Lead Business Customer Service Advisor

PH Jones is looking for an experienced and confident Lead Business Customer Service Advisor to join our busy operational Social Housing support team in Croydon.

This is an important customer and client-facing role, working closely with our client, field operations teams and Tenant Liaison Officers to help ensure work is coordinated effectively and tenants receive a consistently high standard of service.

Working as part of a large administration team of Business Customer Service Advisors, you will provide senior-level operational support, help resolve more complex enquiries and act as a key point of contact when issues require additional ownership or coordination.

What You’ll Be Doing

Your day-to-day responsibilities will include:

• Providing high-quality support directly to our client and maintaining clear, professional communication.
• Working closely with field operations teams and Tenant Liaison Officers to coordinate activity and resolve operational issues.
• Taking ownership of complex tenant, client and operational enquiries through to resolution.
• Supporting and guiding Business Customer Service Advisors with processes, priorities and more challenging cases.
• Monitoring workloads and helping the team respond effectively to changing operational priorities.
• Managing daily email and telephone communications with customers, clients and internal teams.
• Logging customer contacts and new work accurately on the relevant systems.
• Booking and managing appointments and supporting effective engineer scheduling.
• Ensuring systems and work records are updated with clear, accurate and timely information.
• Identifying potential delays, service risks or tenant concerns and escalating these appropriately.
• Supporting the resolution of complaints and sensitive situations in a professional manner.
• Helping maintain strong service standards across the wider administration team.
• Supporting reporting, work tracking and general administration to ensure smooth operational delivery.

This role would suit an experienced customer service or operational administration professional who is ready to take on greater responsibility within a busy, client-focused environment.

You will ideally have:

• Previous experience in a senior customer service, lead advisor, operational support or similar role.
• Experience working in a busy office, contact centre, housing, repairs, maintenance or field operations environment.
• Confidence communicating directly with clients and operational stakeholders.
• The ability to manage complex enquiries and take ownership through to resolution.
• Experience supporting colleagues, sharing guidance or acting as an escalation point.
• Excellent written and verbal communication skills.
• Strong organisation and prioritisation skills, with the ability to respond when operational requirements change.
• A calm, professional and solutions-focused approach.
• Excellent attention to detail and a commitment to maintaining accurate records.
• Confidence using Microsoft Office, including Outlook, Word and Excel.
• The ability to work effectively as part of a large administration team.

Experience working with field-based teams, Tenant Liaison Officers or within social housing repairs and maintenance would be particularly beneficial.

What We’re Looking For

We need someone who can build positive working relationships, communicate confidently and provide additional support across a fast-paced operation., If you are an experienced customer service or operational administration professional looking to take the next step into a lead-level role, we would love to hear from you.

You will be someone who:

• Takes ownership and follows issues through to completion.
• Remains calm and professional when managing challenging situations.
• Builds trust with clients, tenants and operational colleagues.
• Identifies problems early and takes a proactive approach to resolving them.
• Supports others while remaining accountable for your own workload.
• Understands the importance of accurate information, clear communication and excellent customer service.

Why Join Us?

• Competitive pay of £15.54 per hour.
• A temporary-to-permanent opportunity with the potential to build a longer-term career.
• A senior operational support role with direct client and field operations exposure.
• The opportunity to work within a large, established administration team.
• A role where your organisation, judgement and customer service skills can make a genuine difference.
• Valuable experience supporting customer-focused field operations and service delivery.