About the Role
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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:
1. Resolve queries, diagnose situations, and process requests with care and accuracy
2. Use our bespoke system to log and manage customer interactions
3. Provide admin support for Customer & Communications tasks
4. Meet service level agreements and performance targets
5. Build strong relationships across the business
6. Create satisfaction by exceeding expectations
7. Handle complaints professionally and empathetically
8. Worked within a call centre environment
9. Communicate naturally with strong interpersonal skills
10. Stay calm under pressure with a sharp eye for detail
11. Be adaptable, empathetic, and customer-focused
12. Confidently use new systems and multitask effectively
13. Show passion for making a difference in diverse communities
14. Demonstrate good written and verbal communication skills
15. Have basic knowledge of housing maintenance and call centre environments (desirable but not essential)
16. Hold an NVQ or GCSE in Maths & English (pass)
Benefits we can offer you
17. 25 days annual leave plus bank holidays
18. Access to EAP which includes counselling sessions
19. Annual Mears Fun Day - Our annual Fun Day is organised as a massive thank you from the Executive team for all the hard work!
20. Volunteering Leave - Mears supports employees to undertake paid volunteering in the community, in support of our social value commitment.
21. Staff perks with Mears Rewards - discounts of up to 10% weekly groceries, holidays, eye test vouchers, Share save scheme, plus much more
22. 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.