Customer Service Advisor

Mears Group PLC • Permanent • Tonbridge, Kent, England, United Kingdom • £30.46k / year • 5d ago

Annual salary: up to £30,458.75

Customer Service Advisor
Location: Tonbridge
Salary: £30,458.75per annum
Hours: 42.5 hours per week (Monday-Friday, 8am-5pm)
Contract: Permanent

About the Role:

As a Customer Service Advisor, you will be the first point of contact for tenants, handling incoming calls related to repairs, appointments, complaints, and general enquiries. You will manage both telephone and email communications, raise and update jobs, and liaise with clients, suppliers, and subcontractors to ensure issues are resolved efficiently and professionally.

A key part of the role involves handling customer complaints with empathy and care, ensuring concerns are acknowledged, investigated, and resolved in line with service standards. You will also carry out a range of administrative tasks, including ordering materials, updating systems, supporting scheduling activities, and completing follow-ups. Strong organisational skills, attention to detail, and the ability to remain calm and professional in a fast-paced environment are essential.

Duties/Role Criteria:

Resolve customer queries, diagnose issues, and process service requests accurately and efficiently
Handle customer complaints professionally and empathetically, ensuring timely resolution and appropriate escalation where required
Use bespoke systems to log, manage, and update customer interactions and complaint records
Provide administrative support across Customer Service and Communications functions
Meet service level agreements, complaint response times, and performance targets
Build and maintain positive working relationships with colleagues, clients, and contractors
Take ownership of customer issues through to resolution, managing expectations throughout
Create customer satisfaction by delivering a high-quality, responsive service
Communicate confidently with strong interpersonal and listening skills
Remain calm under pressure with excellent attention to detail
Be adaptable, empathetic, and customer-focused in approach
Confidently use multiple systems while managing a varied workload
Demonstrate a passion for making a positive difference within diverse communities
Show strong written and verbal communication skills
Have basic knowledge of housing maintenance and call centre environments (desirable but not essential)
Hold an NVQ or GCSE (pass) in Maths and English

Benefits we can offer you:

25 days annual leave plus bank holidays
Access to an Employee Assistance Programme, including counselling support
Annual Mears Fun Day - a company-wide event to thank employees for their hard work
Volunteering Leave - paid time to support community initiatives in line with our social value commitment
Staff perks through Mears Rewards, including discounts on groceries, holidays, eye tests, Share Save scheme, and more
Family-friendly policies

All roles require the right to work in the UK. Please note that Mears does not currently offer visa sponsorship.
Appointments are subject to relevant background, identity, and security checks prior to employment.

Apply below or to discuss your application further; contact:
Francesca Swan ((url removed))
If you need any help with your application process, we are here to support you. We will be accessible every step of the way.

At Mears Group, we are committed to fostering a diverse and inclusive environment where everyone can thrive, we are a Disability Confident employer, valuing individuality and ensuring equal opportunities for all.

We proudly support the Armed Forces Covenant and are honoured to have achieved the Gold Award in the Defence Employer Recognition Scheme (ERS) to coincide with this, we hold an Endorser Award for the Career Transition Partnership, recognising our commitment to veterans transitioning into civilian careers.

In our continued effort to promote social mobility, we invite applicants to voluntarily share their background information during the application stages to help us better understand the diverse experiences of our candidates. This is to ensure we are committed to improving social mobility. We use the Social Mobility Index to assess and enhance opportunities for individuals from diverse backgrounds. These questions are optional and will not impact your ability to apply.

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