time positions are Monday to Friday and part of our rotating shift pattern between the hours of 8am and 7pm, working a total of 37 hours per week.

The role is all about delivering for our customers. Our contact centre is the first point of contact for our customers. It`s our job to provide the support they need and we will equip you to do exactly that!

Some of the things you can expect as part of this role:

  • Answer customer calls/emails and provide accurate, satisfactory answers to their queries or concerns
  • Use our systems to accurately raise new repair requests, review notes from other colleagues and communicate with other departments when required
  • De-escalate situations involving dissatisfied customers, following the appropriate processes to deliver the best outcome
  • Collaborate with team members in a variety of team huddles and team meetings
  • To help you do all of the above to the best of your ability, we will:

  • Arrange for regular catch ups with your Team Leader to review your performance
  • Deliver regular training on our systems and ways of working throughout your induction period and beyond
  • Give you lots of feedback so that we can celebrate when things are going well, or provide additional support if there is something that you`re struggling with
  • Provide real-time support each day
  • About you

    Our contact centre has a wide variety of personalities within it, but one thing that is consistent is that we all come to work to help our customers; so you`d need to have that mindset too!

    Some of the specific things we need from you would be:

  • Strong communication skills, both written and verbal
  • Great active listening skills
  • Stay calm when dealing with difficult situations
  • Exceptional interpersonal and rapport building skills
  • A patient and empathetic attitude
  • Strong time management skills
  • Comfortable working in fast-paced environments
  • Good ability to troubleshoot issues, particularly when customer are reporting faults with their property
  • Computer literacy, we use a variety of different systems
  • Team player
  • About us

    GreenSquareAccord is one of the biggest social housing and care providers in England.

    We believe passionately in our mission to build better lives and provide social housing and support services to 54,000 people across our four localities. We are proud to play an active role in helping people to deal with the consequences of the housing crisis by providing affordable homes for people in our communities who need them most.

    We also provide care and support to some of the most vulnerable people in society. This includes support for people who are homeless, experiencing domestic violence or are part of the criminal justice system.

    Our purpose

    We are proud to be able to support tens of thousands of people across England by providing affordable housing and care to help people live independently.

    Our focus is on building better lives. Everything we do is about people – whether that`s providing a good quality, safe home or providing care which helps someone to live an independent life.

    Our colleagues live and breathe this social purpose and we need great people, with skills across a range of disciplines, to make this happen.

    Working for GreenSquareAccord gives you the chance to bring your skills and expertise and make a real difference. It doesn`t matter which role you are considering applying for, your work will help thousands of people build a better life.

    The GSA Way

    We know that how we do things is just as important as what we do. To help us make a difference, together, we created the GSA Way.

    A culture we commit to, aspire to, and live and breathe. Commitments and behaviours which together make our organisation what it is.

    Our five core commitments are:

  • We believe our customer is everything
  • We are one team
  • We are supportive and caring
  • We are business-minded for social purpose
  • We are curious and ambitious.
  • You can read more about the GSA Way in our recruitment pack.


    In support and recognition of our colleagues who will help us deliver our employer strategy, we offer a fantastic benefits package. This includes; annual holiday entitlement (plus statutory bank holidays); a defined contribution pension scheme; trust based flexible working and a Confidential Employee Assistance Programme (EAP).

    All individuals who apply to work at GreenSquareAccord are considered on their merits in line with our Diversity and Inclusion strategy and policy.

    GreenSquareAccord are a Disability Confident Employer therefore we actively encourage applications from individuals with disabilities and try to provide access, adjustments, equipment or other practical support where required. All applicants with a disability who meet the `essential eligibility criteria` for the role, as detailed in the job description, are guaranteed an interview.

    If you need any assistance, adjustments or adaptations throughout our selection processes please let us know.

    Closing Date – 6 Decemeber 2022

    Interview Date – TBC

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