23 Customer Services jobs in Kelso, Scottish Borders

Salary: £31,673 - £34,958 per year (pay award pending) 

Location: Selkirk, Scottish Borders

Contract: Permanent

Hours: Monday to Friday, 35 hours per week

Closing date: 7 May 2025

SBHA are looking for a Senior Customer Service Adviser with a strong background in administration, exceptional customer service skills, and a keen analytical mindset to help manage complex cases of damp and mould in SBHA homes.

You will play a key role in delivering excellent tenant experiences, acting as the main point of contact between SBHA and its tenants in persistent and challenging cases. You’ll ensure that each tenant is treated with fairness and respect, their individual needs are understood, and they receive clear, high-quality information and equitable access to support.

This is a unique opportunity to join a dedicated specialist team making a real difference—improving the safety, comfort, and quality of life for SBHA tenants across our communities.

Key Responsibilities

• Acting as a specialist adviser, you will be responsible for providing administrative and analytical support to assist the Neighbourhood Property Officer (Damp & Mould) with case management of the Association’s persistent and complex damp and mould cases. Key responsibilities include:
• Manage and respond to enquiries related to persistent and complex damp and mould cases, seeing each case through to resolution where possible.
• Maintain clear, ongoing communication with tenants, preparing action plans, risk assessments, and case reports.
• Provide administrative support for case management, including arranging decants, attending multi-agency meetings, and updating case files and performance data.
• Deliver advice and support to tenants, making appropriate referrals to SBHA support services and external agencies as needed.
• Support the Neighbourhood Property Officer (Damp & Mould) in delivering a proactive service and act as a main contact point for complex cases.
• Ensure all materials and information related to damp and mould are accessible, up to date, and easy for tenants to navigate.
• Monitor and improve the effectiveness of the specialist service through feedback, service reviews, and sector best practice, including exploring innovative approaches and technologies.
• Collaborate with internal teams and partners, support customer service staff, and provide cover during absences or peak periods.

Candidate Requirements

• Educated to SCQF Level 4, including English and Maths. 
• HNC or equivalent in Administration or similar, or able to demonstrate equivalent through experience.
• Experience working in a dynamic team in a multi-agency partnership environment. 
• Experience in an administrative or customer services role within a Housing Association or similar organisation with a minimum of 3 years' experience.
• A sound understanding of data protection legislation and experience of handling confidential information.
• Excellent people skill with proven ability to interact effectively with customers and colleagues positively and sensitively. 
• Exceptional customer service and communication skills.
• Ability to identify and manage risks effectively.
• Confident in the use of Microsoft Office suite including Word, Excel, PowerPoint and Outlook.

Please read through the entire job description and person specification on our career site before applying. We also advise that you read the 'guidance for applicants' page on our site to ensure your application demonstrates your suitability for this role.

Benefits

Being part of the SBHA team, you will enjoy a fantastic range of benefits including a flexible working, a competitive salary, generous annual leave, generous sick pay entitlement, life assurance and a good pension scheme. You will be part of a team that is interested in your wellbeing and development, and work in an environment where you can flourish.

Scottish Borders Housing Association is not a licensed sponsor under the appropriate UK Government regulations and does not invite applications from, nor engage in sponsoring, overseas applicants who do not already have the right to live and/or work in the UK. The Association will not engage in any enquiries or enter into negotiations from individuals or Agents in this regard.