Contract: Permanent
Location: North London 

We are looking for a customer-focused Customer Service Representative (CSR) to support residents before and during works carried out in their homes. You will ensure households are fully informed, prepared, and supported, with particular focus on vulnerable residents or those requiring additional assistance.

Using a Household Profile Tool, you will help identify individual needs, build flexible appointment schedules, and minimise disruption while delivering a positive resident experience.

• Act as a main point of contact for residents before and during works

• Use household profiling tools to understand and support individual needs

• Build and manage flexible appointments to minimise disruption

• Provide additional support for vulnerable residents or those with disabilities

• Keep residents informed throughout the works

• Respond to queries and concerns in a professional and empathetic manner

• Work in line with client requirements and the company code of conduct

We deliver first-class customer service through:

• Effective communication

• Consultation and involvement

• Empathy and inclusivity

• Clear information and trust

• Innovative and resident-focused solutions

• Experience in a customer service or resident-facing role

• Strong communication and organisational skills

• Confident supporting vulnerable customers

• Calm, professional, and solutions-focused

This role is ideal for someone passionate about delivering inclusive, high-quality customer service and supporting residents through change.