Customer Service Advisor

Job Details

Annual salary: up to £28,186.00 (per annum). Location: Thurrock. Working hours: 42.5 hours per week (8 00, Monday-Friday). Contract: Permanent.

Overview

Mears Group is one of the UK's leading providers of housing and care services, delivering maintenance, regeneration and customer support across the country.

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 administrative tasks such as ordering materials, updating records, and supporting the wider team with scheduling and follow ups.

Responsibilities & Criteria

• Resolve queries, diagnose situations, and process requests with care and accuracy.
• Log and manage customer interactions using our bespoke system.
• 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.
• Communicate naturally with strong interpersonal skills.
• Remain 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).

Qualifications

Candidates should hold an NVQ or GCSE in Maths & English (pass). Basic knowledge of housing maintenance and call centre environments is desirable.

Benefits

• 25 days annual leave plus bank holidays.
• Access to the Employee Assistance Program (EAP) including counselling sessions.
• Annual Mears Fun Day.
• Volunteering leave for paid volunteering in the community.
• Staff perks via Mears Rewards: discounts up to 10% on groceries, holidays, eye test vouchers, share save scheme and more.
• Family friendly policies.

Additional Information

All roles require candidates to have the entitlement to work within the UK. Background, identity and security checks will be carried out before commencement of employment.

Equal Employment Opportunity

Mears Group is a Disability Confident employer and works to encourage equal opportunities for all. We support the Armed Forces Covenant and have been recognised with the Gold Award in the Defence Employer Recognition Scheme (ERS). We are also an Endorser for the Career Transition Partnership, supporting veterans transitioning into civilian careers. We value diversity and encourage applicants to voluntarily share background information to help improve social mobility.