Overview
You will be the first point of contact for our customers, mainly over the phone but also via live chat and email. With a warm, professional approach, youll listen carefully, communicate clearly, and tailor your support to each situation. You will answer queries, resolve issues, and offer expert advice on housing, ensuring every customer feels respected and cared for. You will also promote our self-service channels, always providing a helpful option for those who prefer a digital experience. When dealing with feedback and complaints, youll remain empathetic and decisive, taking full ownership to resolve matters within our policies. Challenging calls are met with professionalism and resilience, and youll always have the backing of your supportive team. Our advanced IT systems make it easy for you to manage queries, book appointments, and arrange repairs efficiently.
Why choose us
* Work in the most technologically advanced office building in the region - This is a building like no other in Newcastle.
* We provide comprehensive training and ongoing support to help you succeed. Youll be encouraged to grow your skills and confidence, with regular learning opportunities.
* End each day with the satisfaction of knowing your work matters. Were recognised as a UK Top 10 Great Place to Work. Youll find real opportunities for career progression as our "Grow Our Own" programme offers fantastic career progression, many of our leaders started their careers in this role.
* We champion inclusion and wellbeing, making Home Group a workplace where everyone can thrive. Our diversity networks (Multicultural, LGBTQIA+, Women, Disability) and open culture ensure you feel comfortable and valued from day one.
* Experience in a fast-paced, customer-focused environment
* Sound judgement and practical problem-solving skills
* Ability to handle challenging calls and complaints calmly, deescalating challenging situations
* Confidence with technology—laptops, smartphone apps, and systems
* Excellent written and verbal communication tailoring your style to the needs of our diverse customers
* Strong attention to detail, even under pressure
* Quick, organised multitasking across channels and multiple systems
Were sorry, but we cant offer sponsorship for this role due to certificate limits. We do review this regularly.
Disability Confident: A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to the relevant government site.
If youre searching for a role where you can genuinely make a difference and feel valued every day, youre in the right place. Home Group is a social enterprise supporting vulnerable individuals, including people with mental and physical health needs. We believe in creating a positive impact, and were looking for committed individuals who thrive on helping others. At Home Group, youll find more than just a workplace, youll discover a sense of belonging.
Contract details
Permanent, full time (37.5 hours per week), Monday to Friday shifts between 8:00 am and 6:00 pm. Hybrid working, two days in the office, the rest from home (your first four weeks will be office-based, Monday to Friday, 9:00 to 17:00). Start date: 24 November 2025. Salary: £24,638 per annum pro rata, with brilliant benefits including:
* Generous pension scheme with life insurance at three times your salary
* Health Cash Plan (worth over £1,140 a year) covering dental, optical, prescriptions, therapies, and more—including cover for children
* Access to over 800 high street discounts—groceries, holidays, technology, bikes, cars, and more
* Outstanding career development opportunities with our "Grow Our Own" programme
* Find out more about our benefits on our website
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