This application requires candidates to submit a CV and a supporting statement, please ensure you have these prepared before continuing with your application.  Your  full employment history, qualifications and detail of how you meet the essential criteria for this post are required.  Please see the Guidance for Applicants page on our career site for more details. 

Scottish Borders Housing Association is seeking a Customer Services Adviser to join our Customer Services team. This is an excellent opportunity for someone who is passionate about delivering high‑quality customer service and making a positive difference to Tenants and communities across the Scottish Borders.

You will act as the first point of contact for our Tenants and customers, providing an efficient, responsive and professional service across a wide range of enquiries, while aiming to resolve issues at first point of contact wherever possible.

Salary: £29,717 – £32,775 per year (pay award pending)
Location: Selkirk (SBHA Head Office)
Hours: Full time, 35 hours per week
Terms: Temporary: 1 x fixed term for 12 months, 1 x fixed term to November 2026
Closing Date: 8 June 2026

The Role:

As a Customer Services Adviser within our Solutions Team, you will provide a front‑line service to Tenants and customers across multiple channels, including telephone, email, face‑to‑face and written enquiries. You’ll manage a varied workload, ensuring a high standard of service while supporting the efficient delivery of key housing services.

Tasks and Responsibilities:

• Act as the first point of contact, resolving enquiries, requests and complaints wherever possible at first contact.

• Provide advice and support across tenancy management, rent accounts, housing applications and repairs.

• Log and manage repairs requests, schedule appointments and provide updates to customers.

• Maintain accurate records across housing and CRM systems, ensuring data protection compliance.

• Deliver reception and administrative support, including meeting coordination and general office duties.

• Handle sensitive situations with tact and professionalism, including complaints and anti‑social behaviour reports.

• Work collaboratively across teams to ensure customer needs are met effectively.

• Contribute to service improvements and team performance targets.
  

What we're looking for:

We’re looking for a customer‑focused, resilient and organised individual who thrives in a fast‑paced environment.

Essential:

• Experience working in a busy customer‑facing environment.

• Strong communication and interpersonal skills.

• Ability to prioritise and manage a varied workload under pressure.

• Good IT skills, including Microsoft Office.

• High attention to detail and ability to handle confidential information.

• Calm, professional approach to handling challenging situations.

• Standard Grade (or equivalent) including English and Maths.

• Willingness to undertake training and development.

Desirable:

• Experience in housing, public sector or similar environment.

• Knowledge of housing or CRM systems.

• Understanding of social housing services.

• Relevant qualification (e.g. HNC).

Please read the job description and person specification for full requirements.

Being part of the SBHA team, you will enjoy a fantastic range of benefits including a competitive salary, flexible working, generous annual leave, stability of employment 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.

If you are interested in working for SBHA and being part of a team providing a first-class service to the Association’s owned homes and properties in the area, please view job description and person specification before completing your application, and ensure your application demonstrates how you meet the essential criteria for the role.

 Scottish Borders Housing Association is not a licensed sponsor under the appropriate UK Government regulations and as such, does not invite applications from, nor engage in sponsoring, oversees 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.