Customer Service Advisor

Thank you for your interest in joining EPIC.

As a proud Housing Today Good Employer, we're committed to creating a workplace where colleagues feel valued, supported and able to thrive. We know people bring much more than what's written on a CV, and we're keen to learn about the experience, skills and perspectives you could bring to EPIC. If that sounds like the kind of organisation you'd like to be part of, we'd love to hear from you.

Every day, we help people access safe, affordable homes and support thriving communities across North Staffordshire. EPIC manages around 1,400 homes in Stoke-on-Trent, Newcastle-under-Lyme and the Staffordshire Moorlands. We work closely with local authorities and partners to ensure that tenants’ homes meet their needs.

Around 25% of our properties are made up of family-sized homes, and we offer a mix of houses, flats, and bungalows.

Our focus is always on tenants and their homes, but we're equally proud of the culture we've built. It's an environment where people can grow, develop and feel connected, supported and valued. Being a smaller organisation means people can make a real difference, contribute ideas and see the impact of their work.

We know a CV can only tell part of the story. We're keen to learn more about you, your experience and the unique perspective you'll bring to EPIC. We're looking for someone who shares our values and wants to help us deliver great services, support communities and contribute to the continued success of EPIC.

Through the EPIC Connection, we're continuing to shape the kind of culture we want at EPIC – one built on strong relationships, trust, open communication and shared responsibility.

It's about moving beyond simply getting the job done to thinking about how we work together and the difference that makes. We want colleagues to feel empowered to make decisions, confident to share ideas and challenge constructively, and supported to learn and grow. We encourage people to work across teams, build strong relationships and take ownership for delivering the best possible outcomes for tenants.

For us, connection also means making time to listen and learn from one another. We create opportunities for colleagues to come together, share experiences and ideas, and help shape how EPIC develops. As a smaller organisation, every colleague has a voice and the opportunity to make a genuine contribution to our culture and our future.

Our way of working

We know that life doesn't stop when you're at work. Wherever possible, we support flexible ways of working that help colleagues balance their work, wellbeing and personal commitments while continuing to deliver great services.

What matters most is that we deliver excellent services for tenants, support one another as colleagues and create an environment where people can perform at their best while maintaining their wellbeing.

A message from our CEO

“Choosing where you work is an important decision, and I want EPIC to be somewhere people feel they can be themselves, make a difference and enjoy being part of what we’re trying to achieve.

We’re a relatively small organisation, and I think that’s one of our strengths. People know one another, ideas can be heard and everyone has the opportunity to make an impact. We won’t always get everything right, but we want to be an organisation that listens, learns and keeps improving.

If you join us, we’ll expect you to bring your ideas, experience and perspective – and to play your part in making EPIC an even better organisation for our tenants, our communities and each other.

If that sounds like somewhere you could see yourself, I hope you’ll consider joining us.”

Tracey Johnson

Chief Executive

Benefits and wellbeing

• Supported from day one – rather than a formal probation period, we focus on providing the support, feedback and development you need to settle into your role and succeed at EPIC.
• Work-life balance – we recognise that everyone has commitments outside of work and support flexible ways of working that balance the needs of colleagues, tenants and the organisation.
• Christmas office closure – enjoy additional time off over the festive period without using your annual leave entitlement.
• Employee Assistance Programme (EAP) – a confidential service offering advice, counselling and support whenever you need it.
• Health Cash Plan – helping you and your family with the cost of everyday healthcare expenses.
• Salary Exchange Scheme – helping you maximise the value of your pension contributions through a tax‑efficient arrangement.
• Learning and development – access to our eLearning platform from day one, alongside opportunities for professional and personal development throughout your career with EPIC.
• Enhanced maternity, paternity and adoption pay – supporting you and your family through important life events.
• 28 days holiday (pro‑rate) – with the option to buy additional leave and carry forward unused entitlement.

These are just some of the benefits available at EPIC. For full details, please request a copy of our benefits handbook.

Our Values

• Fairness – we treat people equitably and make decisions based on facts, not personal opinions.
• Teamwork – we work with our tenants to ensure we deliver good services. We believe that using our combined strengths makes us a better organisation.
• Respect – we treat people with respect and act with courtesy.
• Understanding – we are empathetic, approachable, and act professionally.
• Excellence – we take pride in what we do and strive to improve services.
• Integrity – we are honest, dependable and do what we say we will.

Application process

We aim to be open and transparent throughout our recruitment process, including providing clear information about salary, timescales and selection methods.

• Salary – £25,900
• Application method – CV and optional cover letter
• Selection process – one stage: one‑hour competency based interview
• Early closure – we may close this vacancy before the advertised closing date if we receive a high volume of applications. To avoid disappointment, we encourage you to apply as soon as possible.

About the role

Role Responsibilities

1. 1. Provide a full reception, telephone, email and online service.
2. 2. Deliver a high‑quality, first‑point‑of‑contact service to customers and stakeholders, providing accurate information and advice based on established policies and protocols, across a variety of platforms, and signposting to other parts of the organisation and/or partners as appropriate.
3. 3. Deal effectively with inquiries from customers using various communications methods and digital platforms.
4. 4. Undertake various administrative tasks for the business in an accurate and efficient manner, maintaining the integrity of core housing and other related systems.
5. 5. Accurate and timely updating of customer records in accordance with GDPR.
6. 6. Support applicants for housing, receiving, and processing applications.
7. 7. Log, order repairs, and carry out associated administrative tasks associated with the delivery of the repairs service, using and maintaining the integrity of core housing and other related systems.
8. 8. Assist in the allocation of properties, including processing housing applications and administering the waiting list.
9. 9. Process tenancy terminations and reletting empty properties ensuring established protocols are followed.
10. 10. Assist with income collection as required including taking rent payments.
11. 11. Manage all applications for the Right To Buy, Right To Acquire, and Rent To Buy schemes.
12. 12. Process Tenants Home Improvement requests in line with the relevant Policy, escalating decisions to other officers where necessary as per the procedure.
13. 13. Proactively engage with tenants to fulfil tasks related to delivering excellent customer care.
14. 14. Ensure that every at every opportunity when engaging with tenants, that data held is accurate and up to date.
15. 15. Ensure instances of escalation are actioned in a timely manner to the line‑manager.
16. 16. To perform any other duties not specifically identified in the job description but which are in line with the general responsibilities of the post and the management of our housing stock.

General Obligations – All Employees

1. 1. Take accountability for individual areas of personal and professional development, including the identification and communication of gaps in knowledge to execute the role proficiently.
2. 2. Effectively manage own workload ensuring mandatory training and company policy attestations are completed within communicated timeframes.
3. 3. Encourage a working environment and culture that aligns with the EPIC’s values that considers both colleagues and tenants in decision‑making processes and quality of work.
4. 4. Maximising outputs by utilising and promoting EPIC’s information technology systems and associated equipment.
5. 5. Participating in regular team meetings, away days, and teambuilding activities to establish relationships and support a positive work culture.
6. 6. Adherence to company policies and industry regulations related to safeguarding to promote a safe and secure environment for employees, tenants, and stakeholders.

This job description forms part of the contract of employment of the person appointed to this post. It reflects the position at the present time only and may be changed at management’s discretion in the future.

#J-18808-Ljbffr