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, 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/Role Criteria:
1. Resolve customer queries, diagnose issues, and process service requests accurately and efficiently
2. Handle customer complaints professionally and empathetically, ensuring timely resolution and appropriate escalation where required
3. Use bespoke systems to log, manage, and update customer interactions and complaint records
4. Provide administrative support across Customer Service and Communications functions
5. Meet service level agreements, complaint response times, and performance targets
6. Build and maintain positive working relationships with colleagues, clients, and contractors
7. Take ownership of customer issues through to resolution, managing expectations throughout
8. Create customer satisfaction by delivering a high‑quality, responsive service
9. Communicate confidently with strong interpersonal and listening skills
10. Remain calm under pressure with excellent attention to detail
11. Be adaptable, empathetic, and customer‑focused in approach
12. Confidently use multiple systems while managing a varied workload
13. Demonstrate a passion for making a positive difference within diverse communities
14. Show strong 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 (pass) in Maths and English
Benefits we can offer you:
17. 25 days annual leave plus bank holidays
18. Access to an Employee Assistance Programme, including counselling support
19. Annual Mears Fun Day – a company‑wide event to thank employees for their hard work
20. Volunteering Leave – paid time to support community initiatives in line with our social value commitment
21. Staff perks through Mears Rewards, including discounts on groceries, holidays, eye tests, Share Save scheme, and more
22. Family‑friendly policies
All roles require the right to work in the UK. Please note that Mears does not currently offer visa sponsorship.
Appointments are subject to relevant background, identity, and security checks prior to employment.