To act as the single point of contact for customers, taking full ownership of enquiries across all channels and resolving issues at the first point of contact wherever possible. The role is responsible for diagnosing, resolving, and completing customer requests end-to-end, minimising hand-offs and ensuring customers receive a professional, caring and timely service. Where resolution cannot be achieved immediately, the postholder retains ownership and proactively manages the enquiry through to conclusion. Key Responsibilities and Accountabilities resolving customer enquiries directly wherever possible, using systems, knowledge and internal relationships to avoid unnecessary escalation. Where escalation is required, retaining ownership and ensuring timely resolution. Customers should only need to make one contact wherever possible · The Customer Services Advisor is responsible for resolving enquiries at first point of contact without unnecessary hand-offs Ownership remains with the CSA until the issue is fully resolved, even where other teams are involved providing focus on resolution, not routing Authorised to resolve customer enquiries without referral within agreed service boundaries Able to raise and progress repairs, update accounts, and resolve common issues at first contact Expected to use judgement to deliver the right outcome for the customer, within policy and procedure Escalate only where necessary, not as a default Identify and resolve expressions of dissatisfaction at the earliest opportunity, preventing escalation to formal complaints where appropriate Accurately log complaints in line with the Complaints Handling Code Take ownership of Stage 1 responses where required, ensuring timely and high-quality communication Demonstrate a good understanding of the Complaints Handling Process and provide support when needed to the complaints officer To support resident enagement activities and other corporate teams Standard responsibilities Adopt and comply with Karibu values, policies and procedures, and regulatory frameworks including: Code of Conduct Health & Safety Data Protection, privacy and use of IT resources Regulatory standards and probity Risks and internal controls framework Human Resources policies and procedures Equality and diversity No role profile can cover every issue which may arise within the post at various times. The post holder is expected to carry out other duties from time to time, which are broadly consistent with those described. Job Type: Full-time Pay: £30,769.00 per year Benefits Company pension Experience: Customer service: 1 year (preferred) Work Location: In person