Customer Services · Curo, The Maltings, Lower Bristol Road, Bath, BA2 1EP · Hybrid

CCT Scheduler

Be the friendly first point of contact, solving customer queries, coordinating repairs, and keeping our service running smoothly in a fast-paced, people-focused role.

We usually respond within a week

CCT Scheduler (Damp & Mould)

£25,500 | The Maltings, Bath | Permanent

Full Time | 37 hours per week

Your Productivity. Our Customers. Together, we create an exceptional customer experience.

Are you a people-first problem solver with a talent for turning customer challenges into positive, lasting experiences? We’re looking for a confident communicator to be the welcoming first point of contact for our customers—whether by phone, email, social channels, or in person.

In this dynamic role, you’ll take ownership of customer queries from the very first interaction, resolving issues wherever possible, coordinating with our wider teams when needed, and keeping everything running smoothly behind the scenes. If you thrive in a fast-paced environment, can stay calm under pressure, and take pride in delivering accurate, high-quality service every time, we’d love to hear from you.

What you'll be doing

Act as the first point of contact by answering calls, reviewing emails and other correspondence, monitoring social and other media where appropriate, and greeting customers in reception to resolve queries.

Resolve as many customer inquiries and transaction requests as possible at first contact, effectively managing conflicts and ensuring any required customer adjustments are completed.

Redirect calls and communications to the appropriate teams when necessary, and generate outbound communication—calls, emails, and letters—tailored to customer needs.

Follow the complaint resolution process, develop mediation skills, and support customer-facing teams to improve resolution rates.

Maintain accurate KPI and management information records, ensuring precision in data entry and reporting.

Handle additional customer queries and transaction requests as needed, delivering thorough support and solutions.

Prioritise health and safety for yourself and others by adhering to Curo’s policies and procedures.

Confirm appointments using customers’ preferred communication methods and record clear notes before scheduling with property maintenance colleagues.

Manage the ‘no access’ protocol with the Repairs Support Officer, ensuring timely completion and customer updates.

Organise daily repair allocations for property maintenance colleagues, ensuring work is assigned within set timeframes to maximise customer service and productivity.

What you'll get in return

Beyond a salary of £25,500 and the chance to make a difference every day, you'll get:

26 days annual leave per year (plus bank holidays), increasing to 29 days
Your birthday off as an extra holiday
Up to 10% matched pension contribution
Hybrid working (3 days in office, 2 days at home)
Flexible benefits which might include a Health Cash Plan
Access to an Employee Assistance Programme for your wellbeing

More about you

Essential:

Strong communication skills
Excellent organisational skills
High attention to detail
Proactive problem-solving mindset
Professionalism and empathy

About Curo

We're a leading South West housing association with social purpose at our heart. We provide affordable homes and create positive futures in our communities. We're proud to be among the UK's top 100 companies to work for, and the 5th best housing association nationwide.

We actively welcome applications from candidates who identify as disabled, LGBTQ+, from ethnic minority backgrounds, and from our Curo customers. We're committed to making our recruitment process accessible to everyone --- if you need any adjustments to help you apply or interview, please contact our recruitment team at recruitment@curo-group.co.uk

Department: Customer Services
Locations: Curo, The Maltings, Lower Bristol Road, Bath, BA2 1EP
Remote status: Hybrid
Yearly salary: £25,500
Employment type: Full-time

About Curo

We're one of the largest landlords in the South West, with a diverse portfolio of affordable and market rented homes.

We own and manage more than 14,000 homes; properties that our 28,000 residents call home. We’re building hundreds of new homes every year for rent and sale.

We provide award-winning support services to a wide range of residents, including homeless young people and families, older and disabled people, and those affected by mental health issues or memory loss.

As a housing association we have no paid shareholders. We create profit for purpose, reinvesting the surpluses from our commercial house-building business into our core social purpose.

Founded in 2012

Co-workers 800+

Turnover 100 million

Customer Services · Curo, The Maltings, Lower Bristol Road, Bath, BA2 1EP · Hybrid

CCT Scheduler

Be the friendly first point of contact, solving customer queries, coordinating repairs, and keeping our service running smoothly in a fast-paced, people-focused role.

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