Customer Service Advisor

Mears Group PLC • Permanent • London, Greater London, England, United Kingdom • £27.08k / year • 1h ago

Annual salary: up to £27,077.51

Job Posting Advert

Customer Service Advisor

Location: Tower Hamlets

Salary: up to £27,957.52 Per Annum.

42.5 Hours Per Week (8-5 Monday-Friday)

Contract: Permanent

Mears Group is one of the UK's leading providers of housing and care services. We deliver essential maintenance, regeneration, and customer support services to homes and communities across the country. Our teams work in partnership with local authorities, housing providers, and residents to ensure safe, well-maintained environments and exceptional customer experiences.

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, and general enquiries. You'll also manage email communications, raise jobs, and coordinate with clients, suppliers, and subcontractors to ensure work is scheduled and completed efficiently. This role involves a variety of administrative tasks, including ordering materials, updating records, and supporting the wider team with scheduling and follow-ups. Strong organisational skills, attention to detail, and the ability to communicate effectively in a fast-paced environment are essential.

Role Criteria:

Resolve queries, diagnose situations, and process requests with care and accuracy
Use our bespoke system to log and manage customer interactions
Provide admin support for Customer & Communications tasks
Meet service level agreements and performance targets
Build strong relationships across the business
Create satisfaction by exceeding expectations
Handle complaints professionally and empathetically
Worked within a call centre environment
Communicate naturally with strong interpersonal skills
Stay calm under pressure with a sharp eye for detail
Be adaptable, empathetic, and customer-focused
Confidently use new systems and multitask effectively
Show passion for making a difference in diverse communities
Demonstrate good written and verbal communication skills
Have basic knowledge of housing maintenance and call centre environments (desirable but not essential)
Hold an NVQ or GCSE in Maths & English (pass)

Benefits we can offer you

25 days annual leave plus bank holidays
Access to EAP which includes counselling sessions
Annual Mears Fun Day - Our annual Fun Day is organised as a massive thank you from the Executive team for all the hard work!
Volunteering Leave - Mears supports employees to undertake paid volunteering in the community, in support of our social value commitment.
Staff perks with Mears Rewards - discounts of up to 10% weekly groceries, holidays, eye test vouchers, Share save scheme, plus much more
Family friendly policies

All our roles require candidates to have the entitlement to work within the UK, Mears does not currently offer visa sponsorship.

Candidates should be aware that all our roles are subject to relevant Background, Identity & Security checks before commencement of employment.

Apply below or to discuss your application further; contact:
Laura Bourne ((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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