Customer Service Advisor

Job Details

Annual salary: up to £27,077.51. Location: Tower Hamlets. Salary: up to £27,957.52 per annum. 42.5 hours per week (8 5 Monday to Friday). 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, 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. The role includes administrative tasks such as ordering materials, updating records, and supporting the wider team with scheduling and follow ups.

Responsibilities

• Resolve queries, diagnose situations, and process requests with care and accuracy.
• Use the bespoke system to log and manage customer interactions.
• Provide administrative 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.
• Stay calm under pressure with a sharp eye for detail.
• Be adaptable, empathetic, and customer-focused.
• Confidently use new systems and multitask effectively.

Qualifications

• Experience in a call centre environment.
• Strong interpersonal skills, calm under pressure, and ability to adapt.
• Good written and verbal communication skills.
• Basic knowledge of housing maintenance and call centre environments (desirable but not essential).
• Holding an NVQ or GCSE in Maths & English (pass).

Benefits

• 25 days annual leave plus bank holidays.
• Access to Employee Assistance Programme, including counselling sessions.
• Annual Mears Fun Day.
• Volunteering Leave.
• Mears Rewards discounts of up to 10% on weekly groceries, holidays, eye test vouchers, and share save scheme.
• Family friendly policies.

Equal Opportunity Statement

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 have achieved the Gold Award in the Defence Employer Recognition Scheme.

All roles require entitlement to work in the UK; visa sponsorship is not available. Background, Identity & Security checks will be conducted before commencement.