Customer Service Advisor
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Monthly Salary:
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Customer Service Advisor
Location: Tonbridge
Salary: 30458.75per annum
Hours: 42.5 hours per week (MondayFriday 8am5pm)
Contract: Permanent
Mears Group is one of the UKs leading providers of housing and care services. We deliver essential maintenance regeneration and customer support services to homes and communities across the country. Working in partnership with local authorities housing providers and residents we are committed to creating safe wellmaintained environments and delivering excellent 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 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 followups. Strong organisational skills attention to detail and the ability to remain calm and professional in a fastpaced 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 highquality responsive service
- Communicate confidently with strong interpersonal and listening skills
- Remain calm under pressure with excellent attention to detail
- Be adaptable empathetic and customerfocused 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 companywide 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
- Familyfriendly 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 ()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.
Required Experience:
Unclear Seniority
Key Skills
- Sales Experience
- Time Management
- Order Management System
- Customer Service
- Dealership Experience
- GM Vehicles
- Retail Sales
- Tire Service
- Automotive Repair
- OSHA
- Service Writing
- Automotive Service
About Company
We provide and manage 17,000 homes for local and central Government and are also responsible for keeping 750,000 of all social housing in the UK in good repair. Mears has thousands employees and a footprint across the country.
