ASB Customer Contact Advisor

Salary £30,769.20 per year

Location Hybrid - weekly office presence in either our Milton Keynes, Rushden or Boston office

This is a Temporary, Full Time vacancy that will close in {x} days at {xx:xx} BST.

The Vacancy

Do you have experience handling sensitive customer enquiries? Join our Customer Contact Team as an ASB Customer Contact Advisor, helping customers with ASB and neighbourhood queries while identifying risks, providing early support and making sure concerns reach the right teams.

Salary: £30,769.20 per year

Contract: Fixed term contract until end of December 2027

Your week: 36.25 hours - Monday to Friday 9:00am to 5:00pm

Location: Hybrid - weekly office presence in either our Milton Keynes, Rushden or Boston office

You can read about our fantastic colleague benefits here - Amplius colleague benefits

Snapshot of your role

Act as the first point of contact for ASB, neighbourhood management and wider customer enquiries, providing a professional and empathetic service.
Triage and risk assess enquiries, create accurate cases, agree actions and allocate them to the appropriate teams.
Respond appropriately to safeguarding and domestic abuse disclosures, escalating concerns in line with Amplius policies and procedures.
Meet performance standards for call handling, communication timescales and customer satisfaction, while maintaining accurate records.
Use customer feedback and call monitoring to identify opportunities to improve services, encourage digital channels and support smarter ways of working.
Keep knowledge up to date across ASB, safeguarding, domestic abuse and other service areas through training, coaching and ongoing development.

What you’ll need to thrive in this role

A Level 3 QCF recognised housing management qualification, or willingness to work towards it.
Experience working in a customer service or contact centre environment, including handling sensitive or complex calls.
Knowledge of customer service best practice, safeguarding responsibilities, domestic abuse procedures, confidentiality and data protection.
Experience accurately recording case information using CRM or case management systems, with confidence using Microsoft Office applications.
Strong communication, problem-solving and triage skills, with the ability to assess risk, prioritise effectively and remain calm during challenging conversations.
A customer-focused, empathetic and resilient approach, with the ability to work collaboratively, take ownership and commit to learning and development.

Important – Right to work in the UK is an essential requirement. We do not provide sponsorship.

Please read the attached Job Description before applying so you get the full scope of the role.

Closing: 23rd September

Interviews on MS Teams: 1st October

We reserve the right to close the vacancy early in response to an overwhelming number of applications or a change in business priorities.

If you have any questions, please contact the Amplius Talent Team and we’ll be happy to assist you.

The Company

Amplius is one of the largest housing providers across the Midlands, East and Southeast of England. We own and manage more than 40,000 homes and deliver a range of quality services, including care and support, specialist housing and home ownership options. We’re a team of over 1,300 colleagues driven to have a positive impact on people’s lives and provide affordable homes that make a difference.