Customer Experience Advisor - PART TIME
Flexible (can be based from any of our office locations)

Job reference: CEX-19295

Location: Flexible (can be based from any of our office locations)

Closing date: 20/02/2022

Salary: Circa £21,500 per year pro rata

Employment type: Permanent

Department: Customer Experience

Hours per week: 11

Duration: Not specified

Are you passionate about engaging with customers and listening to feedback? If so, you may be interested in our opening for a Customer Experience Advisor! (Part time role - 11 hours per week)

The role

As a Customer Experience Advisor, you will actively contact our customers to gain feedback on their experiences. You’ll use your effective and friendly communication skills to ask customers questions about our services and to identify ways in which we can improve.

Our in-house survey programme is extensive, and you’ll be talking to our customers about a wide variety of subjects such as anti-social behaviour, repairs, complaints and lettings.

Another key part of the role is supporting the Service Improvement Team to gather important insights to inform service improvement plans.

We will consider part time applicants wishing to work 11 hours per week. We encourage applicants who are looking for flexible working hours!

The location

We’re flexible with the office location as it depends on which is most convenient for you. So, you’ll be based at one of the following:

  • Our modern, vibrant office in the heart of the historic Horsham town; being a convenient location which is close to a selection of shops, bars and restaurants and just a 5-minute walk from the train station
  • Our office in Farringdon, the buzzing yet cultural area of London which is centrally located and easy to access via various means of transport.
  • Our friendly office ‘The Courtyard’ in the centre of Newport, Isle of Wight, close to various amenities and local transport

What we need from you

  • Exceptional communication and questioning skills
  • Ability to demonstrate effective problem solving
  • Impeccable attention to detail, able to capture accurate information and identify ways to enhance service delivery
  • To be target driven, ensuring that we speak to a wide variety of our customer base
  • Experience of working in a ‘customer first’ environment

There is an option to include a cover letter with your application. Please use this opportunity to provide additional information on how you meet the criteria as set out in the person specification, and why you are the best candidate for this role.

What we’ll offer you

  • A salary of £21,500 per year (pro-rata for part-time hours)
  • 23 days holidays pro-rata, (plus public holidays) and as we close between Christmas and New Year, we give you another 3 days!
  • The chance to buy additional leave
  • £250 in vouchers as part of our colleague referral scheme
  • Ongoing support for your wellbeing
  • An inclusive environment where it’s OK to be you!
  • Flexible benefits with some really exciting options which you can find out more about here!



Our customers come from all walks of life, and so do our colleagues. We actively encourage applications from people of any background who can bring an array of experience, skills and culture to our business, making us stronger and united. We celebrate our diversity and offer a safe environment where you can feel comfortable to truly be yourself. We’re proud to be part of various networks including BAME, The Women’s Network, PRISM – we’re also a Stonewall Diversity Champion, allowing those from within the LGBTQA+ community to feel empowered to express themselves freely without prejudice.

As a Disability Confident employer with disabled-friendly offices and remote working opportunities, we actively encourage everyone to come and work for us, regardless of any form of disability. As such, we’ll happily make any reasonable adjustments throughout the recruitment process to help you, should you need it. If you need additional support with your application due a disability, please contact us at recruitment@shgroup.org and we’ll be happy to help.

Closing Date:  2nd February 2022. The successful candidate will start ASAP.

Please be aware that due to the nature and sensitivity of this role we aren’t able to consider applications from Southern Housing Group residents.  

Southern Housing Group is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment.

Please note that colleagues who are at risk of redundancy due to the current business reviews will be given priority consideration for this role.  Applications from colleagues who are not at risk will be considered if there are no expressions of interest from ‘at risk’ colleagues.


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