Customer Experience Advisor

Location: Ongo House

Contract Type: Temporary

Closing Date: 29 November 2021

Salary: £19117 (Pro Rata)

Specific Hours: 14.5

Customer Experience Advisor

Here at Ongo, we believe everyone has the potential to be great. It’s what drives us to come to work and do our jobs every day.

Most people know us as a landlord providing homes to 10,000 people and their families. But homes aren’t our business, people are.

We now wish to appoint Part Time 14.5 hours Flexible Customer Advisor’s (Temporary upto 12 months ) with a starting salary of £19,117 (pro rata) (Grade 5 Introductory) rising to £20,435 (pro rata) following a successful 6 month probationary period.

Brief Description:

  • The contract is for 14.5 hours per week during the hours of 9am and 5pm and hours. The main days of work required for all of these posts are Thursday and Fridays but there will be a need to be flexible on occasion during the week to manage demand for the service. Home working is available and agile working is encouraged across Ongo.
  • To provide a professional and efficient service to all customers over varying communication platforms such as telephone, face to face and digital platforms, with a focus on resolving the majority of enquiries right first time and in line with relevant policies and procedures
  • To liaise with specialist staff across all departments as necessary to resolve complex customer enquiries whilst retaining control of the contact where appropriate
  • To be able to process technical and maintenance enquiries and advise of resolutions from the enquiry
  • To provide customer excellence to all Ongo customers both external and internal

The successful candidate will be able to:

  • Excellent communication skills are required sometimes under pressurised scenarios
  • Be competent and adaptable to using different Information Technology platforms. This will include using different digital solutions including social media, web chat and able to navigate Apps and web portals.
  • Experience of delivering quality household maintenance advice and resolution service to a broad spectrum of the general public is desirable. Good communicators with Trade backgrounds especially in Plumbing and heating are encouraged to apply.
  • Ability to deal effectively and sensitively with members of the public by telephone, face to face and digital methods.
  • Ability to update and maintain CRM and appointment systems and records with a high level of accuracy and working within the guidelines of GDPR Legislation
  • Ability to work flexibly.
  • Work autonomously, be quick thinking and make decisions to best meet the customer needs
  • Be able to retain information and effectively guide customers through correct procedures this includes customer support for our MY Home application and Web Portal.
  • Have knowledge and experience in communicating across a wide variety of social media and digital platforms demonstrating good literacy skills.

As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy/ies. 


Closing date for applications – 29th November 2021

Interviews – 3rd December via Microsoft Teams

Apply now