Customer Service Advisor

Customer Service AdvisorApplylocations: Tonbridgetime type: Full timeposted on: Posted 3 Days Agojob requisition id: REQAnnual salary: up to £30,458.75 Customer Service Advisor Location: Tonbridge Salary: £30,458.75 per annum Hours: 42.5 hours per week (Monday-Friday, 8am-5pm) Contract: Permanent MPS has been looking after residents' homes for over 25 years. As part of the Mears Group, we focus on estate management and property maintenance, delivering tailored solutions that support people and communities.We provide a wide range of services; including responsive repairs, planned works, and cyclical maintenance to over 100 local authorities and housing providers across the UK. One of our key partners is Orbit, a major housing provider in the Midlands, East Anglia, and the South East, managing over 45,000 homes.Together, MPS and Orbit ensure residents receive timely, high-quality repairs and maintenance, with a strong emphasis on customer care, safety, and long-term value. 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/Key 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 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 roles are subject to relevant Background, Identity & Security checks prior to employment.