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Customer Services Advisor - Part Time - Permanent Contract

Posted: 29 Jun 2020 Closes: 31 Jul 2020
Livingston, West Lothian  Customer Services Advisor - Part Time - Permanent Contract
Permanent & Part-time horizon-housing-association/20200629120942

To provide a consistently high level of frontline customer services in all aspects of our day to day tenancy and property management services.  With the focus on frontline resolution, the post-holder will handle enquiries from customers via telephone, letter, email and in person.



The Organisation

Horizon Housing promotes and provides affordable housing and services to enable people, irrespective of impairment, to live full independent lives in the community of their choice. We own and manage over 800 properties in 12 local authority areas in Scotland, integrating housing to meet the specific needs of disabled people in inclusive communities.

We believe all members of society are equal and that everyone has something to contribute.  We are committed to supporting the development of diverse communities which include disabled people. We work to provide homes and housing related services which offer the opportunity for people to be independent and have choice and control in their lives.

The Job

The person in this post will be the first point of contact when tenants and customers contact Horizon. She/he will offer information, advice and guidance to tenants and customers on a range of general housing and maintenance issues, including recording repairs and defects, arranging appointments for visits and raising work orders.  Other areas of general housing and maintenance issues include tenancy management, arrears repayments and housing benefit entitlements, as well as signposting tenants to other support services including the tenancy sustainment team. 

The Customer Services Advisor will also make sure all customer enquiries are recorded and followed through to the satisfaction of the customer, and that all customers are dealt with in a sensitive and respectful way and in line with Horizon’s Customer Service Standards.

About You

We are looking for a person who enjoys and is very good at engaging and communicating with people in a welcoming, helpful and sensitive manner. Someone who cares about people and believes in the values of Horizon.

You will have

Excellent customer and communication skills – written, face-to face and on the telephone 

Very good knowledge of and commitment to good customer care, tenant participation and equal opportunities

Relevant experience of delivering a high-quality front-line customer services 

Experience of dealing with members of the general public 

Relevant administrative experience

You will also 

Enjoy working with people – having a welcoming and ‘can do’ attitude

Be able to work under pressure and be very good at managing your time to plan and prioritise effectively so that you achieve your deadlines and targets

Be flexible and accommodating, working on your own and as part of a team 

Have significant experience and advanced working knowledge of MS Office (Word, Excel and Outlook)  

For a comprehensive list of the essential and desirable criteria required for this post, please refer to the Job Specification in the Job information Pack.

CLOSING DATE:31 July 2020

INTERVIEW DATE:18 August 2020

What’s in it for you?

Horizon Housing is a partner in Link Group which offers excellent terms and conditions. As an Investor in People and Healthy Working Lives, Gold Award holder, we aim to provide a wide range of development opportunities and healthy living initiatives, as well as a wide range of development opportunities for staff.

We are committed to promoting work-life balance, we offer flexible working arrangements that can organised to suit individual requirements, within the needs of the business.

As a member of our staff you are our greatest asset and we are committed to developing and supporting you to be excellent at your job and fulfil your potential. You will have individual 1:1 support and have access to excellent training and development opportunities.

Our impressive benefits package includes access to a ‘defined contribution’ pension scheme, healthcare cash plan and employee assistance programme.  

How to Apply?

Our online application method is the most efficient way to apply and can be started by clicking the “Apply Now” button below. You must complete an application form to be considered for any of our vacancies and should upload a CV as part of your application.

We can offer suitable alternative methods to apply if requested including although not exclusively; hard copy, Braille and audio. You can request these by emailing our Resourcing Team at and detailing which format you would require.

Horizon Housing Association is an equal opportunities employer and we welcome applications from all sectors of the community, particularly disabled people and people from the black and ethnic minority community.  Our offices are fully accessible to wheelchair users and we will interview all disabled candidates who meet the essential criteria.


Horizon Housing

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